Workforce Planning Manager – Americas

This position can be worked at our Global Contact Center in Omaha, Nebraska or Marion, Illinois. This position can also be worked remotely. Please note this position can only be worked remotely from the following states: Arizona, Colorado, Florida, Georgia, Illinois, Indiana, Iowa, Kansas, Louisiana, Michigan, Minnesota, Missouri, Nebraska, North Carolina, North Dakota, Ohio, Oklahoma, South Carolina, South Dakota, Tennessee, Texas, Utah and Wisconsin.

The Workforce Planning Manager – Americas will be responsible for managing all facets of contact center planning such as forecasting, scheduling, analytics, reporting, monitoring contact volumes, and other operational activities. This position will provide daily guidance to the BPO WFM team responsible for monitoring real-time adherence, scheduling, etc. This position will develop capacity/staffing plans for insource and outsource hubs with reporting to provide senior management with the understanding needed to make operational decisions. Coordinates with Outsource partners, when outages occur, and work must be redirected. Manages workforce plans that directly impact the service and performance of staff in order to deliver exceptional service to Hyatt guests. Oversees Hyatt Inclusive Collection and BPO Guest Services forecasting and scheduling processes.

Position Responsibilities:

• Lead the Workforce Planning & scheduling with HIC Insource and Outsource teams to plan, create and execute long and short term forecasts and capacity planning in a multi-channel, 8am – 8pm support center to meet SLA goals.
• Is able to provide long term and short term forecasts for all BPO’s, servicing all America’s Lines of Business.
• Determine workforce need by interval and make adjustments to staffing levels for ‘same day’ and future days for insource HIC center.
• Collaborates with Workforce Leaders in HIC and in BPO’s to ensure consistent delivery of SLA’s and implement workload location strategy.
• Develops rigorous capacity planning documents with all necessary variables to help with staff planning.
• Identify areas where business policies/procedures may require change as it relates to Workforce Planning, including managing the prioritization and internal development work to support the Workforce Planning suite of products.
• Learn and manage HIC workforce systems to produce actual volume trends analysis against forecast, periodically informing senior leadership and the outsource team on changes with trend and staffing.
• Administration of workplace planning applications including but not limited to master schedules, forecasts and intra-day forecasts.
• Monitor all work types and Lines of Business with both insource and outsource teams to assure SLAs are met.
• Ability to present data and recommendations to GPGS Senior Leadership regarding staffing and planning for HIC insource and outsource teams along with other outsource lines of America’s business.
• Strong knowledge of WFM terminology, theory, practice, and metrics along with working knowledge of contact center operations, reporting, and metrics.
• Demonstrate a commitment to Hyatt’s core values.

Qualifications

Experience:

• 3 – 5 years of Workforce Management experience required.
• 2 – 4 years of Managing a Workforce Department required.
• 2 – 3 years Administration of Workforce tools (such as NICE IEX, CALABRIO) desired.
• Working experience with an outsource partner is desired.

Education:

• Bachelor’s degree in Computer Science, MIS, Business Management, Statistics or related field preferred.

Certificates, Licenses, Registrations:

• Workforce Management Certification preferred.

Computer Skills Needed to Perform this Job:

• Strong Microsoft Excel and Access skills required.
• Working knowledge of managing a telephony infrastructure preferred.
• Full understanding of capacity planning is preferred.
• Experience with workforce management systems such as: IEX/Calabrio or similar platform preferred.

Additional Comments and Requirements:

• Deep understanding of call distribution and short term (by half hour) forecasting.
• Ability to present information into a usable and easy to understand story.
• Must be highly motivated and organized with the ability to work on multiple tasks simultaneously under time constraints.

Hyatt is an equal employment opportunity and affirmative action employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, ancestry, age, religion, disability, veteran status, genetic information, citizenship status or any other group protected by law.

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