Senior Manager, Planning & Performance
About The Position
At Momentum Financial Services Group, we're committed to delivering exceptional customer experiences through operational excellence, innovation, and data-driven decision making. We're looking for a strategic and analytical Senior Manager, Workforce Planning & Analytics, to lead forecasting, capacity planning, and workforce optimization across our customer operations. In this role, you'll leverage data, technology, and operational insights to ensure we have the right resources in place to meet customer demand while driving efficiency, productivity, and service excellence. You'll partner with leaders across Operations, Finance, Technology, and Customer Experience to influence business decisions and deliver measurable results.
Requirements
- Proven expertise in workforce planning, forecasting, capacity planning, and contact centre operations.
- Strong analytical mindset with the ability to interpret complex data and translate insights into business decisions.
- Experience managing multi-channel customer operations and balancing competing priorities in a fast-paced environment.
- Advanced knowledge of workforce management methodologies, forecasting models, and performance optimization.
- Excellent communication and stakeholder management skills with the ability to influence leaders across the organization.
- Strong leadership, problem-solving, and continuous improvement capabilities.
- Experience with workforce management and business intelligence tools such as NICE, Verint, Genesys, Power BI, Tableau, SQL, or similar platforms.
- Bachelor's degree in Business, Operations, Finance, Engineering, Analytics, or a related discipline.
- 8–12+ years of progressive experience in contact centre operations, workforce planning, analytics, or customer experience.
- Demonstrated success delivering 95–98%+ forecast accuracy.
- Experience managing workforce planning across multiple customer channels, including voice, chat, and back-office operations.
- Strong background in capacity planning, forecasting, and operational performance optimization.
Nice To Haves
- MBA or Master's degree in Operations, Data Analytics, Business Strategy, or a related field.
- Experience within financial services, consumer lending, or another regulated industry.
- Experience leading enterprise-scale transformation initiatives.
- Experience implementing AI, automation, or advanced analytics solutions within workforce planning.
- Lean Six Sigma Certification
- Workforce Management Certifications (NICE, Verint, Genesys)
- Data Analytics Certifications (Power BI, Tableau, SQL, or equivalent)
Responsibilities
- Lead enterprise workforce planning, forecasting, scheduling, and capacity planning across multiple customer channels, including voice, chat, and back-office operations.
- Deliver forecasting accuracy targets of 95–98%+ through advanced analytics, trend analysis, and continuous model improvements.
- Optimize staffing strategies to balance customer experience, employee engagement, and operational efficiency.
- Develop dashboards and performance reporting to provide actionable insights for senior leadership.
- Partner with Operations, Finance, and Technology teams to support strategic planning and business growth initiatives.
- Identify opportunities to improve workforce management processes through automation, AI, and data-driven decision making.
- Lead continuous improvement initiatives that enhance productivity, reduce costs, and improve service levels.
- Champion best practices in workforce management, analytics, and operational excellence while mentoring and developing team members.
Benefits
- Discretionary Annual Bonus
- Comprehensive Benefits: health and dental plans with 100% of the premiums covered
- Employee Assistance Program
- Retirement Plans
- Hybrid Work Environment
- Tuition assistance
- Professional development
- Discounts through Perkopolis
- Rewards and recognition programs
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What This Job Offers
Job Type
Full-time
Career Level
Senior
