Posted on 03-21-12
Company: Carnival Cruise Lines
Title: Manager, Workforce Planning
Location: Miami, FL


Do you have extensive experience in workforce management and the call center industry?  Are you looking for your next big opportunity?  Do you want to innovate, and lead the path for a new way of managing an agent population?  Are you looking for a company that provides you unlimited opportunity for career growth and development?   We’re currently looking for a Manager of Workforce Planning to work at our Miami headquarters. The ideal candidate must possess a strong desire to lead change in the organization. As a Carnival Cruise Lines Workforce Planning Manager, we are looking for creativity and strong leadership skills that will revitalize our forecasting and staffing models, while improving daily performance management.   The Workforce Planning Manager will also focus on fostering open communication, coaching and the development of the shared contact center supported groups.

Key Responsibilities and Duties

External Client Relationship Management

  • Manage client WFM relationships
  • Including but not limited to staffing-related reporting deliverables
  • Foster and develop communication between outsourcing companies.
  • Weekly meetings to review performance, upcoming events and forecast
  • Monthly review of contract labor cost vs. budget and forecast projections

Internal WFM Department Management

  • Manage the Forecasting, Tracking and Real Time WFM personnel
  • Develop training curriculum and materials for staff development
  • Oversee intraday management of scheduling procedures
  • Analysis of real time workload requirements and call routing to manage performance to service level requirements
  • Responsible for maximizing efficiency and occupancy while meeting service objectives
  • Oversee administration and utilization of WFM software and ACD reporting
  • Optimization of call routing strategies including use of multi-skilling and queue management techniques
  • Capacity planning
  • Management of off phone planning and adherence

Interdepartmental Relationship Management

  • Responsible for facilitating communication between WFM and front line Operations
  • Oversee the data collection , analysis, and reporting of historical center and agent performance statistics
  • Monthly updates on upcoming initiatives, timelines and forecasted estimate of impact to contact centers

Forecasting & Planning

  • Responsible for managing departmental budget, and associated financial analysis
  • Staff planning and volume forecasting
  • Working with multiple departments (Operations, Finance, etc.) on long-term financial forecasting

Strategic Planning

  • Development and management of processes and procedures that drive improvement in agent attrition and absenteeism
  • Work with Contact Center Sr. Director and Operational leadership (Directors and Managers) to manage key corporate initiatives that align with the long term strategic plan
  • Collaborate on and execute business continuity plans when necessary
  • Contact Center support and presentations

If interested please apply online at our website at