Hybrid Workforce Planning Consultant

at The Hartford

• Job title: Workforce Planning Consultant
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: $73,680 - $110,520 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Hartford, United States

About the role

• Workforce Planning Consultant developing and maintaining staffing models for Operations Service/Call Centers. Collaborating with cross-functional teams to ensure resource requirements meet workload demands while optimizing operational efficiency.

Responsibilities

• Act as liaison between Operations, Training, HR, Finance and Expense business partners with regards to staffing and capacity planning.
• Develop and maintain strong working relationships with partners.
• Establish staff plans and/or capacity requirements based on data and analytics.
• Maintain comprehensive knowledge of staffing model inputs and methodology.
• Work closely with Operations business partners in the development of work process time standards.
• Conduct planning meetings to discuss and or communicate capacity needs, risks, opportunities and results to various functions.
• Conduct detailed variance analytics and identify key business drivers of change.
• Research, forecast and report on demand drivers.
• Review forecast for accuracy and make proactive changes to minimize variances.
• Influence and negotiate with business partners and colleagues.
• Clearly articulate points of view and provide compelling rationale to influence decisions.
• Working closely with the Operational Lines Finance, Expense and Operations leads, identify trends, quantify impacts, and communicate business results relative to staffing implications on a monthly basis.
• Respond to 'what-if' scenarios, cost benefit requests, and other projects that have staffing implications.
• Able to quantify implications of initiatives on staffing needs.
• Understand the interrelationship between model variables and the impact to service level commitments.
• Develop benchmarking metrics in order to understand efficiency/productivity of actual planned staffing levels.
• Assess risk and opportunities.
• Develop and maintain expertise in business process.
• Be able to translate into working staff model that allows the isolation of impacts of change in variables.
• Participate in model optimization techniques that drive efficiency and optimize resource utilization.
• Play a key role in the financial outlook and operating plan process by submitting staffing projections for current and outer years.
• Communicate detailed explanations of change drivers and gain approval from leadership on an ongoing basis.

Requirements

• Experience in constructing quantitative analysis
• Long term workforce modeling
• Service Operations/Contact Center and/or business forecasting experience
• Bachelor’s Degree preferred
• Strong quantitative and mathematical skills
• Possesses strong to advanced MS EXCEL skills.
• Familiarity with IEX and workforce planning tools
• Adept in data mining, data analysis, and data presentation.
• Able to identify relevant data and data sources to provide meaningful analysis.
• Strong analytical, critical-thinking, and problem-solving skills.
• Effective written and verbal communication skills a must.
• Able to influence and negotiate with business partners and colleagues openly.
• Can clearly articulate points of view and provides compelling rationale to influence decisions.
• Able to articulate end-to-end business processes.
• Possesses strong to advanced EXCEL skills
• Demonstrated ability to solve complex problems, as well as understand/analyze data.

Benefits

• Short-term or annual bonuses
• Long-term incentives
• On-the-spot recognition