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Operations Resource Strategist (Workforce Manager)
Staffing Solutions Organization LLC (SSO), an affiliate of Public Consulting Group LLC (PCG), is focused on delighting clients with world-class managed staffing and talent consulting services. SSO is committed to a diverse workforce, which is a reflection of our clients and the people they serve.
Operations Resource Strategist (Workforce Manager)
Department of Employee Trust Funds (ETF)
Hours/Week: 40
Duration: More than 12 months
Work Model: 100% Remote (Candidates outside WI accepted)
Who We Are
The Department of Employee Trust Funds (ETF) manages retirement, insurance, and benefit programs for more than 600,000 state and local government employees and retirees within the Wisconsin Retirement System (WRS). ETF is committed to providing high quality, accurate services that support and empower its members.
Position Summary
The Operations Resource Strategist serves as the primary resource for service capacity planning, forecasting, and resource optimization for the Member Services Bureau. This role analyzes operational data from call center systems, appointment scheduling platforms, case management tools, and outreach events to forecast demand and align staffing resources to service level goals.
The Strategist works closely with bureau leadership, supervisors, and cross divisional partners to develop staffing models, scheduling scenarios, and contingency plans that ensure the right coverage for phone, virtual, in person, group interactions, benefits processing, and casework production.
In addition to daily and long term capacity planning, this role leads operational analytics initiatives, supports customer experience improvements, identifies process and technology enhancements, and serves as a subject matter expert on resource optimization. This newly established position reflects ETF’s strategic focus on strengthening enterprise capacity planning and maturing operational management practices.
Required Experience
ETF is seeking a collaborative, analytical professional who is energized by using data to improve service delivery and operational performance. Strong candidates demonstrate sound judgment, curiosity, and an ability to translate complex information into practical staffing and planning strategies. The ideal candidate can manage multiple priorities, work effectively across teams, and help build sustainable capacity planning practices that support employee experience and member outcomes.
Keyword Search Terms
Operations Resource Strategist, Workforce Manager, Capacity Planning, Workforce Planning, Workforce Management, Operations Analyst, Service Operations Analytics, Contact Center Analytics, Call Center Workforce Planning, Resource Optimization, Staffing Models, Forecasting, Demand Forecasting, Scheduling Scenarios, Operations Planning, Workforce Forecasting, Service Level Management, Productivity Analysis, Operational Reporting, Case Management Systems, Call Center Platforms, Scheduling Tools, Operational Data Analysis, Workforce Analytics, Data Modeling, Excel Reporting, Operational Efficiency, Process Improvement, Public Sector Operations, Benefits Administration, Member Services Operations, Remote Operations Roles, Service Delivery Optimization, Resource Planning, Cross Functional Collaboration, Operational Strategy, Enterprise Capacity Planning.
Compensation for roles at Staffing Solutions Organization LLC (SSO) varies depending on a wide array of factors including, but not limited to, the specific office location, role, skill set, and level of experience. As required by applicable law, SSO provides a reasonable range of compensation for this role. In addition, SSO provides a range of benefits for this role.
Applicants must be authorized to work in the U.S. This position is not eligible for work authorization sponsorship (including H-1B sponsorship) by SSO and under the federal laws relating to the F-1 STEM EAD program, this position is not eligible to support a STEM EAD extension application.
All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, marital status, age, national origin, protected veteran status, or disability. Staffing Solutions Organization LLC is an E-Verify participant.
Operations Resource Strategist (Workforce Manager)
Department of Employee Trust Funds (ETF)
Hours/Week: 40
Duration: More than 12 months
Work Model: 100% Remote (Candidates outside WI accepted)
Who We Are
The Department of Employee Trust Funds (ETF) manages retirement, insurance, and benefit programs for more than 600,000 state and local government employees and retirees within the Wisconsin Retirement System (WRS). ETF is committed to providing high quality, accurate services that support and empower its members.
Position Summary
The Operations Resource Strategist serves as the primary resource for service capacity planning, forecasting, and resource optimization for the Member Services Bureau. This role analyzes operational data from call center systems, appointment scheduling platforms, case management tools, and outreach events to forecast demand and align staffing resources to service level goals.
The Strategist works closely with bureau leadership, supervisors, and cross divisional partners to develop staffing models, scheduling scenarios, and contingency plans that ensure the right coverage for phone, virtual, in person, group interactions, benefits processing, and casework production.
In addition to daily and long term capacity planning, this role leads operational analytics initiatives, supports customer experience improvements, identifies process and technology enhancements, and serves as a subject matter expert on resource optimization. This newly established position reflects ETF’s strategic focus on strengthening enterprise capacity planning and maturing operational management practices.
Required Experience
- 3 to 5 years of experience in capacity planning, workforce planning, service operations analytics, or a similar operational planning role.
- Ability to analyze operational data and translate findings into staffing and workload recommendations.
- Experience supporting forecasting or capacity planning in a customer service, contact center, or operational environment.
- Strong proficiency in Microsoft Excel or similar tools for data analysis and reporting.
- Ability to develop staffing plans or scheduling scenarios aligned with service or production goals.
- Knowledge of service performance metrics such as service levels, response times, productivity, and throughput.
- Experience working with operational systems (call center platforms, scheduling tools, case management systems, etc.).
- Strong analytical and problem solving skills with high attention to detail.
- Ability to communicate complex information clearly to supervisors and leadership.
- Experience in a dedicated workforce management, capacity planning, or operations planning role.
- Experience balancing real time customer contact coverage with case processing or back office workloads.
- Experience building or refining forecasting models using historical data and demand assumptions.
- Experience developing dashboards or working with BI teams to enhance reporting.
- Basic familiarity with workforce management or service optimization software.
- Experience supporting process improvement or operational efficiency initiatives.
- Experience working in the public sector or a regulated or benefits administration environment.
ETF is seeking a collaborative, analytical professional who is energized by using data to improve service delivery and operational performance. Strong candidates demonstrate sound judgment, curiosity, and an ability to translate complex information into practical staffing and planning strategies. The ideal candidate can manage multiple priorities, work effectively across teams, and help build sustainable capacity planning practices that support employee experience and member outcomes.
Keyword Search Terms
Operations Resource Strategist, Workforce Manager, Capacity Planning, Workforce Planning, Workforce Management, Operations Analyst, Service Operations Analytics, Contact Center Analytics, Call Center Workforce Planning, Resource Optimization, Staffing Models, Forecasting, Demand Forecasting, Scheduling Scenarios, Operations Planning, Workforce Forecasting, Service Level Management, Productivity Analysis, Operational Reporting, Case Management Systems, Call Center Platforms, Scheduling Tools, Operational Data Analysis, Workforce Analytics, Data Modeling, Excel Reporting, Operational Efficiency, Process Improvement, Public Sector Operations, Benefits Administration, Member Services Operations, Remote Operations Roles, Service Delivery Optimization, Resource Planning, Cross Functional Collaboration, Operational Strategy, Enterprise Capacity Planning.
Compensation for roles at Staffing Solutions Organization LLC (SSO) varies depending on a wide array of factors including, but not limited to, the specific office location, role, skill set, and level of experience. As required by applicable law, SSO provides a reasonable range of compensation for this role. In addition, SSO provides a range of benefits for this role.
Applicants must be authorized to work in the U.S. This position is not eligible for work authorization sponsorship (including H-1B sponsorship) by SSO and under the federal laws relating to the F-1 STEM EAD program, this position is not eligible to support a STEM EAD extension application.
All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, marital status, age, national origin, protected veteran status, or disability. Staffing Solutions Organization LLC is an E-Verify participant.
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