Posted On: 03-10-2017
Position Title: Workforce Management Long-Term Planner
Job Location(s): Denver, CO (DTC), Milwaukee, WI, Andover, MD, Overland Park, KS
Apply Online:

Position Highlights

Be Bold Be Brilliant

Would you like to be a part of one of America’s leading financial services firms? Great-West Financial is the nation’s second largest insurer in sales of individual life insurance through banks. We also offer annuity and executive benefits products. Under Empower Retirement, we provide employer sponsored retirement plans as the nation’s second largest retirement plan provider.

Our over 5,000 associates across 40 locations across the country provide world class service to:

30,000+ employer sponsored retirement plans

8 million+ employees participating in their employer-sponsored retirement plan

467,700+ individual life insurance and annuity accounts

$460 billion+ total assets under administration

The Long-term Planner is responsible for supporting the leadership team in directing and overseeing the long term forecasting, budgeting and associated staffing direction for across all lines of business and locations. This role partners with Talent Acquisition, Training, Human Resources and business leaders to actively create and manage our resources end-to-end lifecycle within Participant Services and beyond. The Long-term Planner is also responsible for partnering and planning in ways that will enabling us to deliver effective service to incoming participant contacts. This role will scope initiative impacts to our workflow and then plan accordingly, enabling us too met/exceeded our goals. By doing the above the Workforce Support Long Term Planner will significantly contribute to retention of employees, existing business, acquisition of new business, and meeting client contractual obligations.

Primary Responsibilities

  • Responsible for building the staffing plans 90+ days for given planning group(s)
  • Build relationships with key groups and individuals in Participant Services that are critical to success
  • Perform regular variance analysis on given planning group(s) (plan vs. plan and plan vs. actual)
  • Perform ad-hoc analysis related to staffing plans, make recommendations to close gaps and follow-up to ensure execution
  • Annual and ongoing budget planning for a given planning group(s)
  • Partner with training department on capacity planning and logistics for new hire classes
  • Support process improvement efforts across the long-term planning team
  • Find opportunities for process improvement in individual planning group(s)
  • Support staffing across participant services related to business continuity considerations and impacts
  • Provide strategic direction to senior level leaders based on results of analysis
  • Readily articulate the present state of assigned part of business and can influence short term to long and long term changes to improve the outcomes
  • Forecast future required inputs needed for staffing plan for a given planning group(s)
  • Communicate complex information in a clear way that is easily understandable
  • Trend analysis – measure metrics over time and analyze impact to future periods
  • Represents all workforce functions across daily interactions
  • Impact future performance for participant services


  • Bachelor’s Degree in Business or related field preferred or equivalent education and experience
  • Minimum 2 years call center experience required
  • Minimum 1 year workforce management experience in a call center environment
  • Forecasting experience
  • Intermediate to advanced knowledge of workforce and contact center systems and processes
  • Process improvement skills
  • Trend analysis
  • Proficiency with Microsoft Excel, Word, and PowerPoint preferred for report generation
  • Ability to make recommendations based upon analysis, data and input from peers and management
  • Decision making based on impact analysis
  • Strong analytical and problem solving skills
  • Strong verbal and written communication skills
  • Accuracy and attention to detail
  • Relationship building skills

Disclaimer: The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this job.

About Great-West Financial

At Great-West Financial® and Empower Retirement, our more than 5,000 associates are dedicated to helping customers secure their financial futures. We offer a range of retirement savings products, life insurance, annuities and investment services from offices across the country. If you’re interested in joining a company that enjoys a record of strong performance and is rich in history yet innovative, bold and transformative, then our organization is an outstanding place for you to grow and succeed. We’re an equal opportunity employer dedicated to workforce diversity. We’re also committed to providing a drug-free workplace.