Strategic Workforce Planning Manager
hace 6 horas
Company Overview
M Msx International Inc. is a leading provider of workforce management solutions in the automotive industry, seeking an experienced Strategic Workforce Planning Manager to join our team.
Estimated Salary: $70,000 - $100,000 per year
Job Description
The Workforce Planner will be responsible for managing forecasting, capacity planning, scheduling, and real-time monitoring activities to optimize staff performance and operational efficiency. The role involves balancing workload, ensuring adherence to key performance indicators (KPIs), and improving workforce utilization in alignment with project objectives, quality standards, and customer satisfaction goals.
Responsibilities:
- Forecasting: Analyze historical data to produce accurate forecasts for scheduling and daily operations, identifying patterns and trends in interaction volumes and handling times to anticipate workload fluctuations.
- Capacity Planning: Develop annual and long-term capacity plans in collaboration with the global operations team, performing short-term capacity planning to adapt to changes or trends in staffing requirements.
- Staff Optimization: Ensure staff is organized and scheduled effectively to meet workload demands, regularly monitoring and optimizing workforce structures to align with operational needs.
- Scheduling: Create bi-monthly schedules for 8-9 week periods, ensuring optimal staff utilization, incorporating advisor preferences, contract rules, and absence planning into the scheduling process.
- Real-Time Monitoring (RTM): Oversee team leader real-time adjustments to balance workloads, minimize waiting times, and ensure service levels (SL) for phone, chat, and emails are met.
About You
We seek an excellent communicator with a problem-solving mindset and exceptional attention to detail. As a Strategic Workforce Planning Manager, you will have strong analytical and problem-solving skills with the ability to interpret complex datasets, expertise in workforce management tools and systems, including forecasting, scheduling, and reporting platforms.
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