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Job Title: Workforce Management Planner
Location: Hybrid – 1 day a week onsite in Saint Paul, MN; remainder WFH
Schedule: Monday-Friday; 7:00-3:30 or 7:30-4:00 (Must attend a 7:30 AM daily meeting)
Type: Contract or Contract‑to‑Hire
About the Role
Beacon Hill is partnering with a client in Saint Paul, MN to hire a Workforce Management Planner. This person will translate long-term strategic planning into accurate, actionable short-term forecasting for a large contact center environment.
You’ll create short-term forecasts, analyze trends, build BI reporting, and collaborate with senior planners to optimize staffing and service levels. The ideal candidate is analytical, independent, process‑oriented, and a clear communicator who contributes ideas and drives improvements.
This role follows a hybrid schedule with one day required onsite day per week, with full training and strong long‑term potential.
Key Responsibilities
Short-Term Forecasting & Staffing Planning
- Build daily and weekly short-term forecasts using historical data, trends, and long‑range plans.
- Develop interval-level staffing plans to determine coverage for shifts, breaks, lunches, overtime, and time‑off.
Service Level & Capacity Support
- Identify peak intervals or potential coverage gaps and recommend proactive solutions.
- Track and analyze variances from planned volumes or staffing levels and help drive corrective actions.
Performance & Interaction Analysis
- Evaluate agent expectations and workflows across different interaction types.
- Create or refine performance indicators for handle times, volume trends, and productivity.
Process Innovation & Best Practices
- Recommend improvements and new approaches for forecasting and scheduling in an omnichannel environment.
- Partner with senior planners and the P3 team to streamline and elevate workforce management processes.
Reporting & Business Intelligence Development
- Build actionable BI and Tableau reports to surface trends and improve decision-making.
- Leverage combined or new data sources to enhance visibility into labor shrinkage, capacity, and operational metrics.
Required Skills & Qualifications
- Proven analytical skills with ability to interpret complex data.
- Advanced Excel proficiency (complex formulas, models, forecasting).
- Experience with workforce forecasting.
- Strong communication skills; direct and clear communication style.
- Ability to work independently and adapt to shifting priorities.
- Experience with Tableau, BI tools, or Workday data a plus.
- Strategic thinking-ability to turn long-term forecasting into short-term plans.
Preferred Traits
- Creative thinker who enjoys shaping and improving processes.
- Confident communicator who speaks up and influences decisions.
- Comfortable working with limited backend systems and refining them.
