Workforce Planning Manager

SIMON•Little Rock, AR

3d•Onsite

About The Position

The Workforce Planning Manager is responsible for designing and maintaining the staffing model for the Retail Banking network, ensuring the right coverage, at the right time, to deliver both service and sales outcomes. This role owns the Verint platform and drives centralized scheduling practices to create consistency, efficiency, and capacity across the branch network.

Requirements

Strong analytical mindset with experience translating data into staffing decisions.
Deep understanding of workforce management principles in a retail, contact center, or service environment.
Proven ability to influence leaders without direct authority.
High attention to detail with strong organizational skills.
Ability to balance operational efficiency with employee experience.
Workforce Management Platforms (Verint preferred).
Advanced Excel (pivot tables, forecasting models, scenario analysis).
Data visualization/reporting tools (Power BI strongly preferred).
Scheduling methodologies and forecasting techniques.
Bachelor’s degree in business, finance, analytics, HR, or related field (or equivalent experience)
5+ years of experience in workforce planning, operations analytics, or retail banking operations
Experience supporting multi-location or branch-based environments preferred
Experience with workforce optimization platforms (Verint strongly preferred)
Problem-solving and critical thinking skills
Clear communication (translating data into actionable insights)
Stakeholder management across Retail leadership
Continuous improvement mindset

Nice To Haves

Workforce Management certification (e.g., SWPP, ICMI) - preferred, not required
Lean or process improvement certification (Six Sigma Green Belt, etc.) a plus

Responsibilities

Administer and optimize the Verint workforce management platform, including forecasting, scheduling, and reporting.
Develop and maintain the retail staffing model aligned with transaction volume, sales activity, and customer demand patterns.
Create centralized scheduling frameworks to improve banker productivity and free up manager capacity.
Partner with Retail leadership to align staffing strategies with sales and service expectations.
Analyze workforce data (traffic, transactions, appointment trends) to recommend staffing adjustments and efficiencies.
Establish scheduling standards and governance across the retail network.
Monitor adherence, scheduling effectiveness, and productivity metrics to drive continuous improvement.
Provide insights into capacity gaps and optimization opportunities.