Workforce Planner 3

Hyland Software, Inc.

87d • $68,000 - $85,000

About The Position

The Workforce Planner 3 will be responsible for forecasting planning and managing staffing capacity across the Technical Support organization. This role ensures optimal analyst coverage to meet customer needs improve service levels and maximize productivity. The ideal candidate brings expertise in workforce management tools analytical modeling and capacity planning strategies with the ability to balance operational efficiency with employee experience.

Requirements

• Bachelor's degree or equivalent experience.
• 5+ years of experience in workforce management capacity planning or operations management (technical support or customer service environment preferred).
• Strong expertise with workforce management tools (e.g. Verint NICE Calabrio or similar).
• Advanced Excel skills and experience with data visualization platforms (e.g. Power BI Tableau).
• Microsoft Windows and Office proficient.
• Strong oral and written communications skills that demonstrate a professional demeanor and the ability to interact with others with discretion and tact.
• Strong organizational multi-tasking and time management skills.
• Strong collaboration skills applied successfully within team as well as with all levels of employees in other areas.
• Strong leadership sound judgement and business acumen skills.
• Strong facilitation and project management skill.
• Strong interpersonal skills; able to maintain solid rapport with team members as well as maintain professionalism with those outside of department.
• Strong data gathering interviewing and analytical/problem solving skills.
• Strong critical thinking and problem solving skills.
• Strong analytical skills with the ability to translate data into actionable strategies.
• Strong communication and collaboration skills across technical and non-technical audiences.
• Strong ability to use original thinking to translate goals into the implementation of new ideas and design solutions.
• Self-motivated with the ability to manage projects to completion with minimal oversight.
• Able to thrive in a fast paced deadline driven environment.
• Strong attention to detail.
• Demonstrated ability to influence motivate and mobilize team members and business partners.
• Strong ability to develop and use engaging informative and compelling presentation methodologies.
• Strong ability to handle sensitive information with discretion and tact.
• Strong ability to establish rapport and gain the trust of others; effective at gaining consensus.
• Ability to work independently and in a team environment.
• Ability to coach mentor and provide feedback to team members in a timely manner.
• Strong knowledge of systems administration.
• Strong knowledge of Linux Operating systems.
• Strong knowledge of Microsoft Operating systems and products.
• Strong knowledge of Unix Operating systems.

Responsibilities

• Develop and manage short- and long-term staffing forecasts for Technical Support.
• Monitor real-time workload and staffing making adjustments to optimize service level achievement.
• Partner with leadership to determine staffing requirements by shift skill set and geography.
• Provide workforce analysis and reporting to senior leadership highlighting trends and recommending action.
• Collaborate with HR and Recruiting on hiring plans aligned with forecasted support demand.
• Drive scheduling practices that optimize coverage while maintaining employee engagement and work-life balance.
• Evaluate and implement workforce management systems and tools to improve accuracy and visibility.
• Continuously refine capacity models to account for seasonality product launches and organizational changes.
• Mentor coach train and provide feedback to other team members; may provide feedback to leadership on technical abilities of team.
• Comply with all corporate and departmental privacy and data security policies and practices.

Benefits

• 401(k) Retirement Savings.
• Flexible Schedule.
• Paid Time Off.
• Medical, Dental, Vision.
• Volunteer Paid Time Off.
• Wellness Reimbursement.
• Paid Parental Leave.
• Sabbatical Program.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Bachelor's degree
• Number of Employees: 1,001-5,000 employees