Workforce Planning Manager
About The Position
Join the Ritz-Carlton Yacht Collection: Where Every Voyage is a Symphony of Luxury Embark on an extraordinary journey with the Ritz-Carlton Yacht Collection, an exquisite extension of the renowned Ritz-Carlton brand, dedicated to redefining ultra-luxury hospitality at sea. As a "Lady or Gentleman" of our esteemed team, you'll be entrusted with the art of delivering the impeccable "Gold Standards" that have made the Ritz-Carlton an epitome of excellence across the globe. The Essence of Excellence: The Gold Standards The Gold Standards are the bedrock of the Ritz-Carlton experience, setting us apart in the industry and establishing a legacy of unparalleled service. These standards embody the values and culture that define our brand, and serve as the compass guiding our every endeavor. The Employee Promise At The Ritz-Carlton, our Ladies & Gentlemen are the most important resource in our service commitment to each other and our guests. By applying the principles of trust, honesty, respect, integrity, and commitment, we empower and nurture talent to the benefit of each individual and the company. The Ritz-Carlton fosters a culture where all are valued, quality of life is enhanced, individual aspirations are fulfilled, and The Ritz-Carlton Mystique is strengthened. Join us on a journey where every day is a testament to the highest standard of luxury and service. Apply now and be part of an unparalleled legacy in hospitality.
Requirements
- 8–12+ years of workforce management experience in a high-volume contact center environment.
- 3–5+ years in a leadership role managing WFM teams.
- Proven expertise in forecasting, capacity planning, and headcount modeling.
- Strong analytical skills with experience using WFM tools and data visualization platforms.
- Deep understanding of contact center metrics (e.g., service level, AHT, occupancy, shrinkage).
- Experience managing multi-channel and/or global contact center operations preferred.
- Excellent leadership, communication, and stakeholder management skills.
- Bachelor’s degree required; advanced degree or certifications (e.g., Six Sigma, WFM certifications) preferred.
Nice To Haves
- Advanced degree or certifications (e.g., Six Sigma, WFM certifications) preferred.
Responsibilities
- Develop and execute enterprise-wide workforce management strategies aligned with business goals and service level targets.
- Own long-term capacity planning includes budget modeling, hiring plans, and scenario analysis.
- Partner with Sales, Finance and Operations to align staffing plans with financial forecasts and growth projections.
- Lead short-term and long-term forecasting across multiple channels.
- Build and continuously refine forecasting models using historical data, trends, and business drivers.
- Conduct scenario planning to support peak periods, seasonality, and business changes.
- Oversee headcount planning, ensuring optimal staffing levels to meet SLAs while controlling labor costs.
- Analyze staffing gaps, shrinkage, and attrition trends to proactively adjust hiring and scheduling strategies.
- Drive continuous improvement in workforce efficiency and utilization.
- Ensure effective scheduling practices that balance service levels, agent experience, and operational constraints.
- Oversee real-time adherence, intraday performance, and contingency planning.
- Implement tools and processes to improve real-time decision-making.
- Lead, mentor, and develop a team of WFM managers, analysts, and schedulers.
- Foster a high-performance culture focused on accountability, collaboration, and continuous improvement.
- Establish clear KPIs and development plans for team members.
- Own and optimize WFM systems (e.g., NICE, Verint, Genesys, etc.).
- Drive automation, reporting enhancements, and process improvements.
- Ensure data integrity and reporting accuracy across all WFM functions.
- Partner closely with Operations, HR, Finance, and IT to align workforce strategies with business needs.
- Provide insights and recommendations to senior leadership on staffing, performance, and operational risks.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
