BUSINESS PLANNING MANAGER

Job Description:


RESPONSIBILITIES: The Business Planning Manager is accountable for planning and budgeting for contact center capacity, forecasting contact volumes, and scheduling of contact center staff to meet service level objectives. This role supports the Performance Center Director in achieving the short and long term operations and transformational objectives. Key aspects of the Business Planning Manager position include working with the Lines of Business to understand contact center business plans and needs, developing short and long term contact center call forecasts based business plans, developing staff count requirements for hiring and training by Line of Business, developing contact center agent schedules to meet service level requirements, developing and managing the budget for the contact center organization. This position has the following responsibilities:
Understanding the contact center needs of the Lines of Business
Plan and manage budget, forecasting, and scheduling for the contact center organization
Provide forecasts to Telecommunications, IT, HR, and Training to ensure adequate staff and facilities to meet service level requirements.
Provide agent schedules by Line of Business and site utilizing CSAA Workforce Management tools.
Establish Service Level Agreements for the Lines of Business under the Contact Center organization accountability.
Participate in the development of the strategic plans and develops tactical plans for area(s) of responsibility
Sponsor and support contact center transformational projects budget and forecasting needs to achieve efficiencies
Provide shared accountability for employee satisfaction through analysis of analytics and support of initiatives to improve satisfaction scores
REQUIRED QUALIFICATIONS: The successful candidate possesses the following qualifications:
Minimum 5 years of managing large multi-site contact center business planning, including call forecasting and staff scheduling, budgeting, and capacity planning.
BS/BA degree
Practical knowledge of contact center operations, organizational structure and business processes
Demonstrated ability to utilize analytic tools and contact center forecasting models (e.g., erlang) to drive business decisions
Excellent leadership skills and ability to act as a liaison with other groups to achieve strategy
Strong organization, analytical, prioritization and decision-making skills in a dynamic environment
Demonstrated ability to think creatively and demonstrate leadership in crisis situations
Project planning, budgeting and management experience
Excellent written, oral and presentation skills
PREFERRED QUALIFICATIONS:
IEX product and vendor experience
Finance background
Insurance Industry background
Experience in Insurance, AAA clubs, or Travel industries