18 days old

Manager Strategic Planning - WFM

Rochester, NY 14651

Provide exceptional leadership, clear direction, and continuous guidance to the WFM Planning Analysts responsible for the creation of the Customer Service annual non-exempt labor budgets, monthly budget reconciliation, financial analysis, and other Customer Service projects.

Provide strategic guidance in support of Customer Service BPO initiatives by proving timely cost-savings and productivity analysis in order to ensure overall Outsourcing effectiveness.

Work in conjunction with WFM leadership team to establish best practices and refine processes within WFM that support NAD Customer Service objectives and overall business strategy.

**Impact on Business:**

+ Provide on-going coaching and development to Workforce Management Planning Analysts to ensure targets are consistently achieved

+ Motivate and develop Analysts by providing a supportive, challenging work environment

+ Foster a process-focused environment that consistently and effectively promotes continuous improvement with the goal of producing the highest-quality outcomes

+ Fully integrate and balance big-picture concerns with day-to-day activities, raise key issues where appropriate

+ Partner with WFM and business leaders to prepare annual non-exempt labor budget; ensure consensus is achieved regarding all inputs (contact volume, AHT, attrition, shrinkage, marketing plans, sales forecast, average order size, CPO), and that business leaders understand and support the budget process

+ Present budget recommendations along with rationale; incorporate budget target adjustments in a way that protects the integrity of the original recommendations (version 1) while providing visibility into the various versions and resulting payroll dollars

+ Reconcile period-level non-exempt labor expenses to budget; provide detailed analysis to explain variances by category. Present findings to business leaders, partner to identify opportunities to optimize resources resulting in labor savings

+ Track, forecast, and present Outsource metrics; make recommendations based on findings to ensure Customer Service financial targets are achieved

+ Collect, normalize, and analyze historical forecasting and planning data, compare results to both budget and forecast, document and explain variances in a non-technical, user-friendly format

+ Prepare and present findings in a meaningful, actionable way, clearly framing complex issues, despite incomplete or ambiguous information, addressing all critical elements

+ Regularly review Budget Models, WFM planning methodologies, and staffing recommendations and rationale with various leaders within the operation

+ Ensure that key best practices and lessons learned are fully adopted across team and become embedded in how Planning Team supports the overall staffing strategy of the Customer Service organization

+ Plan and facilitate highly effective meetings within and outside of WFM, ensuring all objectives are met with minimal wasted effort.

+ Prepare and deliver dynamic presentations using data and analytics to tell a compelling story

+ Support and educate the WFM Scheduling and Command Center teams regarding the workload forecasts and staff plans to ensure Workforce Management continuity

+ Prepare and deliver dynamic presentations, clearly and concisely frame complex issues, despite incomplete or ambiguous information, addressing all critical elements, to tell a compelling story

+ Act as WFM liaison on Customer Service project teams; ensure WFM methodologies and processes are aligned with customer objectives

+ Work closely with WFM Planning team to identify opportunities to improve forecast and staffing outlook based on results and business guidance

+ Assist business partners with the analysis and interpretations of WFM data and make recommendations for changes to optimize productivity

+ Partner with Customer Service Support teams as needed to support process improvement initiatives

**Innovation and Change:**

+ Identify and communicate specific and effective opportunities to improve processes

+ Identifies and implements optimal and reliable work structures and processes to effectively accomplish goals.

**Internal & External Customers / Suppliers as well as Third Parties:**

+ Assist internal customers with the analysis and interpretation of contact center data and metrics and make recommendations for process or productivity improvements Partner with internal customers (Contact Center VP, Director, CCM) on short/long-term staffing decisions

+ Partner with Customer Service Support teams as needed to support process improvement initiatives

+ Partner with internal customers (Contact Center VP, Director, CCM) and (Outsource) Service providers/partners on forecasting and planning decisions

**People Leadership**

+ Accountable/responsible for: hiring, training, coaching, development, day-to-day leadership of Workforce Management Analysts responsible for non-exempt labor budget preparation and reconciliation, ad-hoc financial analysis, and Outsource resource planning and productivity

+ Responsible for mid-year and annual performance reviews, and resulting merit/pay decisions

+ Manages WFM Staff Planning, and Reporting Analysts; provide leadership, guidance, and direction, as needed

**Business Strategy**

+ Responsible for creating and executing on the 12-month staffing model that supports NAD Customer Service staffing strategy

+ Provide recommendations and guidance to support NAD Customer Service staffing strategy as it relates to growth or changes in the business

**KPIs Key Performance Indicators (i.e. how is success defined in this role?)**

+ Budget accuracy

+ Budget Reconciliation accuracy, timing, effectiveness

+ Outsource Planning effectiveness

+ Service Level performance

+ Employee satisfaction (Global Engagement Survey)

+ Internal Customer satisfaction (WFM Survey)


**Education/Experience Equivalent (minimum requirements)**

+ High School Diploma

+ Bachelors Degree or equivalent work experience

+ 6 years in Workforce Management, with at least 4 years in WFM Forecasting or Planning

+ 3 years in manager or supervisory role

**Professional Knowledge/Experience**

+ Proven leadership, presentation, interpersonal and conflict management skills

+ Strong written and verbal communication skills, communicate effectively and professionally

+ Knowledge of best in class Workforce Management techniques and processes

+ Proven and demonstrated team development success

+ Sound decision making skills that demonstrate originality, flexibility, and resourcefulness

+ Ability to develop strong working alliances at all levels within the organization

+ Effective at collaboration and leveraging resources

+ Demonstrated drive for results, balance risk with opportunity, and influence and inspire others

+ Strong commitment to providing an exceptional customer experience, with a high level of dedication, enthusiasm, self-motivation, and persuasive ability in a team and cross-functional environment

**Other Skills (e.g. specialized training, language proficiency, functional expertise etc.)**

+ Proficient in the use of MS Excel, Word, Power Point

+ Working knowledge of Aspect eWorkforce Management or related (IEX, Pipkins, Blue Pumpkin) required

+ Experience with MicroStrategy reporting a plus

Staples is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, disability, or any other basis protected by federal, state, or local law.

_Staples is The Worklife Fulfillment Company, helping businesses of all sizes be more productive, connected and inspired. With dedicated account teams, category professionals, innovative brands and a curated product assortment for business, Staples provides customized solutions to help organizations achieve their goals. Interested in joining the team? Check out our_ _perks and benefits_ _!_

_Staples is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other basis protected by federal, state, or local law._


Posted: 2020-07-21 Expires: 2020-08-20

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Manager Strategic Planning - WFM

Rochester, NY 14651

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