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Manager, Resource Planning
CareMetx, LLC. Lead forecasting, staffing modeling, scheduling, real-time management, reporting, and analytics across Operations programs .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in resource planning and workforce management within large contact centers, utilizing advanced analytical skills and workforce optimization software to drive efficiency and performance. Proven leadership in developing teams and managing vendor relationships while leveraging AI tools for enhanced operational insights.
Highest-signal resume keywords
Resource PlanningWorkforce ManagementTeam LeadershipData AnalysisWorkforce Optimization Software
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
ForecastingSchedulingData VisualizationPredictive ModelingStatistical AnalysisTrend AnalysisCapacity AnalysisCost-of-Delivery AnalysisVLOOKUPPivot Tables
Soft Skills
Analytical ThinkingProblem-SolvingEffective CommunicationTeam CollaborationMultitasking
Tools & Technologies
Five9AvayaCMSCiscoAutomated Call DistributorsComputer-Telephone IntegrationCLAUDEBase44Microsoft Office SuiteResource Planning Software
Industry Keywords
Contact CenterTelephony PlatformsVOIP Call RoutingWorkforce OptimizationPerformance Management
Tech Stack
Tools & technologiesVoIP
About the role
Key responsibilities & impact- Lead forecasting, staffing modeling, scheduling, real-time management, reporting, and analytics across Operations programs
- Ensure service levels and key performance indicators are achieved while improving efficiency and controlling expenses
- Lead and develop a team of Senior Resource Planning Analysts
- Perform complex analyses, build models, and work hands-on with large data sets
- Serve as subject matter expert and internal champion for Resource Planning deployment and utilization
- Connect Resource Planning, Hub Operations, business leadership, and technical teams
- Champion responsible use of AI tools such as CLAUDE and Base44 for analysis, reporting, and automation
- Manage relationships and performance of resource planning and telephony system vendors
- Lead business analysis and define operational requirements for future CRM, telephony, Resource Planning, Performance Management, and Quality Management integrations
- Document and maintain Resource Planning and Contact Center software processes and procedures
- Set team standards and review forecasts, models, and recommendations before leadership presentation
- Oversee time studies, data collection, historical volume analysis, and future forecasting
- Govern and validate program-specific staffing models
- Perform headcount, capacity, and cost-of-delivery analyses for hiring, budgeting, and business decisions
- Oversee schedules, PTO approvals, and scheduling-event modifications
- Oversee real-time performance-management tools and standard reports
- Develop scorecards and dashboards using trend analysis, control charts, and driver analysis
- Present data-driven findings and recommendations to senior leadership
- Develop and apply predictive modeling, scenario analysis, and simulation
- Collaborate with clients and Operations Management on continuous improvement and performance opportunities
- Provide analytical support and staffing/performance recommendations for special projects
- Maintain regular attendance and adhere to company policies
Requirements
What you’ll need- Bachelor's Degree required, or equivalent work experience
- Minimum 7 years of experience in resource planning or workforce management for large contact centers required
- Minimum 2 years of experience leading a team, including coaching, developing, and managing the performance of analysts or other professionals
- Experience in a call/contact center environment preferred
- Advanced knowledge of workforce optimization software required
- Specific and recent experience with Five9 or a workforce management schedule management system
- Advanced knowledge of telephony platforms such as Five9, Avaya, CMS, Cisco, or similar
- Understanding of VOIP call routing technology would be a plus
- Experience with Automated Call Distributors, Computer-Telephone Integration automation, skills routing, forecasting, scheduling, and intra-day management
- Familiarity with Contact Center software reporting tools
- Intermediate knowledge of Microsoft Office Suite
- Advanced knowledge of Microsoft Excel, including spreadsheets, VLOOKUPs, and pivot tables
- Demonstrated ability to perform complex hands-on data analysis, including statistical and trend analysis and data visualization
- Experience using AI tools such as CLAUDE and Base44 is a plus
- Demonstrated leadership skills, including coaching, motivating, and holding a team accountable while remaining hands-on
- Strong analytical, critical thinking, and problem-solving skills
- Ability to communicate effectively verbally and in writing with employees, executives, clients, and non-technical audiences
- Ability to work successfully with a diverse group of people and be a team player
- Ability to multitask and navigate competing priorities
- Ability to work independently and display initiative
- Ability to identify emerging trends and measure business impact
- Ability to work occasional evenings and weekends to meet deadlines
- Must be flexible on schedule and hours
- CareMetx considers equivalent combinations of experience and education
Benefits
Comp & perks- Equal employment opportunity employer
- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
- Flexible schedule and hours
- Some travel may be required