Workforce Planner

Black Box•Plano, TX

About The Position

The Workforce Planner is responsible for forecasting, planning, and managing staffing needs across multiple accounts to ensure optimal service delivery and operational efficiency. This role partners closely with operations leaders, project managers, and sales teams to align workforce capacity with current demand and future opportunities. The Workforce Planner plays a critical role in balancing resources across break-fix activities, work orders, and large-scale projects while proactively anticipating staffing needs. This role serves as a central connector between operations, sales, and project delivery, ensuring the right people are in the right place at the right time—while anticipating what’s coming next.

Requirements

1-2+ years of experience in workforce planning, operations planning, or resource management
Experience managing staffing across multiple accounts or business units
Strong analytical and forecasting skills
Proficiency in Excel (modeling, forecasting, data analysis)
Ability to manage competing priorities in a fast-paced environment

Nice To Haves

Experience working with ticketing systems (e.g., ServiceNow or similar)
Experience working with CRM tools (e.g., Salesforce)
Background in operations, field services, or technical service environments
Experience supporting project-based staffing models

Responsibilities

Develop and maintain short- and long-term workforce plans across multiple accounts
Forecast headcount requirements based on historical demand trends, current workload (break-fix tickets, work orders), and pipeline opportunities and anticipated business growth
Monitor capacity vs. demand and recommend staffing adjustments
Coordinate workforce allocation across multiple client accounts
Ensure appropriate staffing levels to meet SLA and operational targets
Prioritize and shift resources dynamically based on workload fluctuations
Analyze and manage staffing needs across break-fix ticket volumes, work orders and scheduled work, and reactive vs. planned service demands
Identify trends, risks, and gaps in coverage
Partner with Project Managers to plan staffing for large-scale or complex initiatives, ensure workforce readiness and ramp-up timing, support project execution with appropriate resource allocation, and track project-based resource utilization and performance
Incorporate demand signals from multiple sources, including Salesforce pipeline and upcoming sales opportunities, and local market intelligence (business relationships, email requests, informal channels)
Translate pipeline data into actionable workforce plans
Collaborate with Sales and Account teams on upcoming deals and staffing implications