Resource Planning & Strategy Program Manager

Resource Planning & Strategy Program Manager

Requirements

• Strong Workforce Management Expertise – Experience leading forecasting, capacity planning, scheduling, and vendor workforce execution in a sophisticated, multi-site or BPO-supported environment.
• Hands-On Leadership – Upbeat problem-solver excels in ambiguity, initiates processes, collaborates with partners, and takes action.
• Cross-Functional Collaboration & Vendor Oversight – Ability to work across Finance, Procurement, and Vendor Relationship Management to align workforce planning and prioritization.
• Technology & Automation Leadership – Proficiency in WFM tools (e.g., Assembled, NICE, Verint, Genesys) with hands-on experience implementing automation for scheduling, forecasting, and adherence tracking.
• Strategic Problem-Solving & Data Analytics – Ability to use insights from data analytics to improve workforce planning, efficiency, and cost optimization.

Responsibilities

• Workforce Planning & Process Coordination – Monitor WFM intake requests, track work efficiency, and manage workforce resource allocations.
• Cross-Functional Collaboration – Coordinate workforce planning processes, ensuring vendor resource requirements are sized, approved, and delivered efficiently across Finance, Vendor Relationship Management, and the vendor network.
• Manage the Purchase Order file for WFM, Global Outsourcing, Finance, and Procurement to align budgets.
• Shift Design & Scheduling Optimization – Coordinate the agent shift allocation processes, coordinating between Forecasting & Capacity Planning and Workforce Optimization to improve efficiency.
• Performance Monitoring & Continuous Improvement – Track and analyze WFM metrics (e.g., forecast accuracy, occupancy, utilization rates, and schedule effectiveness) to drive data-driven improvements and workforce efficiency.

Preferred Qualifications

No preferred qualifications provided.