A Place for Mom

  • Senior Manager, Operations Planning

    Job Location(s) US-WA-Seattle
    Job ID
    2018-3451
    # of Openings
    1
    Category
    Management
  • Overview

    A Place For Mom is seeking a Senior Operations Planning Manager with 3+ years of Workforce Management, Call Forecasting, and Analysis experience. This position is responsible for call forecasting and planning, and insuring the right agents are working on the right activity at all times. 

    This individual will own and optimize the staffing model for the Connection Center to support phone, text, chat, and email interactions using heavy analytical and mathematical abilities to develop accurate forecasts of volume and other relevant metrics.

    Building strong working relationships and delivering on individual commitments will be critical to the success of this role. Candidates should possess outstanding analytical and critical-thinking skills as well as a proven track record of collaboration within cross-functional organizations.

    Responsibilities

    • Implement best practices in workforce management to ensure consistent processes and procedures. Monitoring those processes and procedures for improvement as needed.
    • Partner with our call center vendor to ensure the most efficient use of staffing resources are available throughout the day to meet customer demands, 7 days a week, for each of our various business lines.
    • Lead a team of resource planning analysts to ensure productivity, scheduling and budget objectives are met. Guide others toward goals and coach and mentor employees.
    • Oversee the 30-60-90 day forecast creation, manage the daily forecast to budget variance and the associated monthly invoicing process. Highlight any risks and opportunities which could impact budget and P&L.
    • Provide analysis and maintain historical data to ensure optimum productivity and operational results are accurately reported.
    • Create and maintain an environment that encourages input from team members, continually improving the forecasting and scheduling projections across all contact channels.
    • Leverage your curiosity, problem solving skills and resourcefulness to tackle tough and complex problems, and drive a culture of root cause analysis with a focus on removing inefficiencies from processes. Conduct ad-hoc analysis as needed.
    • Oversee the creation of operational reports and leverage data and sound analysis to tell the workforce management story via daily, weekly and monthly reports.
    • Work collaboratively with our vendor partner, and internal groups like finance, business intelligence, data services, and other operational teams to align on departmental strategies and the successful delivery of various business goals.
    • Be resourceful, initiate action and take risks for the sake of the business based on sound, well informed decision-making.
    • Evaluate and recommend opportunities for process or system improvements and/or enhancements.

    Qualifications

    • Experience with call forecasting and metrics analysis.
    • Experience with call center KPIs.
    • Experience with Five9 (desired).
    • Experience with SalesForce (desired).
    • Attention to detail; strong drive to ensure the integrity of underlying data & reports.
    • Strong communication and presentation skills.
    • Ability to multitask and prioritize within a fast paced environment.
    • Experience with supervising staff of 5 or more individuals

     

    Education:

    • Bachelors Degree or 5+ years of equivalent experience.

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