Workforce Planning Manager - Contact Center
DSI Systems Inc., an authorized AT&T Representative partner, has an immediate career opportunity for a Workforce Planning Manager – Contact Center.
As a Workforce Planning Manager, you will leverage your expertise in workforce strategies and talent management to enhance both business outcomes and the overall employee experience. This position is responsible for long-term, short-term, and intraday volume, productivity, and capacity forecasts and providing leadership with risk mitigation plans.
To be successful in this role, you must be a strategic thinker, have exceptional interpersonal and communication skills, and have a passion for developing people and teams.
Travel up to 25%
About DSI
DSI is a family-owned company that has been in business since 1984. We provide enhanced value that delivers results for our clients and partners, through sales management, marketing assistance, hardware logistic solutions, immersive training, engineering expertise, and proprietary software solutions.
We believe that relationships are the most important part of our business. Whether it’s mobility, broadband, video, commercial, residential, Lodging & Institutions, Multi-Dwelling Units, or all; we are a one-stop solution to help sales partners uncover growth opportunities.
In this role, you will:
- Work closely with a large team to deliver and drive impactful business results for your client
- Maintain a hands-on role to deliver high-quality and innovative solutions
- Build and manage client and internal relationships to contribute to your individual growth and development
- Act as a strategic thinker and use exceptional interpersonal and communication skills to lead initiatives
- Manage multiple projects and initiatives simultaneously
- Collaborate with other departments to ensure that workforce planning aligns with company goals
- Provide regular updates to executive leadership on the progress of the workforce planning program
- Develop and maintain data dashboards and reports to track key workforce metrics
- Maintains staffing and headcount records and develops hiring plans for long/short-range planning
- Provide analysis and recommendations to improve staffing levels and efficiency
- Study department work, vacation, and absence records (shrinkage) for ongoing historical trend analysis and offer recommendations for forecasting purposes
- Work with site leaders to ensure adequate staff, contingency plans, and workflow monitoring
- Execute Workforce Strategies: Lead workforce management strategies by analyzing historical data, productivity, and real-time trends to enhance service levels
Requirements
- 5+ years of experience in problem-solving, using structured and logical thinking, combined with expertise in growth strategy development and market assessment
- 3+ years of experience with call center forecasting required, preferably in a telecommunications environment; .e. real-time analysis, scheduling, staffing optimization, etc.
- 3+ years of experience in advanced trend analysis and the ability interpret data to provide recommendations to drive key business decisions
- 2+ years of experience utilizing forecasting tools such as IEX , CxOne WFM
- Minimum 3 years of experience with analytical principles and methodologies required.
- Ability to travel 0-25%, on average
Preferred Qualifications
- Experience managing multi-site operations preferred
Benefits
- Medical, Dental, Vision, and Life insurance are available on the first day of the month following your first day of employment – no extended waiting period
- 401k Plan with employer matching
- Paid vacation, personal/sick days, and bereavement time
- Employee Profit Sharing Program
- 50% AT&T wireless discount
- Paid training
- Advancement opportunities, we prefer to promote from within!