Strategic Planning Manager manages the analytical and research activities supporting an organization's strategic, short-term, and long-range goal planning function. Oversees data collection and conducts organizational reviews to identify the business's strengths and weaknesses and evaluate operational effectiveness. Being a Strategic Planning Manager leads the research of emerging trends, expansion opportunities, competitive threats, and the viability of outside business partners. Develops recommendations for internal business process improvement. Additionally, Strategic Planning Manager designs and executes methods to track and measure organizational performance data to use for planning. Requires a bachelor's degree. Typically reports to a director. The Strategic Planning Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. To be a Strategic Planning Manager typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes. (Copyright 2024 Salary.com)
About the Role
The Strategic Workforce Planning Manager lives in the Customer Operations Workforce Management team and is responsible for forecasting volumes in assigned customer queues, creating schedules based on those forecasts, plotting agents into those schedules, onboarding and off boarding of agents from tools such as Zendesk and Five9, managing access to CBH tools and systems, overseeing time off tracking and attendance adherence, and performing analysis whenever service level agreements are not being met. You are detail-oriented, comfortable with math and data, and exhibit initiative and curiosity.
Day-to-Day Responsibilities
Profile Must Haves
Your First Days
30 Days
You become an expert in navigating CBH's systems and tools, can comfortably generate reports in Metabase, Google Sheets, and Zendesk, and provide analysis on a recent SLA slippage. By the end of 30 days, you have produced a plan for managing PTO and developed a forecast that withstands scrutiny, with an accompanying agent schedule.
60 Days
You are onboarding and off boarding agents regularly and without error, providing reports on attendance adherence and PTO, and helping place new agents into the schedule. When response times start to slip, you notice quickly and immediately provide root cause analysis and a recommendation for action.
System Requirements
This is a fully remote position.
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