Manager, Workforce Forecasting And Operations

This position is responsible for leading key projects for the relationship center and has direct leadership/oversight of the all forecasting, staffing, Real Time operations adherence, reporting, and third party vendor management. The role will oversee all operational data mining and assist in providing conclusions and recommendations to the leadership team based on data findings to support strategic business initiatives and drive optimal performance impact for the Relationship Center team. This position will partner on hiring strategy and facilities space management. This person will partner across the relationship center functions to complete projects that drive towards a next generation relationship center.
Primary Responsibilities
Responsible for the labor budget planning & execution, headcount management, and staffing models for service scenarios.
Support decision making capabilities for business needs by forecasting future requirements for reporting and scheduling to achieve business results.
Develop and implement operating mechanisms to provide forward looking insight into customer response to Sleep Number products, services and support including designing and implementing metrics to measure effectiveness.
Develop and implement strategies related to effective staffing and scheduling, reporting and ad hoc project initiatives to positively impact overall customer experience in the relationship center
Oversee forecasting, scheduling, Real Time adherence and reporting functions and assist in identifying trends and developing programs to address gaps via quality management and front line customer interactions (including chat).
Execute monthly reporting for business reviews, ad hoc analysis, and develop presentations to socialize Relationship Center strategy, spend and result
Completes core management responsibilities (ie reviews, disciplinary action, recognition, hiring, on-boarding, etc.) in a thoughtful and timely manner. Provides coaching and assistance on these processes for direct reports as well as developing direct reports and providing leadership guidance.
Other responsibilities as assigned.
Position Requirements
5+ years analytics management experience required, 2+ years driving technical and communications projects
5+ years experience managing projects
BS/BA in Business Management or Administration required, preferably in a technical or financial capacity. MBA or advanced degree preferred
Knowledge of and experience in producing work schedules
Strong ability to analyze data; derive conclusions from data, build tactical plans to resolve core problems, and communicate the strategy with solutions to multiple levels of leadership
Able to determine root causes of issues and motivate a solution via direct, indirect and cross- functional team members
Demonstrated ability to build cross-functional relationships and influence decisions
Superior communication and diplomacy skills with diverse groups of people, including customers, colleagues, executives and direct reports
Ability to both lead teams and act as a strong individual contributor to cross-functional teams
Strong leadership, coaching, team building and people development skills
Excellent written and oral communication skills; experience in creating presentations and presenting to Senior Leadership
Ability to prioritize tasks, meet deadlines and work independently in a fast paced environment
Able to work under pressure and effectively manage stress