The Senior Workforce Planning Associate is responsible for optimizing workforce scheduling, forecasting, intraday monitoring, and reporting for the Crisis Intervention vertical in the US and Mexico. This role collaborates with the Director of Contact Center Technology to ensure that staffing levels are aligned with operational demands and with the CI Director in MX for analyzing and tracking operational data, identifying areas for improvement, and developing effective operational solutions to address emerging challenges. This manager plays a critical role in managing real-time adherence, forecasting, volume fluctuations, and scheduling efficiencies. This role acts as a mentor and support to other members of the workforce management team.
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Monitor real-time adherence and volume to investigate variances, taking corrective actions as necessary to ensure staffing levels align with actual needs.
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Develop and manage efficient schedules that meet business demands while balancing employee availability and operational needs.
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Coordinate with the training and volunteer operations teams to manage schedules for counselor role-plays and New Counselor Shifts.
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Develop and manage staff forecasts based on historical data, trends, and projected volume to ensure optimal resource allocation.
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Generate regular reports and conduct ad-hoc analyses at the direction of the WFM Director, providing actionable insights on performance and staffing effectiveness.
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Responsible for long-term paid time off (PTO) bidding and planning to ensure that staffing levels are maintained.
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Manage the shift bidding process, ensuring that all shifts are filled in accordance with business needs and employee preferences.
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Work with leadership to approve or deny time-off requests from a staffing perspective, using established procedures, ensuring that adequate coverage is maintained at all times.
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Respond to volume fluctuations by requesting additional shifts, offering time off, or utilizing other established levers to maintain operational stability.
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Flexibility to work a blend of weekend and evening shifts as needed to support the Crisis Intervention team.
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Other relevant duties and responsibilities as assigned
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Conduct "what-if" analysis to evaluate scheduling scenarios and ensure that schedules are optimized for operational efficiency.
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Mentor and assist other WFM staff
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Partner with Crisis Intervention Leadership to help educate on WFM best practices.
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Identify patterns, improvement opportunities, and areas of focus from the collected data, and collaborate with team leaders to implement solutions and adjustments based on the analyses conducted.
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Participate in the review and update of policies and procedures to optimize operational processes.
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Collect, process, and analyze data related to contact interactions, team performance, and trends on the support platform crossing information with the MCC funnel and performance.
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Create reports and presentations summarizing findings and providing data-driven recommendations.
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Strong knowledge and hands-on experience with Genesys Cloud WFM or similar workforce management systems.
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Bachelor’s degree in business administration or similar role OR 4+ years experience in workforce planning, scheduling, or related roles.
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Previous experience in contact centers or online support services.
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Strong analytical skills with the ability to generate and interpret reports.
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Knowledge of data privacy regulations and security.
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Demonstrate solid understanding of forecasting, scheduling, and workforce optimization techniques.
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Excellent written and verbal communication skills for interacting with cross-functional teams and leadership.
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Strong problem-solving skills to address volume fluctuations, adherence issues, and schedule efficiency challenges.
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Ability to work a flexible schedule, including weekends and evenings as required.
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Bilingual- English and Spanish, both spoken and written.
Outstanding benefits, including:
- Comprehensive health coverage and Life insurance
- Mental health resources, with access to virtual care and a variety of in and out of network options for support
- Generous paid time off and company holidays to rest and recharge
- Remote work flexibility from anywhere in México with provided technology, a home office setup stipend, and an anual internet stipend