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Workforce Planning Manager

2 months ago

Chesapeake, Virginia, United States Canon Info Technology Services Full time
About the Role

We are seeking a seasoned Workforce Planning Manager to join our dynamic team at Canon Information Technology Services, Inc. This role is instrumental in aligning our workforce with the company's business objectives, driving strategic talent acquisition, and operational excellence.

Key Responsibilities
  • Manage the Scheduling department to optimize service levels and occupancy, ensuring seamless day-to-day operations.
  • Develop and oversee budget and workforce plans for multiple departments to support business strategies and goals, fostering a culture of continuous improvement.
  • Conduct workforce analysis, including forecasting labor demand, supply, and gaps, to inform data-driven decision making.
  • Leverage sales, marketing, and historical data to enhance forecast precision and predictability, driving business growth and revenue.
  • Collaborate with HR and business leaders to identify talent needs and plan for call routing impacts, ensuring a skilled and adaptable workforce.
  • Generate comprehensive performance reports comparing forecasted to actual results, providing actionable insights for process improvement.
  • Analyze data and trends to identify potential workforce risks and opportunities, driving proactive mitigation and strategic planning.
  • Stay up to date on industry trends and best practices in workforce planning and forecasting, ensuring Canon ITS remains a leader in the field.
About You

The ideal candidate will possess a strong understanding of workforce planning principles, forecasting, data analysis, and the ability to translate complex data into actionable insights. Key qualifications include:

  • Bachelor's degree in Business Administration, Human Resources, or related field.
  • Minimum of 4-7 years of directly related experience in workforce planning and forecasting volume in a call center environment.
  • Strong analytical and problem-solving skills to interpret complex data.
  • Proficiency in workforce management and reporting tools (e.g., Excel, Verint, eWFM, Five9, AWS, or similar workforce planning software).
  • Excellent communication and presentation skills.
  • Ability to build strong relationships with stakeholders at all levels.
Company Overview

Canon ITS is a dynamic and diverse organization, committed to providing equal employment opportunities to all qualified persons. Our team is comprised of a wide variety of people in positions that help our employees grow and develop their careers.

We are committed to the employment and advancement of qualified disabled veterans and other individuals with disabilities. If you feel you require a reasonable accommodation to apply for a position with Canon ITS, please contact our HR department.

Canon ITS is a tobacco-free work environment.