Posted On: 11-28-2016
Job Title: Manager, Workforce Planning
Job Location: Colorado Springs, CO
Contact: Mark Loikits, firstname.lastname@example.org
PRIMARY PURPOSE OF THE POSITION
The Manager, Workforce Management is responsible for leading a team of associates that support the workforce management needs of multiple business lines (CPS, CCG, and Individual Investor Channel) including planning staffing, forecasting, scheduling, contingency planning, intraday monitoring and analysis. They are required to understand the broader direction of each business unit supported. The Manager is responsible for providing coaching as a means of enhancing each associate’s knowledge, skills, and abilities. The position utilizes data to enhance client service, manage workflow, make changes to the business and establish an environment focused on exceptional client service. The position manages and leads key activities within the team and may do some general training. The Manager also serves as a subject matter expert for forecasting and planning staffing needs for the business units and serves as an expert for more complex forecasting/staff plans with a high degree of complexity. The position may be called upon to support projects and special assignments at the discretion of the Lead Manager. As the businesses have grown over time to more than 2500 non- exempt associates in three primary locations, centralized management is required to ensure that staffing resources are properly utilized and consistent with the goals of the division. The centralized team manages staffing for two thirds of the non-exempt population.
Managing and Leading Others
The Manager, Workforce Management leads the recruitment, management and development of associates within WPM to build and develop a high performing team to deliver on and exceed client expectations. Provides a clear mission and shared direction, motivates and engages team members, and mobilizes them to achieve greater commitment and success.
The Manager, Workforce Management is responsible for building, coaching, measuring and evaluating a high performance team. Has accountability to collaborate with peers. Ensures associates are receiving regular evaluative and developmental coaching focused on improving the overall performance of the team and individual performance. The manager is responsible for ensuring appropriate performance management, use of development plans and applying corrective action in a consistent and fair manner.
Creates a collaborative environment in which associates are encouraged to voice ideas and concerns. The Manager, Workforce Management will maintain a high level of communication with their direct reports, management team and associates through regular one-on-one meetings and sit-in sessions to make the team aware and focused on business priorities, report on progress, and allow associates an opportunity to provide input and feedback. The manager is responsible for creating a collaborative team dynamic that is focused on inclusive decision making, enabling open and honest dialogue.
The Manager, Workforce Management partners with their Lead Manager to ensure that the WPM team is providing workforce management support that aligns with the needs of the business lines supported on an annual, monthly, daily and intra-day level.
The Workforce Manager serves as the primary support resource for their team. Manages resource allocation activities within team and handles escalated client needs. They will interact with internal partners, vendors or client partners to support routine production needs. Supports broader project teams at the Lead Managers discretion. Must understand the workflow and business to represent department and process improvement opportunities and offer potential solutions.
Escalate problems and pertinent issues that arise that pertain to forecasting, planning, staffing or intraday management. Accountable for using metrics and reports to improve business performance and make recommendations to Lead Manager and others. Adopts new procedures and systems and acts as a change agent and early adopter in support of like initiatives.
Ensures broad and consistent application of department policies and procedures. Leads process improvement initiatives as needed on the team. Stays abreast of industry trends through training classes, seminars and applied “lessons learned” sessions. Actively seeks guidance from peers and managers on workforce management related issues and reads relevant industry materials.
Workforce Management Subject Matter Expert
Serves as a leader for Workforce Management capabilities for the WPM team. Attends industry conferences and participates in networking activities on Workforce Management.
Responsible for ensuring proactive analysis of staff utilization to increase efficiencies within the business units. Assesses areas of improvement and works with Analyst team to provide recommendations and partner with the business to execute the plans.
Ensures that team is using historical data and current trends to identify the need for schedule realignments. Serves as point of contact for business partners to gain agreement and fully understand their expectations and goals. Conducts monthly meetings with the business managers to inform them of the plans and to seek agreements on priorities and future directions. Manages special projects and analysis for WPM that requires in-depth knowledge of forecasting, staffing and the operations of the business units supported.
Uses advanced knowledge of staff modeling & applies those skills to create more complex analysis for the business unit utilization. Coaches and mentors team in areas of expertise.
Drive Business Forward:
Evaluates performance methods and ability of department to provide work that helps businesses with strategic benefits. Partners with Sr. Management towards implementing new organizational structures and programs as they relate to staffing.
Identifies areas of opportunity to improve efficiencies within the schedule management processes and delivering valuable data to WPM & the contact center. Identifies short and long term strategies to achieve departmental goals and challenges team to do the same.
- College degree and 2 year of related work experience, or Associate degree and 4 years related work experience, or High School diploma/equivalent and 6 years related work experience
- Acts independently to perform core responsibilities with little or no direct supervision
- Proven ability to make sound decisions
- Ability to escalate and consult with managers to make decisions consistent with TRP
- Experience managing risk
- Proven capability to proactively and urgently address problems
- Strong written and verbal communication skills
- Analytical skills
- Project management skills
- Intermediate to advanced MS Excel and MS Access experience
- Bachelor’s degree with 2 years of related work experience
- Prior supervisor experience
- Prior workforce management experience