Manager, Workforce Planning - SCoE

Location:

This job can sit onsite in either Jacksonville Florida and Rockford Illinois

What work will you perform?

The Workforce Planning Manager is responsible for aligning the Service Center of Excellence's workforce with its strategic and tactical goals by monitoring and analyzing data, forecasting staffing needs and skills, while creating and/or adjusting staffing schedules as needed in support of 24/7, 365 operations. Conduct gap analysis and workforce analytics to identify cross-training needs to fill schedule gaps. Provide performance metrics to report on workforce effectiveness and optimal outcomes for performance planning.

Essential Responsibilities:

• Analyzing and uploading historical workforce data to identify trends, assess current capabilities and forecast future staffing needs. Analysis includes evaluating metrics such as turnover rates, employee performance against targets, skill-based routing, skill uptraining needs and labor market conditions.
• Monitoring contact center staffing and workforce data and projected trends to identify staffing needs and skill gaps within the contact center. Analysis includes Center work patterns including volumes, attrition rates, and productivity levels. This is across all contact lines IB, OB, email, and chat.
• Forecasting upcoming staffing needs and creating schedules to best accomplish business objectives and performance levels.
• Collaborating with department leaders, and SCoE leadership to understand staffing requirements and optimize resource allocation.
• Facilitating communication between stakeholders to ensure workforce strategies are executed appropriately.
• Supporting integration of WFM platform with Dayforce as needed.
• Set the guidance and develop the responsibilities for the RTA resources.

Required Minimum Experience and Education:

• High school diploma or equivalent experience.
• 4 years of related experience in a scheduling/workforce planning function using WFM software systems.

• 1 year of prior experience in the transportation services or logistics industry.
• 1 year of prior supervisory experience.

Preferred Experience and Education:

• Bachelor's degree in business administration operations, statistics, or related field.
• Prior experience in a workforce planning function within Landstar or similar organization.

• Prior contact center planning experience.

Knowledge, Skills, and Abilities:

• Communication Skills: The ability to communicate clearly and concisely both orally and in writing. Must possess strong listening skills including the ability to understand staff issues and concerns.
• Problem Solving: Must be able to understand and resolve problems quickly and accurately.
• Analytical Skills: Strong analytical and problem-solving abilities to interpret workforce data and make informed decisions.
• Computer Systems/Technology: Knowledge of relevant web-based tools used for workforce planning as well as tools specifically used within a contact center.
• Flexibility/ Ability to Pivot: Must be able to adjust workloads and schedules, often frequently, to best meet the staffing needs of the contact center while adhering to both company and labor law requirements.
• Working knowledge of Microsoft Office products such as Word and Excel.
• Working knowledge of transportation management processes and programs including relevant customer service platforms.
• Ability to work under pressure.