Manager, Workforce Optimization

If you are ready to join a company that truly cares about its employees our members and our community then you have come to the right place!

Summary of Role:

The Manager Workforce Optimization (WFO) is a strategic leader responsible for designing and executing workforce strategies across the retail branch network and Member Service Center (MSC). This highly visible role serves as the key liaison between operational leadership Finance and Employee Experience to ensure that staffing models capacity planning and labor investments align with business goals and member needs.

The Manager oversees a team of Workforce Analysts and is accountable for forecasting realtime workforce execution scenario modeling and WFM technology. This role blends deep analytical expertise system optimization and strategic insight to drive operational efficiency cost management and exceptional member and employee experiences.

Essential Job Functions/Responsibilities:

• Design and own the enterprise workforce strategy ensuring workforce plans align with strategic objectives service level goals and financial targets.

• Lead longrange capacity planning and advanced forecasting models for all service channels incorporating business trends member behaviors and organizational initiatives.

• Serve as the crossfunctional workforce planning lead partnering with leaders in Finance Employee Experience and Member Experience to inform headcount strategy hiring plans and workforce policies.

• Oversee sophisticated scenario modeling and ad hoc analysis to evaluate the impact of staffing decisions operational changes and external variables on workforce performance and budget.

• Drive optimization and governance of workforce management tools (e.g. Calabrio Workday) ensuring data integrity reporting accuracy and strategic system utilization.

• Lead and implement workforce transformation initiatives including process redesign automation and change management strategies that increase agility and reduce costs.

• Coach and develop a highperforming team of Workforce Analysts fostering a culture of continuous improvement collaboration and operational excellence.

• Perform other duties as assigned in support of workforce optimization and enterprise initiatives.

Minimum Job Qualifications:

• 5 years of progressive experience in workforce planning operations strategy or business analytics in a multisite multichannel environment.

• 3 years of direct leadership experience with a demonstrated ability to develop highperforming teams and lead through change.

• Proven ability to lead workforce planning and forecasting initiatives that support both service and financial goals.

• Advanced proficiency in forecasting and workforce analytics tools (e.g. Calabrio Workday Excel modeling Power BI).

• Strong analytical and strategic thinking skills with a focus on datainformed decisionmaking and crossfunctional collaboration.

• Excellent communication and executive presence with the ability to influence and present to senior leadership.

• Bachelors degree in Business Operations Analytics or related field required.

Starting Compensation: $84637$105796 annually plus a competitive benefits package.

Bilingual individuals who are fluent in a second language in addition to English are highly encouraged to apply.

We are an equal opportunity employer. We do not discriminate on the basis of race creed color national origin religion sex age veteran status disability genetic information gender identity or any other protected class.

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