WFM Long-Term Planning Manager
| Company | Shipt |
|---|---|
| Location | Birmingham, AL, USA, Minneapolis, MN, USA |
| Salary | $73000 – $176000 |
| Type | Full-Time |
| Degrees | |
| Experience Level | Senior |
Requirements
- 5 years of forecasting in a contact center environment
- 5 years of developing and maintaining capacity models
- Expert level skill set in Excel/Google Sheets
- Advanced data analysis and modeling skills
- Proven relationship builder with strong negotiation skills
- Entrepreneurial mindset with ability to take full ownership of key processes and tools
- Experience with WFM tools (NICE/Verint, etc.)
Responsibilities
- Develop long-term contact volume, workload and headcount forecasts using modern time series regression models
- Develop and maintain a capacity model to guide accurate resource decisions up to 18 months out
- Be responsible for headcount assumptions for all budget/financial reviews in partnership with Business Intelligence Manager and Finance Manager
- Develop a mechanism to report out on financial performance within the current month to guide accurate mid-month resource decisions
- Collaborate with internal and vendor contact center leadership to develop a training plan for when new agents need to be hired and/or cross-trained
- Partner with scheduling and intraday WFM leader to ensure interval level forecasts remain in alignment with approach and format of long-term forecast
Preferred Qualifications
-
No preferred qualifications provided.