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Workforce Planning Manager – Austin, TX 23499

PRIMUS Global Services Inc.,

This is a Full-time position in Austin, TX posted July 8, 2021.

We have an immediate opportunity with one of our largest clients for Workforce Planning Manager in Austin, TX. The ideal candidate should have overall 5-7 Years of strong experience in Workforce SupplyDemand planning in a global 24×7 customer or user support operation environment. Must have in-depth hands-on experience with workforce planning and one or more Workforce management tools. Candidate will manage end-to-end capacity planning efforts, from forecasting demand to scheduling of agents in order to meet desired service levels. Should analyze data, presenting to peers and leadership team, to highlight trends and insights to influence business decisions. Form the vision, roadmap, and goals for workforce planning, taking into consideration the immediate needs, resourcing constraints, and long-term strategy through efforts like annual budgetresource planning experience is required. Will develop strategy, systems, and repeatable processes to manage global support resources across multiple channels to ensure optimal customer experience and operational efficiency for Techstop Operations. Will be able to identify gaps and shortcomings in scheduling processes, including quality of data, and partner with BI team in order to ensure success. Should be partner with Engineering teams and to lead rollout of workforce management tools, and integration with case management platforms. Will produce and manage documentation including project plans, status dashboards, stakeholder communications, project updates, roadmaps, and SOPs. Excellent project management skills and analytical ability is required. Must have demonstrated success in solving problems and achieving results in a constrained environment. Should have outstanding communication skills (written, verbal, presentations), and a high tolerance for ambiguity and rapid change. The ideal candidate should have experience in Workforce SupplyDemand planning and Workforce Planning. For immediate consideration, please apply directly to using the “Easy Apply” link noted below. Manish PRIMUS Global Services