Manager, Workload Planning and Forecasting

Jobtailor; Arizona; On-site; USD 90,000 - 140,000; Full time

Job summary

Jobtailor in the United States is seeking a senior Workforce Management leader to oversee forecasting, capacity planning, and real-time monitoring in a complex contact-center environment. You will guide teams, partner with internal and external stakeholders, and drive improvements across processes.

The role emphasizes data-driven decision making, risk management, and change leadership, with responsibilities spanning reporting, vendor management, and strategic initiatives that align with business

Qualifications

• Bachelor's degree or 4 years of relevant education and/or experience; total of 10 years of experience without bachelor's degree.
• Minimum 6 years of experience in strategic supplier or workforce management.
• 2 years of direct team lead, supervisory or management experience.
• Current knowledge of workforce management best practices, centers of excellence, and workforce management software.
• Ability to effectively perform in a fast-paced, deadline-oriented work environment.
• Experience with call center dynamics, including workload demand forecasting, staffing, queues, schedule preferencing, data analysis and performance metrics.
• Ability to explain data insights to senior leadership and internal and external stakeholders.
• Direct experience leading Workforce Management teams responsible for schedule planning and administration, skilling, and real-time management within a complex contact center environment.
• Proven success driving workforce management transformation initiatives, including process redesign, operating model improvements, technology enhancements, or transitions.
• Demonstrated ability to lead change within established organizations and drive adoption of new workforce management strategies and processes.
• Experience translating workforce management insights into business decisions and influencing leaders across operational, functional, and executive levels.

Responsibilities

• Manage and guide teams supporting operational workforce planning and forecasting activities.
• Establish effective relationships with internal and external partners to ensure accurate and reliable workforce management processes, procedures, and systems.
• Maintain process taxonomy inventory and execute documented controls.
• Identify and consult on operational performance opportunities related to scheduling, forecasting, capacity planning, and real-time monitoring.
• Monitor supplier performance, ensure delivery meets established metrics, and escape issues or risks to leadership.
• Oversee contracted processes, identify efficiency gaps, recommend optimization opportunities, and reduce third-party vendor costs.
• Guide workload strategies, capacity planning, and work assignment delivery to support performance objectives.
• Ensure workload forecasts and schedules are timely, accurate, and incorporate channel inputs and business injects.
• Set direction for reporting design, requirements gathering, communications protocols, release schedules, quality assurance, and change management.
• Provide analysis and strategic consulting aligned with association initiatives and capabilities.
• Oversee and perform forecasting analysis and data mining on special business topics.
• Partner with Finance, Line of Business or Functions, HR, and other internal and external areas.
• Provide oversight for special projects involving process definition, process improvement, or client satisfaction.
• Build and oversee a team through recruiting, development, retention, coaching, support, performance management, and managerial activities.
• Identify, measure, monitor, and control business risks in accordance with risk and compliance policies and procedures.

Skills

Workforce management

Forecasting analysis

Data analysis

Team leadership

Change management

Relationship building

Communication

Risk management

Process improvement

Strategic supplier management

Education

Bachelor's degree or equivalent experience

Tools

Workforce Management Software

Job description

• Manage and guide teams supporting operational workforce planning/management and forecasting activities
• Establish effective relationships with internal and external partners to ensure accurate and reliable workforce management processes, procedures, and systems
• Maintain process taxonomy inventory and execute documented controls
• Identify and consult on operational performance opportunities related to scheduling, forecasting, capacity planning, and real-time monitoring
• Monitor supplier performance, ensure delivery meets established metrics, and escape issues or risks to leadership
• Oversee contracted processes, identify efficiency gaps, recommend optimization opportunities, and reduce third-party vendor costs
• Guide workload strategies, capacity planning, and work assignment delivery to support performance objectives
• Ensure workload forecasts and schedules are timely, accurate, and incorporate channel inputs and business injects
• Set direction for reporting design, requirements gathering, communications protocols, release schedules, quality assurance, and change management
• Provide analysis and strategic consulting aligned with association initiatives and capabilities
• Oversee and perform forecasting analysis and data mining on special business topics
• Partner with Finance, Line of Business or Functions, HR, and other internal and external areas
• Provide oversight for special projects involving process definition, process improvement, or client satisfaction
• Build and oversee a team through recruiting, development, retention, coaching, support, performance management, and managerial activities
• Identify, measure, monitor, and control business risks in accordance with risk and compliance policies and procedures

Requirements

• Bachelor's degree OR 4 years of relevant education and/or experience may be substituted in lieu of degree; total of 10 years of experience without bachelor's degree
• 6 years of experience in strategic supplier or workforce management
• 2 years of direct team lead, supervisory or management experience
• Current knowledge of workforce management best practices, centers of excellence, and workforce management software
• Ability to effectively perform in a fast-paced, deadline-oriented work environment
• Experience and knowledge of call center dynamics, including workload demand forecasting, staffing, queues, schedule preferencing, data analysis and performance metrics
• Ability to explain data insights to senior leadership and internal and external stakeholders
• USAA does not provide visa sponsorship; applicants must not require immigration support now or in the future
• Direct experience leading Workforce Management teams responsible for schedule planning and administration, skilling, and real-time management within a complex contact center environment
• Proven success driving workforce management transformation initiatives, including process redesign, operating model improvements, technology enhancements, or transitions
• Demonstrated ability to lead change within established organizations and drive adoption of new workforce management strategies and processes
• Experience translating workforce management insights into business decisions and influencing leaders across operational, functional, and executive levels

Core Competencies

Demonstrates expertise in workforce management, including strategic supplier management, forecasting, and capacity planning. Proven ability to lead teams, drive process improvements, and translate insights into actionable business decisions.

Highest-signal resume keywords

• Workforce Management Best Practices
• Team Leadership
• Forecasting Analysis
• Process Improvement
• Data Analysis

ATS Optimization Keywords

Hard Skills

• Workforce Management Software
• Capacity Planning
• Scheduling
• Data Mining
• Performance Metrics
• Process Redesign
• Operating Model Improvements
• Technology Enhancements
• Workload Demand Forecasting
• Real-Time Management

Soft Skills

• Relationship Building
• Change Management
• Communication
• Coaching
• Problem Solving

Industry Keywords

• Call Center Dynamics
• Supplier Performance
• Operational Performance
• Risk Management
• Compliance Policies