Workforce Planning & Strategy Manager

The Manager of Workforce Management and Strategy (WFM&S) will be responsible for supporting strategic and tactical direction for overall WFM&S delivery including building, managing, and executing workforce management strategy, processes, and optimized member service levels while ensuring efficient utilization of resources. Ongoing responsibilities will also focus on long-term operations, capacity planning, and continuous improvement around processes and tools.
-Partners with Store Operations, Finance, HR, IT, Loss Prevention/Risk Management, Product Management, Store Data Governance, Auditors and Regulators.

-Reports regularly to senior management on the state of WFM operational effectiveness.
-Responsible for providing thoughtful leadership and people leadership to the team(s) supporting contact center workload planning and forecasting.

-This position will establish effective relationships with internal and external partners to ensure processes, procedures and systems provide accurate and reliable capacity planning for supporting Workforce Management throughout the organization.

Job Responsibilities
-Directs the planning and implementation of integrated resource planning processes for a specified company or staff agency.
-Ensures forecasts and schedules are timely, accurate, and consider channel inputs and business injects.
-May serve as an owner of a business process and/or program.
-Acts in consultative and advisory capacity to executive management on strategic and tactical workload and resource planning design and implementation.
-Oversees analysis to validate effectiveness and efficiency of plans, strategies and decisions.
-Manages statistical analysis in support of integrated workload modeling.
-Approves data collection guidelines and methodologies.
-Oversees gathering of quantitative and qualitative data.
-Maintains an understanding of company business operations and goals.

-Provides information on how workload strategies impact performance goals.
-Oversees the building of analytical tools that are scalable and flexible, while ensuring standardization.
-Identifies, provides oversight and performs forecasting analysis/data mining on special business topics (Marketing ROI and optimization, fulfillment process/productivity improvements, demand forecasting, customer segmentation, etc.) and partners with internal and external areas (Finance, HR, Merchandising/Space Planning, etc.).
-Reviews and assesses department, business, and strategic supplier processes and procedures ensuring efficient workload management to support enterprise objectives.
-Provides motivation, coaching and feedback that lead to sound business results.
-Ensures employees understand how the tasks they perform support the workload planning and forecasting activities.

Minimum Requirements
-Bachelor's Degree or four additional years of related experience beyond the minimum required may be substituted in lieu of a Degree.
-Four or more years of progressive workforce management and strategy experience required.
-Three or more years of direct team lead or management experience required.

Preferred Experience
-Proven experience in leading workforce management teams for a multi-site organization with various types of work structure, varying business models.
-Bachelor’s degree in Economics, Mathematics, Statistics, Business Administration, or other quantitative analysis degree
-Strong expertise in capacity modelling, forecasting, and operational planning methodologies.
-Possess expert analytical, problem-solving and decision-making skills and uses data/analytics to get to root cause/improvement opportunities.
-Understanding of interdependency between the staffing, processes, and systems and how they link to high service and lowest total cost.
-Proficient relationship building skills, including the capacity to predict and manage behaviors, build and leverage cross-functional partnerships within and outside the organization and leverage influential leadership.
-Excellent communication skills, verbal and written.

The above description reflects the details considered necessary to describe the principal functions of the job and should not be construed as a detailed description of all the work requirements that may be performed in the job.

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GPC conducts its business without regard to sex, race, creed, color, religion, marital status, national origin, citizenship status, age, pregnancy, sexual orientation, gender identity or expression, genetic information, disability, military status, status as a veteran, or any other protected characteristic. GPC's policy is to recruit, hire, train, promote, assign, transfer and terminate employees based on their own ability, achievement, experience and conduct and other legitimate business reasons.