Workforce Planning Manager

Website asurion Asurion

Essential Duties & Responsibilities:

• Develop and maintain a 60-day and 12-month volume and staff forecasting process
• Provide special forecasts for workload and staffing in support of new initiatives and customer notifications, as needed.
• Conduct post analysis on forecasting accuracy to identify opportunities for improvement.
• Collaborate with Finance, Analytics, Operations, Product Management, Talent Acquisition, Training and Change Management business partners to communicate opportunities for business improvement and explain deviations from operating plans.
• Present complex forecasting data concisely to decision makers, including senior leaders.
• Assist senior leadership in defining Call Center KPI’s and effectively execute on them.
• Conduct other responsibilities as set by Customer Solutions and/or Workforce Management leadership.

Requirements

• 3-5 years of relevant experience required with Bachelor of Science degree preferred.
• Experience applying mathematical concepts and/or logistics within a multi-site, multi-channel contact center environment.
• High energy and a desire to work in a results-oriented, fast paced environment.
• Intellectual curiosity, a passion for problem-solving, and comfort with ambiguity and working under tight deadlines with high stakes.
• Strong oral and written communication, presentation, and interpersonal skills with the ability to present insights and recommendations persuasively and confidently at all levels of the organization.
• Adept at problem-solving, including data collection, establishment of facts and coming to supportable conclusions.
• Advanced ability with Microsoft Office products, including Excel and PowerPoint, is required. Experience with SQL Server, R/Python, or other data querying and statistical modeling packages is a plus
• Demonstrated ability to perform statistical analyses (regression and variance analysis) and data extraction/segmentation to determine business implications and make actionable recommendations is a plus.

Essential Duties & Responsibilities:

  • Develop and maintain a 60-day and 12-month volume and staff forecasting process
  • Provide special forecasts for workload and staffing in support of new initiatives and customer notifications, as needed.
  • Conduct post analysis on forecasting accuracy to identify opportunities for improvement.
  • Collaborate with Finance, Analytics, Operations, Product Management, Talent Acquisition, Training and Change
  • Management business partners to communicate opportunities for business improvement and explain deviations from operating plans.
  • Present complex forecasting data concisely to decision makers, including senior leaders.
  • Assist senior leadership in defining Call Center KPI’s and effectively execute on them.
  • Conduct other responsibilities as set by Customer Solutions and/or Workforce Management leadership.

Requirements

  • 3-5 years of relevant experience required with Bachelor of Science degree preferred.
  • Experience applying mathematical concepts and/or logistics within a multi-site, multi-channel contact center environment.
  • High energy and a desire to work in a results-oriented, fast paced environment.
  • Intellectual curiosity, a passion for problem-solving, and comfort with ambiguity and working under tight deadlines with high stakes.
  • Strong oral and written communication, presentation, and interpersonal skills with the ability to present insights and recommendations persuasively and confidently at all levels of the organization.
  • Adept at problem-solving, including data collection, establishment of facts and coming to supportable conclusions.
  • Advanced ability with Microsoft Office products, including Excel and PowerPoint, is required. Experience with SQL Server, R/Python, or other data querying and statistical modeling packages is a plus
  • Demonstrated ability to perform statistical analyses (regression and variance analysis) and data extraction/segmentation to determine business implications and make actionable recommendations is a plus.

To apply for this job please visit careers.asurion.com.

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