Workforce Management Planner

Beacon Hill; Fort Snelling Unorganized Territory (MN); Hybrid; USD 70,000 - 100,000; Full time

Job summary

A staffing agency is seeking a Workforce Management Planner in Fort Snelling Unorganized Territory, MN. The ideal candidate will craft short-term forecasts for a dynamic contact center, assess staffing needs, and improve scheduling strategies. Key responsibilities include analyzing trends, building BI reports, and communicating effectively across teams. A hybrid working schedule allows for one day onsite per week. This role requires profound analytical skills and proficiency in Excel and BI tools, ideally with a focus on workforce forecasting.

Qualifications

• Proven analytical skills with ability to interpret complex data.
• Advanced Excel proficiency including complex formulas and models.
• Experience with workforce forecasting techniques.
• Strong and clear communication skills essential for role.
• Ability to work independently and adapt to shifting priorities.
• Experience with Tableau, BI tools, or Workday data a plus.
• Strategic thinking‑ability to turn long‑term forecasting into short‑term plans.

Responsibilities

• Build daily and weekly short-term forecasts using historical data.
• Develop staffing plans for shift coverage and time-off.
• Track and analyze variances from planned volumes.
• Create actionable BI and Tableau reports to improve decision-making.
• Evaluate agent expectations and workflows across different interaction types.
• Create or refine performance indicators for handle times, volume trends, and productivity.
• Recommend improvements and new approaches for forecasting and scheduling in an omnichannel environment.
• Partner with senior planners and the P3 team to streamline and elevate workforce management processes.
• Build actionable BI and Tableau reports to surface trends and improve decision‑making.
• Leverage combined or new data sources to enhance visibility into labor shrinkage, capacity, and operational metrics.

Skills

Analytical skills

Advanced Excel proficiency

Workforce forecasting experience

Strong communication skills

Independent working ability

Experience with Tableau or BI tools

Strategic thinking

Tools

Tableau

BI tools

Workday data

Job description

About the Role

Beacon Hill is partnering with a client in Saint Paul, MN to hire a Workforce Management Planner. This person will translate long‑term strategic planning into accurate, actionable short‑term forecasting for a large contact center environment.

You’ll create short‑term forecasts, analyze trends, build BI reporting, and collaborate with senior planners to optimize staffing and service levels. The ideal candidate is analytical, independent, process‑oriented, and a clear communicator who contributes ideas and drives improvements.

This role follows a hybrid schedule with one day required onsite per week, with full training and strong long‑term potential.

Key Responsibilities

• Build daily and weekly short‑term forecasts using historical data, trends, and long‑range plans.
• Develop interval‑level staffing plans to determine coverage for shifts, breaks, lunches, overtime, and time‑off.
• Identify peak intervals or potential coverage gaps and recommend proactive solutions.
• Track and analyze variances from planned volumes or staffing levels and help drive corrective actions.
• Evaluate agent expectations and workflows across different interaction types.
• Create or refine performance indicators for handle times, volume trends, and productivity.
• Recommend improvements and new approaches for forecasting and scheduling in an omnichannel environment.
• Partner with senior planners and the P3 team to streamline and elevate workforce management processes.
• Build actionable BI and Tableau reports to surface trends and improve decision‑making.
• Leverage combined or new data sources to enhance visibility into labor shrinkage, capacity, and operational metrics.

Required Skills & Qualifications

• Proven analytical skills with ability to interpret complex data.
• Advanced Excel proficiency (complex formulas, models, forecasting).
• Experience with workforce forecasting.
• Strong communication skills; direct and clear communication style.
• Ability to work independently and adapt to shifting priorities.
• Experience with Tableau, BI tools, or Workday data a plus.
• Strategic thinking‑ability to turn long‑term forecasting into short‑term plans.

Preferred Traits

• Creative thinker who enjoys shaping and improving processes.
• Confident communicator who speaks up and influences decisions.
• Comfortable working with limited backend systems and refining them.

Beacon Hill is an equal opportunity employer and individuals with disabilities and/or protected veterans are encouraged to apply.

California residents: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

If you would like to complete our voluntary self‑identification form, please click here or copy and paste the following link into an open window in your browser: https://jobs.beaconhillstaffing.com/eeoc/

Completion of this form is voluntary and will not affect your opportunity for employment, or the terms or conditions of your employment. This form will be used for reporting purposes only and will be kept separate from all other records.

We look forward to working with you.