WFM Long-Term Planning Manager

Shipt • Birmingham, AL

290d • $73,000 - $176,000 • Remote

About The Position

As a WFM Long-Term Planning Manager, located remotely, you will be responsible for the strategy and planning for all Customer Service personnel within Experiential Operations including internal front-line agents, internal tier two agents, and several BPO vendor partners. This role will have a strong hands-on focus initially in developing resource plans and processes but may have the potential to eventually grow into a leadership role. While no two days are the same you will develop long-term contact volume, workload and headcount forecasts using modern time series regression models. You will develop and maintain a capacity model to guide accurate resource decisions up to 18 months out. You will be responsible for headcount assumptions for all budget/financial reviews in partnership with Business Intelligence Manager and Finance Manager. You will develop a mechanism to report out on financial performance within the current month to guide accurate mid-month resource decisions. You will also collaborate with internal and vendor contact center leadership to develop a training plan for when new agents need to be hired and/or cross-trained. Lastly you will partner with scheduling and intraday WFM leader to ensure interval level forecasts remain in alignment with approach and format of long-term forecast.

Requirements

• 5 years of forecasting in a contact center environment.
• 5 years of developing and maintaining capacity models.
• Expert level skill set in Excel/Google Sheets.
• Advanced data analysis and modeling skills.
• Proven relationship builder with strong negotiation skills.
• Entrepreneurial mindset with ability to take full ownership of key processes and tools.
• Experience with WFM tools (NICE/Verint, etc.).

Responsibilities

• Develop long-term contact volume, workload and headcount forecasts using modern time series regression models.
• Develop and maintain a capacity model to guide accurate resource decisions up to 18 months out.
• Be responsible for headcount assumptions for all budget/financial reviews in partnership with Business Intelligence Manager and Finance Manager.
• Develop a mechanism to report out on financial performance within the current month to guide accurate mid-month resource decisions.
• Collaborate with internal and vendor contact center leadership to develop a training plan for new agents.
• Partner with scheduling and intraday WFM leader to ensure interval level forecasts align with long-term forecast.

Benefits

• Medical, dental, vision insurance.
• 401k plan.
• Discretionary vacation for exempt team members.
• Paid holidays throughout the calendar year.
• Paid sick leave.
• Eligibility for an annual bonus.
• Potential for restricted stock units based on role.

What This Job Offers

• Career Level: Mid Level
• Industry: Couriers and Messengers