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2017-01-10 15:06:21
Job description
Key Skills:
Workforce Planning Manager LOC : Cincinnati, OH
2017-01-10 15:06:21
Job Type:
Full Time only
Budget $: 100,000 - 200,000
Budget $: 100,000 - 200,000
Job description
- General FunctionThe Workforce Planning manager (WPM) will lead and develop the long-term strategic planning for Operations.
- The (WPM) will be responsible for providing operational and tactical guidance to the business units and executive level management.
- This individual owns the optimization of forecasting for Globally.
- This person will be responsible for the flow of contacts through all systems to ensure efficient contact delivery and completion.
- This person will ensure the validity of data through reporting and recommend and implement business strategies to increase efficiency in contact completion and enable all customer service areas to meet overall corporate goals.
- This person will work with peers in all centers to ensure enterprise approaches to WFM are being taken.
- The (WPM) will lead the head count and metric planning for the FI, Fraud, Merchant, CS, Collections, etc.
- Organizations through partnering with the appropriate business units, executive level management, finance as well as working with the
- Product development units to integrate their impacts on the business drivers.
- Support the director of Workforce
- Planning to ensure the strategies and objectives of the business are effectively balanced between the business goals and the budget requirements.
- Prepare analysis and recommendations for the business to improve efficiency and performance and meet the goals of the business in a cost effective and customer focused manner.
- Performing monthly, annual, and 3 year head count and metric forecasting for
- Build statistical models based on historical data, probability and upcoming drivers
- Maintain and analyze historical data within modeled databases including maintaining accurate seasonal factors, holiday factors, etc.
- Maintain a rolling 18 month forecast explaining metrics and HC requirements
- Analyzing and recommending business directions while considering the impact to the overall customer experience
- Leading and inspiring cross-functional teams by leveraging excellent collaboration skills
- Being measured on achieving top line business metrics performance to plan
- Develop, deliver and present the long term Capacity Plan on a monthly basis to SVP and VP leaders of
- The (WPM) will lead, deliver and execute the operations HirePlan for FI, Fraud, Merchant, CS, Collections, etc.
- Organizations through partnering with the appropriate business units, training, recruiting, HR, executive level management and finance.
- Deliver weekly, monthly and annually HirePlans for business units
- Track historical HC, attrition rates, movement between business units, training requirements, HC requirements, new hire classes
- Maintain a rolling 18 month HirePlan outlining HC movement, upcoming new hire classes, training and attrition
- Execute approved HirePlan from Capacity Plan meeting and deliver hiring strategies to all business units, training and recruiting
Key Skills:
