Workforce Planning and Optimization Manager

Summary

Join A Place for Mom as a high-performing Manager, Workforce Planning and Optimization! This key role within the Sales Organization involves partnering with operations leaders to analyze call volumes and project future capacity needs. You will leverage data modeling skills to drive sales performance, identify efficiency opportunities, and improve service levels. This position requires strong analytical, communication, and time management skills, along with experience with NICE Workforce Management. The ideal candidate is detail-oriented, enjoys working with high-performing teams, and thrives in a fast-paced environment. You will play a pivotal role in driving the rapid growth of A Place for Mom. This is a salaried, exempt position with a competitive salary, bonus, and comprehensive benefits package.

Requirements

• Hands-on experience working with NICE Workforce Management system is required
• Bachelor’s degree in Business Administration, Finance, Accounting, Data Analytics, Engineering or a quantitative discipline or commensurate experience
• At least 5 years’ experience managing time sensitive, detail oriented, weekly or monthly deliverables
• Advanced Excel and PowerPoint skills
• Excellent analytical, communication, and time-management skills

Responsibilities

• Oversee, via NICE Workforce Management platform, the development of schedules and scheduling approaches to improve service levels, reduce cost and achieve performance goals
• Work closely with telephony partners on Five9 configurations in regards to call routing, data analysis, and impact to overall service level and WFM strategy to improve efficiency and productivity of sales staff
• Responsible for leading a team through teaching, coaching and inspiring by fostering a sense of urgency, ownership and a responsibility for the flawless execution of operational excellence; engage in the selection and hiring process as needed
• Identify, develop and implement potential solutions to resolve problems and remove barriers that inhibit the department’s ability to improve operations
• Develop new capacity planning model to enable long-term planning and what-if analysis
• Manage workforce forecasting field sales teams and participate in budget and hiring planning
• Analyze historical data to identify business optimization opportunities (e. g. consolidate queues, changes hours)
• Ensure integrity of data in the current spreadsheet-based tools and future Workforce Management system
• Develop processes to aid in the analysis of new and existing programs to increase forecasting and staffing accuracy in collaboration with Director of Workforce Management
• Identifying opportunities to further optimize sales workforce, including assisting in the development and implementation of contact servicing strategies associated with distribution and routing
• Support special projects by monitoring, analyzing and reporting on key performance indicators
• Other responsibilities as judgment or necessity dictate

Preferred Qualifications

• Experience with Five9 telephony platform preferred
• Experience as a financial, data, or forecast analyst preferred
• Experience in a highly complex multi-site, multi-skill contact center environment a plus

Benefits

• Compensation Base Salary: $85,000 - $100,000
• Bonus: 20% annual earnings
• Benefits: 401(k) plus match
• Dental insurance
• Health insurance
• Vision Insurance
• Paid Time Off