About the role

  • Develop, coordinate and manage execution for Workforce development plans, strategy, and projects
  • Work with Operations leadership teams and vendors for staffing plans and service level results
  • Optimize staffing resources and monitor intra-day service levels
  • Evaluate current workflow for policy/procedure changes to increase work efficiencies
  • Manage people activities including performance standards, hiring, and staff retention
  • Lead efforts to manage cultural and process changes within the department
  • Manage financial resources including budgeting

Requirements

  • Bachelor's degree in business or related field or equivalent combination of education and experience
  • Minimum of five years related experience preferably in workforce management operations in a call center or blended operations environment
  • Proven leadership skills with diverse teams in an operational environment
  • 2+ years of people management experience
  • Analytical ability, judgment and decision making
  • Good management and interpersonal skills
  • Experience with process improvement and workflow
  • Good project management experience
  • Excellent written and verbal communication skills
  • Advanced Excel skills including complex formulas and pivot tables
  • Experience with WFM software, preferably Verint
  • Experience with Automatic Call Distribution (ACD) and routing systems

Benefits

  • Health insurance
  • Retirement plans
  • Paid time off
  • Flexible work arrangements
  • Professional development

Job title

Manager, Resource Planning

Job type

Experience level

Mid levelSenior

Salary

$76,650 - $142,350 per year

Degree requirement

Bachelor's Degree

Location requirements

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