WFM Long-Term Planning Manager
WFM Long-Term Planning Manager
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$ 73000 - 147000
1 Vacancy
Job Description
Impact
As a WFM LongTerm Planning Manager located in Birmingham AL or Minneapolis MN you will be responsible for the strategy and planning for all Customer Service personnel within Experiential Operations including internal frontline agents internal tier two agents and several BPO vendor partners. This role will have a strong handson focus initially in developing resource plans and processes but may have the potential to eventually grow into a leadership role.While no two days are the same you will develop longterm contact volume workload and headcount forecasts using modern time series regression models. You will develop and maintain a capacity model to guide accurate resource decisions up to 18 months out. You will be responsible for headcount assumptions for all budget/financial reviews in partnership with Business Intelligence Manager and Finance Manager. You will develop a mechanism to report out on financial performance within the current month to guide accurate midmonth resource decisions. You will also collaborate with internal and vendor contact center leadership to develop a training plan for when new agents need to be hired and/or crosstrained. Lastly you will partner with scheduling and intraday WFM leader to ensure interval level forecasts remain in alignment with approach and format of longterm forecast.
What Youll Need to Be Successful
- You have 5 years of forecasting in a contact center environment
- You have 5 years of developing and maintaining capacity models
- You have an expert level skill set in Excel/Google Sheets
- You have advanced data analysis and modeling skills
- You have proven relationship builder with strong negotiation skills
- You have an entrepreneurial mindset with ability to take full ownership of key processes and tools
- You have experience with WFM tools (NICE/Verint etc.
Work Arrangement
Shipt considers candidates located near a Shipt office or workspace in Birmingham San Francisco or Minneapolis to be hybrid which means that they have the flexibility to work from home (with leader approval) or at a Shipt office in order to facilitate the ability to innovate collaborate and spark team connections. Inoffice expectations will vary by role and leader. Certain roles may require inoffice presence on a fulltime basis. Please work with your recruiter to learn more about the classification of this role.
About Shipt
Shipt is a retail tech company that connects people to reliable highquality delivery with a personal touch. Shipt connects customers to the things they want from the stores they love retail businesses to more satisfied customers and workers to new earning opportunities.
At Shipt we aim to put our team first to boost a sense of belonging spark opportunities for growth provide unique benefits and commit to giving back to our communities in ways that make life better both personally and professionally. We understand that our service our culture and our connection to our communities are only made better by every single person who shows up to work here every day. Learn More.
Shipt is an independently operated wholly owned subsidiary of Target Corporation and available in more than 5000 U.S. cities. Shipt was founded and is headquartered in Birmingham Alabama. For more information please visit Shipts company site at Shipt.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race color national origin ethnicity religion or religious belief sex (including pregnancy childbirth or related medical conditions) sexual orientation gender gender identity gender expression transgender status sexual stereotypes age military or veteran status disability or any other characteristic protected by law.
Please inform your recruiting contact upon initial connection if you need any accommodations.
Employees (and eligible family members) are covered by medical dental vision and more. Employees may enroll in our companys 401k plan. Employees will also be eligible to receive discretionary vacation for exempt team members paid holidays throughout the calendar year and paid sick leave. Other compensation includes eligibility for an annual bonus and the potential for restricted stock units based on role.
Pay Range:
Metro Areas of Boston District of Columbia Los Angeles San Francisco Seattle and New York City:
All other locations:
$73000$147000Please note that the salary range above is a guideline and individual total compensation will vary based on factors such as qualifications skill level competencies and work location.
Required Experience:
Manager
Employment Type
Full-Time
