Workforce Planning Consultant

AAA Life Insurance Company•Livonia, MI

2d•Remote

About The Position

Operating within AAA Life’s core values and commitment to delivering a best-in-class member experience, the Workforce Planning Consultant is responsible for forecasting demand and capacity, optimizing staffing strategies, and monitoring operational performance within the Simplified Issue Sales Unit (SISU) contact center, with extended support for DSU (Direct Sales Unit) operations. The role is responsible for workforce strategy and staffing recommendations within the contact center(s), providing operational analytics, and outlining process optimization and continuous improvement opportunities. This role aligns workforce planning with key business drivers, including direct mail marketing campaigns, to ensure service level attainment, operational efficiency, and cost-effective resource utilization. The role partners closely with Operations, Marketing, Finance, and leadership to deliver data-driven insights and enable proactive decision-making.

Requirements

5+ years of workforce management, workforce planning, capacity planning, or contact center analytics experience.
Knowledge of contact center metrics.
Strong attention to detail with excellent listening, communication, and documentation skills.
Proficiency in Microsoft Office Suite (Excel, Word, Outlook).
Strong analytical skills.
Knowledge of regulatory compliance requirements in a sales environment.

Nice To Haves

5+ years WFM experience utilizing and implementing forecasting methodologies for contact centers with multi-skill and multi-channel complexity required.
Experience developing long-range capacity plans.
Experience in effectively presenting staffing recommendations to senior leadership.
Bachelor’s degree in business, Finance, Operations, Analytics, or related field.
Advanced Knowledge of and experience with QA tools such as NICE, Calabrio, Verint, or similar as well as AI tools such as Cresta AI, etc.
Proven success in analytics and creative problem-solving
Strong organizational skills and follow-through abilities with particular attention to detail

Responsibilities

Own and continuously improve forecast accuracy through ongoing validation of assumptions, trend analysis, and refinement of forecasting models.
Create and maintain capacity plans that align staffing resources with forecasted demand, service level goals, productivity expectations, and budget objectives.
Analyze workforce metrics including forecast accuracy, occupancy, utilization, shrinkage, schedule adherence, attrition, average handle time, and service levels to identify trends, risks, and opportunities.
Evaluate resource capacity versus business demand and provide proactive recommendations to leadership regarding hiring, staffing levels, overtime, voluntary time off, cross-training, and workforce allocation.
Recommend optimal operating hours, staffing models, shift structures, flexible work arrangements, and part-time staffing strategies based on customer demand, associate availability, and business objectives.
Partner with Operations, Marketing, Finance, HR, and business leaders to anticipate workload impacts from new products, campaigns, organizational changes, and strategic initiatives.
Consult with Operations leadership by translating workforce analytics into actionable staffing recommendations that balance customer experience, employee engagement, service levels, and financial objectives.
Conduct scenario modeling and "what-if" analyses to evaluate the operational and financial impact of changing demand patterns, staffing assumptions, and business initiatives.
Identify staffing gaps and recommend schedule realignments, hiring plans, shift bids, and resource optimization strategies to maintain service level objectives.
Continuously evaluate workforce planning methodologies and forecasting assumptions, recommending improvements that increase forecast accuracy and operational performance.
Partner with operational leaders to identify performance trends, operational inefficiencies, and process improvement opportunities using workforce analytics.
Lead or support workforce planning initiatives that improve productivity, cost efficiency, customer experience, and operational effectiveness.
Serve as the subject matter expert (SME) on current and needed staffing software, ensuring the appropriate tools and functionality are in place to support an optimal staffing process.
Collaborate with IT and software vendors to evaluate new functionality, recommend enhancements, and support implementation of workforce management technology that improves planning accuracy and operational efficiency.
Support business continuity by assisting with workforce planning during system outages or operational disruptions and recommending appropriate staffing alternatives.
Stay current on workforce management best practices, technology advancements, and industry trends to continuously improve workforce planning capabilities.