About this role

To support a growing workforce function, the full-time Manager of Workforce Planning will own forecasting, scheduling, and intraday performance oversight in a remote environment while leading a team of analysts and collaborating with cross-functional departments. Key Responsibilities Own workforce forecasting and capacity planning, translating volume assumptions into net FTE requirements and leading feedback loops between forecast and actuals Build and maintain schedules across internal and vendor teams, coordinating staffing plans and monitoring headcount and coverage gaps Monitor real-time SLA performance, making decisions during volume spikes or vendor shortfalls to maintain operational stability Required Qualifications Bachelor's degree Strong analytical and quantitative skills with the ability to work with imperfect data Advanced proficiency in Microsoft Excel, including complex formulas and data analysis Working knowledge of workforce management fundamentals, including Erlang modeling and intraday management Strong verbal communication skills for presenting findings and engaging with all levels of the organization

Source listing: virtualvocations_main