Director, Workforce Management & Capacity Planning

You are a driven and motivated problem solver ready to pursue meaningful work. You strive to make an impact every day & not only at work, but in your personal life and community too. If that sounds like you, then you've landed in the right place.

Director, Workforce Management & Capacity Planning

The Director of Workforce Management will be responsible for the strategic oversight of all Capacity Planning and Workforce Management for a modeled functional area (claims, operations, sales, underwriting) to be determined based upon business need.

In partnership with functional leaders, the ideal candidate will manage long and short-term variable staff modeling, operational analytics, strategic problem solving and initiative assessment.

As a financial steward, this talent will champion the management and development of staffing models to optimize workforce and support leadership on meeting both customer and financial commitments throughout both budget and outlook planning.

The primary accountabilities are:

• Lead the financial planning of variable staffing through budget and outlook processes in partnership with finance teams
• Translate business objectives into executable plans and measurable outcomes to support resource optimization and service level delivery
• Participate in strategic planning for future staffing needs, and make recommendations through use of analytical and historical data
• Create regular best practices for contact center performance through workforce management tools
• Make recommendations for contact center efficiencies and service deliveries in a multi-site omni channel environment
• Drive continuous improvement optimizations for analytical and forecasting processes using workforce management tools and techniques
• Develop a solid understanding of operational models and functional business operations
• Manage the day-to-day service level delivery through forecasting, scheduling and workload optimization of contact center resources
• Cultivate partnerships and relationships with key stakeholders, customers, finance and functional leaders

Qualifications:

• 5+ years’ experience in leading workforce management modeling within a highly complex business environment and/or contact center management modeling experience required with short term forecasting, long term forecasting and intraday experience preferred.
• 7+ years of experience in operational management processes. Requires ability to leverage data to drive decisions and strategically influence business strategies.
• Bachelor’s degree required. Finance, Accounting, or Operations Preferred; Master’s degree preferred.
• Strong financial and business acumen.  Ability to leverage data to translate operational performance into financial implications and influence future strategies. 
• Proven leadership abilities as demonstrated by the capacity to influence and drive change for customers and team members in support of business initiatives, take action on operational efficiency and impact customer results.
• Strong consulting skills with ability to translate detailed complex business analyses into concise executive level recommendations
• Detail-oriented with commitment to operational excellence and quality. Ability to develop recommendations based on solid analytics that address the root cause and explain impacts to business performance. 
• Experienced with researching and implementing new technologies and automations, and partnering across the Workforce Planning team to gain greatest efficiencies
• Creates a culture of high performance, motivates, and holds team accountable to meeting and exceeding expectations.
• Self-starting and innovative.  Ability to leverage creative thinking and natural curiosity to execute on operational efficiencies, manage multiple priorities and complete time-sensitive deliverables.
• Exceptional verbal and written communication skills; proven ability to communicate effectively and influence all levels of staff
• Possesses strong to advanced EXCEL and POWERPOINT skills, knowledge of statistical analysis.

Compensation

The listed annualized base pay range is primarily based on analysis of similar positions in the external market. Actual base pay could vary and may be above or below the listed range based on factors including but not limited to performance, proficiency and demonstration of competencies required for the role. The base pay is just one component of The Hartford’s total compensation package for employees. Other rewards may include short-term or annual bonuses, long-term incentives, and on-the-spot recognition. The annualized base pay range for this role is:

124,880 - 187,320

Benefits

Our company’s success is due to our employees’ dedication and passion for their work. They are our greatest asset. That’s why we are committed to offering employees and their families a comprehensive benefits package and award-winning well-being programs. By helping our employees achieve their full potential, we unlock our own. Visit https://www.thehartford.com/careers/benefits for details.

Equal Opportunity Employer/Females/Minorities/Veterans/Disability/Sexual Orientation/Gender Identity or Expression/Religion/Age

Dir Workforce Planning - OW06AE