Workforce Planning Consultant

September 23

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Description

• The Workforce Planning Consultant is accountable for the development and maintenance of comprehensive staffing models supporting Operations Service/Call Centers. • The models determine resource (staff) requirements for workload demands. • The position works very closely with other members of the Operations and Finance teams and is critical in the development of annual operating plan/budget and regular outlooks. • Act as liaison between Operations, Training, HR, Finance and Expense business partners with regards to staffing and capacity planning. • Establish staff plans and/or capacity requirements based on data and analytics. • Maintain comprehensive knowledge of staffing model inputs and methodology. • Conduct planning meetings to discuss and or communicate capacity needs, risks, opportunities and results to various functions. • Conduct detailed variance analytics and identify key business drivers of change. • Review forecast for accuracy and make proactive changes to minimize variances. • Working closely with the Operational Lines Finance, Expense and Operations leads, identify trends, quantify impacts, and communicate business results relative to staffing implications on a monthly basis.

Requirements

• Experience in constructing quantitative analysis and/or workforce modeling in a professional environment. • Service Operations/Contact Center and/or business forecasting experience. • Bachelor’s Degree preferred. • Strong quantitative and mathematical skills. • Possesses strong to advanced MS EXCEL skills. • Familiarity with IEX and workforce planning tools. • Adept in data mining, data analysis, and data presentation. • Able to identify relevant data and data sources to provide meaningful analysis. • Strong analytical, critical-thinking, and problem-solving skills. • Effective written and verbal communication skills a must. • Able to influence and negotiate with business partners and colleagues openly. • Can clearly articulate points of view and provides compelling rationale to influence decisions.

Benefits

• 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.