Posted On: 6-13-2023
Position Title: Workforce Insights Lead
Job Location: Atlanta, GA
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Support Now is an essential sub-department of Field Operations. We provide support to our corporate users and quick-service restaurants by making it easy for our Operators, Team Members, and Staff to get answers, solve problems and identify opportunities.  We measure success by the speed, accuracy, and experience we provide. The services we offer include general business support, IT and operation support, systems and application support, networking support, and many other technologies that are utilized by our Franchisees. We also focus on continuous improvement, strategy and insights to make things better for today and where Chick-fil-A is headed tomorrow.

The Resource Planning and Forecasting Lead will support the Workforce Management team and Support Now by providing long-term and short-term staffing recommendations for the contact center. This includes monitoring, forecasting, and comparing reports to provide valuble insights and recommendations on staffing and skilling strategies to achieve service level objectives. This role will also be responsible for identifying trends amongst all Stakeholders within Support Now and perform adhoc scheduling “what if scenarios” on volume and key performance indicators to understand workforce demands and agent call behaviors to support the needs of the business. The Resource Planning and Forecasting Lead will also deliver scheduling templates, shrinkage reports, arrival pattern analysis, intraday forescasting, utilization, adherence and real-time data to ensure we increase our productivity and utilize our resources efficiently and effectively. This role will require the ability to develop effective relationships with partners, as well as an analytical mindset to ensure the workforce management team meets desired service level goals for all of Support Now.

Our Flexible Future model offers a healthy mix of working in person and virtually, strengthening key elements of the Chick-fil-A culture by fostering collaboration and community.


  • Create, maintain, and provide forecast templates to Support Now to ensure our staffing and utilization are aligned with performace goals.
  • Work with Product Lead in determining appropriate tools to perform workforce management operations within Support Now.
  • Leverage the future Workforce Management enterprise tool to create and streamline workforce processes and outputs for a more efficient and streamlined workforce planning strategy.
  • Consult with all relevant internal and external stakeholders to Support Now to provide any relevant staffing trends or operational workforce insights.
  • Work in partnership with the Analytics and Insights team to create, streamline, and calibrate on reports and key performance indicators to ensure consistency and clarity in the strategies we provide.
  • Calibrate with Operations Leads to ensure shrinkage metrics are on target and utilized effectively with the intent to achieve service level agreements.
  • Obtain insights from real-time agents to help plan for PTO and scheduling templates for Support Now, as well as understand real-time adherence to schedules and make recommendations to adjust as needed.
  • Partner with Analytics team to deliver data driven insights regarding the workforce and key performance indicators to make recommendations for changes in the strategies and processes set forth by Support Now or external stakeholders.
  • Acts as a liason to Support Now teams for the workforce management team to ensure collaboration and effective teamwork.
  • Works independently, unsupervised, and cross-functionally within Support Now and externally to make decisions for the Workforce Management team on select topics including but not limited to delivery of strategic plans, reccomended changes in process or procedure, systems and software functionality, as well as resource allocation based on data driven plans.
  • Performs any other related duties as required or assigned independently.

Minimum Qualifications

  • Bachelor’s Degree in Business, Finance, Math, Statistics, Engineering or other related quantitative/technical fields
  • 5-7 years work experience
  • 2-3 years of workforce analytics experience

Preferred Qualifications

  • Master’s Degree in Business, Finance, Math, Statistics, Engineering or other related quantitative/technical fields
  • Access/Analyze Data via Five9 and Workforce Management Enterprise Platform
  • Strong ability to analyze and make recommendations for the business independently
  • Understanding the fundamentals of data quality, key performance indicators, and strategy to solve a variety of staffing requirements/scenarios
  • Strong decision-making skills to solve practical problems that may arise in situations that require immediate decisions with limited information, but knowledge to do so
  • Experience in Microsoft Shifts, Tableau, Five9, Alteryx, Cognos, and other data processing tools including but not limited to Workforce Management Enterprise Software.
  • Understands Workforce Management laws and regulations
  • Strong familiarity with forecasting techniques and how seasonality and certain events impact different variables through direct experience in a prior forecasting role. They also have experience with large sets of data from multiple data sources for visualization purposes as well as statistical analysis purposes.
  • Has had previous experience that specifically finds variables related to the data that is being forecasted. Experience using regression analysis and multi-variable regression analysis in order to find the best possible outcome for forecasting.
  • Strong intrapersonal skills and the ability to work well with others and have a desire to help each individual on the team with their forecasts, staffing planning, scenarios, and performance.
  • Certified Workforce Planning Professional
  • Certified Workforce Management Analyst
  • Six Sigma Green Belt Certification

Minimum Years of Experience


Travel Requirements


Required Level of Education

Bachelor’s Degree

Preferred Level of Education

Masters Degree