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Summary:
The leader of short-range forecasting, scheduling, and command center operations will be responsible for devising and executing short-term capacity strategies. This role is pivotal in ensuring the efficient management of resources to maintain service level agreements with both our field and client teams. The leader will oversee a team dedicated to analyzing real-time data and trends to create detailed workload models, recommending solutions to enhance operational efficiency.
Applies technical skills in the realm of automation, technology, statistical analysis, and business modeling principles. Serves as a vital advisor to leaders in the operation. Balances an ability to advance the organization's data literacy and technical skills with an ability to transform the culture to a capacity management driven environment. Incorporated in this transformation must be an understanding of leadership culture and the ability to collaboratively drive behaviors and outcomes using the right insights.
ESSENTIAL FUNCTIONS:
- Develop and implement analytics and modeling tools for resourcing, capacity, throughput, and utilization to support operations and long-term strategic planning.
- Partner with stakeholder functions and leadership to develop and implement capacity planning process improvements.
- Develop and implement improvement proposals to increase operational efficiency.
- Drive operational impact analyses and capacity modeling for planned technologies, capital projects, and operational efficiency projects.
- Improve forecasting processes, leveraging new concepts and technologies, to continuously drive sustainable improvements.
- Define success metrics, frequency, and cadence by which to measure and deliver priority goals and capacity planning improvements.
- Develop/implement inventory strategies to achieve service level goals and optimal inventory levels; monitor the performance of inventory policies.
- Proactively identify business opportunities related not only to capacity issues in department, but also to business continuity planning.
- Oversees primary input into monthly & annual budget planning process.
Qualifications:
- Bachelor's Degree in Finance, Engineering, Business Management, or related field.
- 8+ years of experience in Capacity Planning, Workforce Management, and/or Operations Analytics.
- 5+ years of leadership and management experience.
- Expertise in Verint WFM, NICE/IEX, ASPECT or other Workforce Management tools.
- Ability to build strong relationships throughout all levels of an organization.
- Proven expertise in capacity planning, process modeling, forecasting formulas.
- Solid understanding of operational financial planning
- Team player and strong ability to work with other disciplines across departments.
- Strategic thinker, able to quickly grasp complex issues.
- Ability to drive results in a matrixed organization.
- Preferred: 5+ of Service Center experience including both call center and non-customer facing work.
- Preferred: Advanced Excel, Tableau, SQL, and PowerBI skills.
- Preferred: Experience with modeling data in relational databases or OLAP Cubes.
#LI-Remote
Compensation Range:
Pay Range - Start:
$102,060.00
Pay Range - End:
$189,540.00
Geographic Specific Pay Structure:
210 - Structure 110: 112,280.00 USD - 208,520.00 USD 210 - Structure 115: 117,390.00 USD - 218,010.00 USD
We believe in fairness and transparency. It's why we share the salary range for most of our roles. However, final salaries are based on a number of factors, including the skills and experience of the candidate; the current market; location of the candidate; and other factors uncovered in the hiring process. The standard pay structure is listed but if you're living in California, New York City or other eligible location, geographic specific pay structures, compensation and benefits could be applicable, click here to learn more.
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Northwestern Mutual is an equal opportunity employer who welcomes and encourages diversity in the workforce. We are committed to creating and maintaining an environment in which each employee can contribute creative ideas, seek challenges, assume leadership and continue to focus on meeting and exceeding business and personal objectives.
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- Flexible work schedules
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- Comprehensive benefits
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