Posted On: 11-18-2014
Position Title: Long Range Forecast Manager: 915160
Job Location: Framingham, MA; Florence, KY; Aurora, CO; Rochester, NY; Lincolnshire, IL; Brooklyn Park, MN; Halifax, NS; Regina, SK
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Position Summary:

Provide exceptional leadership, clear direction, and continuous guidance to the WFM Planning team responsible for forecasting workload and planning resources for the NAD Customer Service Contact Centers. Ensure forecasting and planning models are continuously updated using historical data along with available business intelligence. Consistently and pro-actively partner with business leaders to communicate staffing requirements and hiring recommendations. Work in conjunction with WFM leadership team to establish best practices and refine processes within WFM that support NAD Customer Service objectives and overall business strategy.

Primary Responsibilities:

  • Forecast daily workload (contact volume and AHT) and calculate resource requirements for all lines of business within NAD Customer Service
  • Provide long-range work and staff projections, including new hire recommendations in order to support the achievement of service levels within budget
  • Calculate and deliver short-term staff requirements; collaborate with business leaders to make staffing decisions that support operational objectives
  • Provide on-going coaching and development to Workforce Management Forecasting and Staff Planning Analysts to ensure planning targets are consistently achieved
  • Motivate and develop Analysts by providing a supportive, challenging work environment
  • Foster a process-focused environment that consistently and effectively promotes continuous improvement with the goal of producing the highest-quality outcomes
  • Fully integrate and balance big-picture concerns with day-to-day activities, raise key issues where appropriate Regularly review Staff Planning Models, WFM planning methodologies, and staffing recommendations and rationale with various leaders within the operation
  • Regularly review Staff Planning Models, WFM planning methodologies, and staffing recommendations and rationale with various leaders within the operation
  • Ensure that key best practices and lessons learned are fully adopted across team and become embedded in how Planning Team supports the overall staffing strategy of the Customer Service organization
  • Plan and facilitate highly effective meetings within and outside of WFM, ensuring all objectives are met with minimal wasted effort
  • Prepare and deliver dynamic presentations using data and analytics to tell a compelling story
  • Support and educate the WFM Scheduling and Command Center teams regarding the workload forecasts and staff plans to ensure Workforce Management continuity
  • Prepare dynamic presentations, clearly and concisely frame complex issues, despite incomplete or ambiguous information, addressing all critical elements
  • Act as WFM liaison on Customer Service project teams; ensure WFM methodologies and processes are aligned with customer objectives
  • Assist business partners with the analysis and interpretations of WFM data and make recommendations for changes to optimize productivity


Basic Qualifications:

  • High School Diploma
  • Bachelor’s Degree or equivalent work experience
  • 6 years in Workforce Management, with at least 4 years in WFM Forecasting or Planning
  • 3 years in a manager or supervisory role


: Customer Service/Contact Centers


: US-MA-Framingham

Other Locations

: US-CO-Aurora, US-IL-Lincolnshire, US-KY-Florence, US-Minnesota, US-NY-Rochester


: Full-time

Employment Statement
Staples is an Equal Opportunity Employer who values the diversity of our people, products, and services.