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Senior Manager, Planning and Performance Lead
2 months ago
As a Senior Manager, Planning and Performance Lead at Enercare Inc., you will oversee the planning and optimization of resource utilization in our omni-channel contact center. This role involves collaborating with internal partners to create business cases and financial forecasts from workforce forecasting of demand, as well as managing staffing levels and improving operational efficiency to deliver an exceptional customer experience.
Key Responsibilities:
- Develop and manage an intake process to understand and forecast marketing and product campaigns that drive incremental demand volumes, headcount, and resources.
- Create and present business cases for each net new campaign, including associated costs and resources, and obtain necessary approvals from senior leadership.
- Partner with Client Account and Business Leads to understand data and analytics requirements.
- Collaborate closely with workforce teams to build and use forecasting models to pre-plan capacity required to meet demand.
- Work with training and process teams to develop processes for intake activities that impact budget/forecasting, such as shrinkage and LOAD factors, with BPO partners.
- Collaborate with Vendor Management team and BPO WFM and in/external training teams to schedule learning sessions.
- Work with BI partners to ensure accurate reporting on metrics to drive business decisions.
- Oversight into performance metrics of each Line of Business and partner with the channel to build business cases for improvements or efficiencies. Provide gap analysis and work with key stakeholders for mitigation solutions when business goals are at risk of not being achieved.
- Develop and maintain strong partnerships with cross-functional stakeholders to promote and provide awareness of performance results.
- Coordinate with relevant teams to address operational challenges.
- Promote a culture of continuous improvement and accountability within the team. Set clear performance expectations and provide regular feedback to meet team objectives.
Required Skills and Qualifications:
- Attention to detail: Exceptional ability to understand all links to a forecast and ensure accuracy and detail for monitoring and storytelling.
- Analytical skills: Exceptional ability to analyze data, forecast workload, and implement effective staffing strategies.
- Proven ability to build and present succinct stories around key drivers of cost, efficiency, and plans.
- Problem-solving: Proven ability to identify problems, understand business impact, and provide corrective actions.
- Agility: Ability to handle ambiguity and make calculated assumptions with associated risk articulation.
- Technical proficiency: Deep knowledge of contact center technology and workforce management tools, as well as building models and databases.
- Leadership: Strong leadership skills with the ability to manage and develop a high-performing team and stakeholders.
- OPEX management: Expertise in managing operational expenditures.
- Business case development.
- Communication: Excellent communication, listening, and interpersonal skills.
- Education: A bachelor's degree in business administration, Operations Management, or a related field is preferred.
- Minimum 8+ years of progressive workforce management experience supporting contact centers (planning, forecasting, reporting + analytics).
- Proven experience in development and business planning (financials and budgeting).
- Certifications: Workforce management certification is a plus.
Estimated Salary: $120,000 - $150,000 per year
