Manager Resource Planning

Northwestern Mutual • WI

109d • $76,650 - $142,350

About The Position

Northwestern Mutual is in search of a Planning Resource Manager who will develop, coordinate, and manage the execution for workforce development plans, strategy, and projects that support the operational areas of the company. The manager works with the Operations leadership teams, vendors, and internal partners to ensure the delivery of staffing plans and service level results. Responsible for a team who optimizes staffing resources and reallocates staff based on workload and oversight of the intra-day service levels across enterprise operations. Partners with operational leadership to make recommendations and provide guidance on implementation of changes as a result. Characterized by proactively identifying, recommending, and implementing changes to policies and procedures to enhance effectiveness and efficiency of the business unit. May assist in the strategic direction and implementation of the business unit.

Requirements

• Bachelor's degree in business or related field or an equivalent combination of education and progressively responsible work experience.
• Minimum of five years related experience preferably in workforce management operations in a call center or blended operations environment.
• Proven leadership skills, working with diverse teams in an operational environment with effective supervision and coaching.
• Typically gained by having 2 or more years of people management experience.
• Analytical ability, judgment, and decision-making skills.
• Good management, human relations, and interpersonal skills.
• Experience with process improvement and workflow.
• Advocate for Continuous Learning Improvement efforts.
• Good project management experience including operational management and policies and procedures development.
• Excellent written and verbal communication skills and organizational skills.
• Advanced Excel skills and experience in advanced formulas, array formulas, circular references, tables formatting, condition formatting, advanced charting, pivot tables reporting.
• Experience with WFM software, preferably Verint.
• Experience with Automatic Call Distribution (ACD) and routing systems.

Responsibilities

• Oversee the workforce planning process for operational business areas, including daily and interval forecasts, and modification of efficient agent schedules.
• Work closely with technical team lead to ensure workforce plans meet the needs of business partners.
• Oversee day-to-day operations, developing, recommending, and implementing new policies and procedures, ensuring goal attainment, and compliance with applicable laws and regulations.
• Proactively evaluate current workflow to develop and implement policy/procedure changes and/or service enhancements to increase work efficiencies.
• Manage all people management activities including direct management of other employees, directing, monitoring, and evaluating day-to-day workflow/quality.
• Assess and maintain performance standards and measures, hiring and retention of staff, and employee discipline.
• Lead efforts to manage cultural and process/procedural change across the department.
• Accountable for managing financial resources, including planning/budgeting.
• Assist senior management in the development of the area's annual operational plan.
• Ensure maximum operational efficiency through establishing, directing, and coordinating the team's service activities.
• Independently lead complex business area projects/support assignments with decision-making authority.
• Recommend continuous improvements by identifying technical and service gaps and implementing solutions.

Benefits

• Fairness and transparency in salary range.
• Diversity and inclusion in the workplace.
• Opportunities for career growth.
• Support for creative ideas and leadership development.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees