Job Description

We are currently hiring a Manager, Workforce Planning to help grow our company and ensure our mission is achieved!

Employee Value Proposition (EVP): PROG is dedicated to providing people with opportunity; opportunity for inclusive collaboration, opportunity for innovation, and opportunity for development.

WE ARE: A team of operations experts that are crucial to the operational excellence and world-class experience that we provide to our customers. Progressive Leasing is known for the high-quality assistance that we provide, and we love to continuously pursue excellence and compassion in all that we do! 

YOU ARE: As an operations manager, you will lead others to provide a world-class customer experience through efficient planning and execution of workforce management. In this key management position, you will be responsible for overseeing and coordinating all forecasting, capacity planning, scheduling, and real time monitoring for Progressive Leasing and BPO partners. This includes analyzing call volume, handle time, distributions, absenteeism, overtime, and staffing needs to ensure optimal performance.

YOUR Day-To-Day: 

• Strategic Planning: Develop and implement workforce strategies aligned with business objectives. Collaborate with Senior Leaders to understand and support their goals.
•  Operational Oversight: Lead forecasting, capacity planning, scheduling, and real-time management for Operations. Analyze call volume, handle time, distributions, absenteeism, and staffing needs to optimize performance.
•  BPO Coordination: Manage the outsourcing of business processes, including overseeing BPO staffing and invoice management. Ensure seamless collaboration between internal teams and external partners.
•  Team Leadership: Lead and develop a team of analysts, fostering a culture of continuous improvement. Conduct performance reviews, create Individual Development Plans, hire and onboard new analysts.
•  Data Analytics: Design and implement advanced analytical processes for predictive forecasting and target setting models. Analyze data to identify key insights, drive strategic decision-making, and improve operational efficiency.
•  Technology Integration: Drive the implementation and direction of new tools and technologies to enhance customer experience and inform business strategy.
•  Collaboration: Collaborate with peers in WFM, Finance, Sales Ops, and Operations teams to establish goals and create plans. Work side-by-side with WFM leadership on projects and staffing plans.
•  Reporting and Communication: Generate and analyze reports, communicate insights to leadership, and inform business owners of significant issues, changes, and developments.

 YOU’LL BRING:

• 5 to 7 years' experience in WFM (forecasting, capacity planning, scheduling and real-time management)
• Experience with managing employees across multiple sites
• Management experience with teams of at least 1-10 people
• Experience managing a BPO, as a WFM Manager
• Experience with MS Office Suite with high proficiency and working knowledge of Excel
• Proficiency with WFM software applications (Genesys, IEX, ININ, Verint, etc.)
• Excellent oral, written, interpersonal, and organizational skills
• Must be self-motivated and able to work with minimal supervision
• Must be detail oriented, organized, and able to work independently as well as with a team
• Proven performance in a fast-paced, growth work environment
• Ability to make sound decisions quickly in a fluid work environment
• BA/BS Bachelor's Degree in a job related field of study preferred (mathematics, statistics, finance, business analytics etc.)

WE OFFER:

• Competitive Compensation Bonus Potential
• Full Health Benefits; Medical/Dental/Vision/Life Insurance Paid Parental Leave
• Company Matched 401k
• Paid Time Off Paid Holidays Paid Volunteer Time
• Diversity Alliance Resource Groups
• Employee Stock Purchase Program
• Tuition Reimbursement
• Charitable Gift Matching
• Job Required Equipment & Services Will Be Provided

Progressive Leasing welcomes and encourages diversity in the workplace. We do not discriminate in any aspect of employment on the basis of race, color, religion, national origin, ancestry, gender, sexual orientation, gender identity and/or expression, age, veteran status, disability, or any other characteristic protected by federal, state, or local employment discrimination laws where Progressive Leasing does business.