Manager, Workforce Planning - SCoE

Landstar System, Inc.•Jacksonville, FL

1d•Onsite

About The Position

The Workforce Planning Manager is a strategic leader responsible for influencing decisions related to staffing, scheduling, budgeting and hiring for the 24/7, 365 operations in the Service Center of Excellence. Landstar’s SCoE supports ~40,000+ calls per month across multiple locations (Rockford, IL and Jacksonville, FL). The Workforce Planning Manager owns short- and long-term forecasting models, the development of annual budget staffing plans, creation and maintenance of staffing models for PTO, training and absenteeism and occupancy. Monitoring and reporting on KPI’s, collaborating cross functionally and conducting WFM training while maintaining data integrity are paramount to success in this role.

Requirements

High school diploma or equivalent experience.
1 year of experience in scheduling/workforce planning
Communication Skills: The ability to communicate clearly and concisely both orally and in writing. Must possess strong listening skills including the ability to understand staff issues and concerns.
Problem Solving: Must be able to understand and resolve problems quickly and accurately.
Analytical Skills: Strong analytical and problem-solving abilities to interpret workforce data and make informed decisions.
Computer Systems/Technology: Knowledge of relevant web-based tools used for workforce planning as well as tools specifically used within a contact center.
Flexibility/ Ability to Pivot: Must be able to adjust workloads and schedules, often frequently, to best meet the staffing needs of the contact center while adhering to both company and labor law requirements.
Working knowledge of Microsoft Office products such as Word and Excel.
Working knowledge of transportation management processes and programs including relevant customer service platforms.
Ability to work under pressure.

Nice To Haves

Bachelor’s degree in business administration operations, statistics, or related field.
4 years of experience in scheduling/workforce planning
1 year of experience using WFM software systems
1 year of Talkdesk WFM experience
1 year of prior experience in the transportation services or logistics industry.
1 year of prior supervisory experience.

Responsibilities

Analyzing and uploading historical workforce data to identify trends, assess current capabilities and forecast future staffing needs. Analysis includes evaluating metrics such as turnover rates, employee performance against targets, skill-based routing, skill uptraining needs and labor market conditions.
Monitoring contact center staffing and workforce data and projected trends to identify staffing needs and skill gaps within the contact center. Analysis includes Center work patterns including volumes, attrition rates, and productivity levels. This is across all contact lines IB, OB, email, and chat.
Forecasting upcoming staffing needs and creating schedules to best accomplish business objectives and performance levels.
Collaborating with department leaders, and SCoE leadership to understand staffing requirements and optimize resource allocation.
Facilitating communication between stakeholders to ensure workforce strategies are executed appropriately.
Ensures compliance with scheduling and labor law requirements