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Workforce Planning Consultant
AAA Life Insurance Company. Forecast demand and capacity within the Simplified Issue Sales Unit contact center, with extended support for Direct Sales Unit operations .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in workforce management and capacity planning, with a strong focus on optimizing staffing strategies and operational performance. Proficient in analyzing workforce metrics and translating analytics into actionable recommendations for staffing and operational improvements.
Highest-signal resume keywords
Workforce Management ExperienceForecasting MethodologiesContact Center AnalyticsCapacity PlanningRegulatory Compliance Knowledge
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Workforce PlanningCapacity PlanningForecast AccuracyOperational AnalyticsScenario ModelingStaffing RecommendationsProcess OptimizationData AnalysisMulti-Skill ComplexityMulti-Channel Complexity
Soft Skills
Attention to DetailCommunication SkillsOrganizational SkillsProblem-Solving SkillsListening Skills
Tools & Technologies
Microsoft Office SuiteNICECalabrioVerintCresta AI
Industry Keywords
Contact Center MetricsOperational EffectivenessCustomer ExperienceWorkforce Management Best PracticesSales Environment Compliance
About the role
Key responsibilities & impact- Forecast demand and capacity within the Simplified Issue Sales Unit contact center, with extended support for Direct Sales Unit operations
- Optimize staffing strategies and monitor operational performance
- Provide workforce strategy, staffing recommendations, and operational analytics
- Outline process optimization and continuous improvement opportunities
- Align workforce planning with business drivers, including direct mail marketing campaigns
- Own and continuously improve forecast accuracy through assumption validation, trend analysis, and forecasting model refinement
- Create and maintain capacity plans aligned with demand, service-level goals, productivity expectations, and budget objectives
- Analyze workforce metrics including forecast accuracy, occupancy, utilization, shrinkage, schedule adherence, attrition, average handle time, and service levels
- Recommend hiring, staffing levels, overtime, voluntary time off, cross-training, and workforce allocation
- Recommend operating hours, staffing models, shift structures, flexible work arrangements, and part-time staffing strategies
- Partner with Operations, Marketing, Finance, HR, IT, vendors, and business leaders on workload impacts and workforce management technology
- Translate workforce analytics into actionable staffing recommendations
- Conduct scenario modeling and what-if analyses
- Identify staffing gaps and recommend schedule realignments, hiring plans, shift bids, and resource optimization strategies
- Lead or support initiatives improving productivity, cost efficiency, customer experience, and operational effectiveness
- Serve as subject matter expert on staffing software
- Support workforce planning during system outages or operational disruptions
- Stay current on workforce management best practices, technology advancements, and industry trends
Requirements
What you’ll need- 5+ years of workforce management, workforce planning, capacity planning, or contact center analytics experience
- Knowledge of contact center metrics
- Strong attention to detail
- Excellent listening, communication, and documentation skills
- Proficiency in Microsoft Office Suite (Excel, Word, Outlook)
- Strong analytical skills
- Knowledge of regulatory compliance requirements in a sales environment
- 5+ years WFM experience utilizing and implementing forecasting methodologies for contact centers with multi-skill and multi-channel complexity required
- Experience developing long-range capacity plans
- Experience presenting staffing recommendations to senior leadership
- Advanced knowledge of and experience with QA tools such as NICE, Calabrio, Verint, or similar
- Experience with AI tools such as Cresta AI, etc.
- Proven success in analytics and creative problem-solving
- Strong organizational skills and follow-through abilities
- Ability to perform the physical and concentration requirements of the role
- Must not currently require or potentially require employer-sponsored immigration support; AAA Life does not offer immigration sponsorship
Benefits
Comp & perks- Remote work solution
- Periodic travel to home office as business dictates (1-2 times per year)
- Reasonable accommodation for otherwise qualified applicants as needed