Manager, Workforce Planning & Optimization

Company Description

A Place for Mom is the leading online resource connecting families searching for senior care with a team of expert advisors providing insight-driven, personalized solutions. As the nation’s largest senior care advisory service, A Place for Mom helps hundreds of thousands of families every year navigate the complexities of finding the right senior care solution for their loved ones across home care, independent living, memory care, assisted living, and more. Established in 2000 as a family business, A Place for Mom employees are deeply committed to the company mission to enable caregivers to make the best senior care decisions. A Place for Mom fosters, cultivates, and preserves a culture of diversity, equity, and inclusion.

Our employees live the company values every day:

• Mission Over Me: We find purpose in helping caregivers and their senior loved ones while approaching our work with empathy.
• Do Hard Things: We are energized by solving challenging problems and see it as an opportunity to grow.
• Drive Outcomes as a Team: We each own the outcome but can only achieve it as a team.
• Win The Right Way: We see organizational integrity as the foundation for how we operate.
• Embrace Change: We innovate and constantly evolve.

Job Description

We are seeking a high performing Manager, Workforce Planning and Optimization who is data driven and understands the ins and outs of developing new data models. This role is a key part of the Sales Organization, being responsible for partnering with operations leaders, analyzing historical call volumes and using this data with inputs from other business functions as well as broader market factors to project future volume and capacity needs of the business, driving overall Sales performance. 

This role is ideal for someone who is detail oriented, highly analytical, has super communication and time management skills, and enjoys working with high-performing teams to drive results. In this role, the Manager will have the opportunity to identify and analyze opportunities for efficiencies using standard process control tools.  They will also drive service and expense improvements by providing operations analysis, reporting and process improvement for the Field Sales team and solve business problems in a high performing team environment working closely with WFM Director and play a pivotal role in driving rapid growth of the A Place for Mom.

Key Responsibilities:

• Oversee, via NICE Workforce Management platform, the development of schedules and scheduling approaches to improve service levels, reduce cost and achieve performance goals. 
• Work closely with telephony partners on Five9 configurations in regards to call routing, data analysis, and impact to overall service level and WFM strategy to improve efficiency and productivity of sales staff.
• Responsible for leading a team through teaching, coaching and inspiring by fostering a sense of urgency, ownership and a responsibility for the flawless execution of operational excellence; engage in the selection and hiring process as needed
• Identify, develop and implement potential solutions to resolve problems and remove barriers that inhibit the department’s ability to improve operations
• Develop new capacity planning model to enable long-term planning and what-if analysis
• Manage workforce forecasting field sales teams and participate in budget and hiring planning
• Analyze historical data to identify business optimization opportunities (e. g. consolidate queues, changes hours)
• Ensure integrity of data in the current spreadsheet-based tools and future Workforce Management system
• Develop processes to aid in the analysis of new and existing programs to increase forecasting and staffing accuracy in collaboration with Director of Workforce Management
• Identifying opportunities to further optimize sales workforce, including assisting in the development and implementation of contact servicing strategies associated with distribution and routing
• Support special projects by monitoring, analyzing and reporting on key performance indicators
• Other responsibilities as judgment or necessity dictate

Qualifications

• Hands-on experience working with NICE Workforce Management system is required.
• Experience with Five9 telephony platform preferred
• Bachelor’s degree in Business Administration, Finance, Accounting, Data Analytics, Engineering or a quantitative discipline or commensurate experience
• At least 5 years’ experience managing time sensitive, detail oriented, weekly or monthly deliverables
• Experience as a financial, data, or forecast analyst preferred
• Experience in a highly complex multi-site, multi-skill contact center environment a plus
• Advanced Excel and PowerPoint skills
• Excellent analytical, communication, and time-management skills

Additional Information

• The position is a salaried, exempt position.                                  
• Compensation
  • Base Salary: $85,000 - $100,000
  • Bonus: 20% annual earnings
• Benefits:
  • 401(k) plus match
  • Dental insurance
  • Health insurance
  • Vision Insurance
  • Paid Time Off
• A Place for Mom uses E-Verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit www.dhs.gov/E-Verify.

All your information will be kept confidential according to EEO guidelines.

#LI-KT1

#LI-REMOTE