Our company is seeking a Workforce Manager to assist in our high volume Risk Operations Organization. The position will regularly collaborate with senior leaders to provide strategic, operational and tactical plans for resource deployment, a balanced and level-loaded workflow, and output expectations based upon demand and capacity analysis. The main functions of this position is forecasting our staffing needs, headcount requirements, shift optimization, scheduling, and shift bids.

Responsibilities

• Create and continually iterate short term and long term forecasting and planning models to determine headcount needs, and in turn, work closely with leadership to identify the need to scale
• Use advanced data modeling to create and continually iterate on 90-day, 6 month, and 12 month volume forecasts that partners will use to staff their teams
• Work cross-functionally to understand upcoming feature releases, product releases, and any other factors across the business that may impact volume
• Monitor intraday performance including case volume, average handle time , agent productivity, to provide key highlights to the managers and ensure adequate coverage all day, every day
• Use Workforce Optimization (WFO) software to improve efficiency
• Forecast staffing needs, taking into account volume and headcount requirements
• Recommend optimal shifts to meet SLA requirements
• Generate reports to show changes to productivity or performance
• Provide updates on changes and real time monitoring to meet customer volume changes.
• Effective and timely communication to leaders
• Experience in forecasting, planning, and scheduling for large volume
• Ability to summarize, visualize, and present data to multiple levels of stakeholders
• Present key metrics, contacts, drivers, incoming work volumes, including expected occupancy, utilization, service levels, handle time, case volume, and SLA's