Posted On: 12-06-2017
Position Title: Director, Global Workforce Planning and Optimization
Job Location:  Itasca, IL or Toronto ON or Buffalo NY
Contact Information:
Jon Gaunt
Director Global Talent Acquisition
Livingston International
Phone: 312-516-4187
Mobile: 312-339-8986
141 West Jackson Boulevard, Suite 1510A, Chicago, IL 60604

The Director, Global Workforce Planning and Optimization, is a key leader within Livingston and is responsible for the development of the enterprise workforce management capability and implementation and ongoing management of a best in class workforce management program and tools, including workforce management, desktop analytics, scorecards, KPIs, dashboards, and reporting. The position will be responsible for defining the workforce management process and supporting governance model to ensure service levels are met at the lowest cost This includes ongoing responsibility for forecasting and scheduling resources across Livingston’s network of Service Delivery Centers  Other responsibilities include monitoring resource capacity, utilization, effectiveness, and throughput  The scope of this role spans across Livingston’s three Operating Units; North American Brokerage, Global Trade Management and International Freight and Transportation Services  Additional oversight of the back office is likely once a program is implemented across core business functions  This position requires a hands on leader with deep experience managing change across a large scale operational environment

Duties & Responsibilities

  • Development of Livingston’s workforce management and planning strategy which includes both process and supporting technology
  • Build, lead and develop a high performing Workforce Management Team
  • Helps with initial solution configuration and UAT testing; ongoing configuration as enterprise WFO footprint expands into back office; assists with upgrades and lab environment maintenance
  • Understands and maintains documentation for data model design, data integration, and adapter schedule
  • Coordination and collaboration across locations and lines of business as it relates to service level attainment and resource optimization
  • Coordinate, drive and measure results in long and short-term forecasting, resource scheduling, intraday adjustment and real-time management
  • Utilize WFM software tools and planning processes to generate and create optimized schedules and plan offline activities to ensure all SLAs and cost per transaction metrics are consistently met
  • Review volume forecasts and staffing gaps with Service Delivery Management Teams on a daily, weekly, monthly, quarterly and yearly basis
  • Coordinate with Service Delivery Management to develop and maintain workflows and standard operating processes with associated dwell time and average transactional time to be used as inputs to planning model
  • Maintain relationships with external vendors who supply the software for WFM and phones systems
  • Collaborate across internal departments (training, regulatory affairs, sales, marketing, etc) to identify events that impact volumes or resource availability to devise plans to ensure service is met and costs are optimized
  • Provide executive level reports on workload trends & staffing requirements
  • Works with business area end-users to understand requirements for reporting and KPI development
  • Ensures all WFO system reports and scorecards are run; creates ad hoc reports as needed for WFO Team and Business
  • Engage in development of overall service delivery strategy to evaluate material shifts in channel usage and a push to automation or self-service where possible (automation, self-service, offshore resources, etc) continuing to drive maximum efficiency
  • This position must be able to align WFM efforts to overall customer outcomes and support company objectives


  • Expert level background using WFM software, including application administration, configuration, and building corresponding operational analysis
  • Knowledgeable of WFO tools including scorecards, dashboards, reporting, and desktop analytics
  • Ability to troubleshoot technical/ application issues
  • Strong mathematical, analytical, communication, documentation, and organization skills
  • Ability to shift priorities as business demands change
  • Proven ability to manage several projects and tasks at one time
  • Ability to analyze, quantify and document data and report on findings at both detailed and executive levels
  • Ability to facilitate discussions cross-functionally to understand business needs and recommend and implement change
  • Project management skills in order to handle diverse projects, often simultaneously, and meet aggressive deadlines
  • A high level of interpersonal and verbal communication skills necessary to relate to other people and their systems knowledge level
  • Ability to analyze complex situations and problems and do the necessary research using multiple sources of information to arrive at innovative solutions


  • Equipment use is consistent with that of an office environment


  • Minimum education required:  Bachelor’s degree or Post-Secondary education
  • Minimum experience required:  This position requires at least five years workforce management and planning experience including strategic planning, daily Workforce Management
  • Leadership of direct reports
  • A demonstrated expertise in forecasting, capacity planning, scheduling and root cause analysis
  • Knowledge of the customs industry and its regulations and programs is an asset


Person Contacted Nature of Contact Frequency




Within the






Vice Presidents







Managers, Supervisors and Front line employees

Provide summarized information about key operational and financial measures



Understand operational needs and key constraints or cost drivers to develop analytical tools to support operational performance


Understand processes and how those processes relate to operational performance  Understand associated data created by daily operations to build reporting tools and capabilities


Weekly, Monthly, as needed


Daily, Weekly, Monthly, Project basis


Daily, Weekly and as needed


Outside the



Workforce Management Vendors Negotiations and ongoing relationship management
_______ No supervisory responsibilities
_________ Supervisory responsibility not normally a part of the job but there may be a requirement to show other employees how to perform tasks or duties
_________ Lead worker in a group engaged in similar or closely related tasks  Responsibility for correct and satisfactory completion of work, but generally works along with those supervised
________ With limited authority, directs work of a group of employees within a unit, with responsibility for assigned work, checking results, training and appraising staff or making recommendations thereon
____X____ Full hiring/firing responsibility for a unit  Plans, directs and coordinates work, develops staff, controls costs, budgets, etc
No of Emps Supervised Titles of Employees Supervised Nature and Extent of Supervision

________ 1 to 4


____X___ 5 to 9

Workforce Management Analyst (Sr Analyst), Planning Analyst, Workforce Optimization Analyst Will be building this team from scratch and must have experience building a high performing team

________ 10 to 14


________ 15 to 20


  • Working conditions consistent with that of an office environment
  • Fast paced transformation initiative where information and direction may change rapidly
  • Expected to work independently and within a group to manage workload and deliverables