Customer Service Workforce Planning Lead

$80,000 - $130,000/Yr

The College Board - Downtown Brooklyn, NY

Full-time - Mid Level

Remote - Downtown Brooklyn, NY

101-250 employees

Educational Services

About the position

The Customer Service Workforce Planning Lead at The College Board plays a critical role in analyzing contact center trends and creating models for staff planning and budgeting. This position is responsible for forecasting contact center needs, developing staffing strategies, and collaborating with various teams to enhance customer engagement and experience. The role involves significant data analysis, reporting, and the implementation of analytics processes to drive performance and meet customer support requirements.

Responsibilities

• Create contact center forecasts for all contact methods (e.g., phone, email, chat) across all lines of business.
• Design, develop, and continuously improve forecasting models and tools using historical data and anticipated volume.
• Evaluate volume forecasts against actual demand and trends to determine necessary adjustments.
• Create and manage contact center vendor spend plans and fiscal forecasts.
• Conduct what-if analysis and provide insights to Senior Leadership regarding staffing and budget impacts.
• Gather inputs, analyze trends, and maintain forecasts on a yearly, monthly, weekly, and daily basis.
• Monitor budget trends and key operations metrics, collaborating with Finance and Operations leaders.
• Develop staffing strategy and operational planning recommendations based on forecasts.
• Engage with the Customer Engagement team to facilitate short- and long-term planning.
• Build relationships with internal stakeholders to collect data for volume and staffing recommendations.
• Participate in regular planning meetings with operational leaders.
• Collaborate with stakeholders to define metrics for measuring success.
• Oversee review and approval of call center vendor invoices, tracking actual to budget variance monthly.
• Build reports and dashboards to share visibility and identify challenges and opportunities.
• Analyze data to identify trends and areas needing action, presenting findings to operational partners.
• Develop approaches to monitor and track results to ensure performance benchmarks are met.
• Prepare and deliver meaningful reporting of performance, providing actionable insights.
• Perform ad-hoc analyses to identify efficiency improvements and adjustments to planning metrics.

Requirements

• A bachelor's degree and 5+ years of experience in call/contact forecasting and workforce planning.
• Advanced skills in Excel, PowerPoint, and business analytic tools.
• Ability to work with large data sets to distill conclusions and recommendations.
• Strong analytical, planning, and organizational skills with attention to detail.
• Experience in analyzing business and financial strategies and their interdependencies.
• Hands-on work ethic with a data-driven and analytical approach.
• Desire to learn and improve continuously.
• Experience leveraging feedback and performance levels for course correction.
• Ability to work in undefined situations and create clarity.

Nice-to-haves

• Experience in a customer service environment.
• Familiarity with contact center operations and metrics.

Benefits

• Health, dental, and vision insurance
• Generous paid time off
• Paid parental leave
• Fertility benefits
• Pet insurance
• Tuition assistance
• Retirement benefits
• Annual bonuses and salary growth opportunities