workforce planner

Tamkeen Technologies

<div>
 Tamkeen Technologies is looking for a detail-oriented and organized
 <strong>
  Workforce Management Assistant
 </strong>
 to join our team. In this role, you will be responsible for supporting the workforce management functions, including forecasting, scheduling, and capacity planning to ensure our customer service operations run smoothly and efficiently. You will work closely with the Workforce Management team to analyze data, track performance metrics, and assist in creating optimal schedules for staff to meet business needs. If you are passionate about data analysis and workforce optimization, we encourage you to apply!
 <br/>
 <br/>
 <strong>
  Responsibilities
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Assist in the development and maintenance of workforce forecasts based on historical data and projected trends
  </li>
  <li>
   Support the scheduling of staff to ensure adequate coverage for call volume and service level requirements
  </li>
  <li>
   Monitor real-time performance and provide insights into staffing needs and operational efficiency
  </li>
  <li>
   Help analyze data and prepare reports related to workforce performance metrics and service levels
  </li>
  <li>
   Collaborate with team leaders and management to address scheduling conflicts and optimize resources
  </li>
  <li>
   Maintain accurate records of employee schedules, attendance, and performance
  </li>
  <li>
   Assist in identifying trends and making recommendations for process improvements in workforce management
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Requirements
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Bachelor's degree in Business Administration, Operations Management, or a related field
  </li>
  <li>
   1-2 years of experience in workforce management, scheduling, or a related analytical role
  </li>
  <li>
   Strong analytical and problem-solving skills, with attention to detail
  </li>
  <li>
   Proficient in Microsoft Excel and experience with workforce management software is a plus
  </li>
  <li>
   Excellent communication and interpersonal skills
  </li>
  <li>
   Ability to work collaboratively with cross-functional teams
  </li>
  <li>
   Strong organizational skills and the ability to manage multiple tasks simultaneously
  </li>
 </ul>
</div>


Workforce Management Assistant

Amazon.com

<div><h2 class="jobSectionHeader"><b>DESCRIPTION</b></h2><div>
Are you passionate about transforming how Amazon's senior leaders make strategic talent decisions? Amazon's Senior Talent and Transformation team is seeking an exceptional Workforce Strategist to revolutionize workforce planning across our global organization.<br>
<br>
You'll advise senior leaders to transform how we align talent investments with business needs. This isn't about capability planning; you're building new capabilities for senior leaders to challenge how work is done and influencing leaders to align on the new way of working leveraging AI. You'll work in a high-visibility, high-ambiguity environment with direct interaction with senior leaders, and close partnership with Finance and Business Ops.<br>
<br>
**Note the compensation listed below is base salary only. Total compensation will be discussed further with your recruiter.<br>
<br>
Key job responsibilities<br>
<ul><li>Advise senior leaders in business and HR to develop the workforce strategy that supports the business objectives</li><li>Partner with HRBPs and Finance partners to translate the workforce strategy into one-to-three-year workforce plans, aligned with Amazon&rsquo;s planning cycles</li><li>Collaborate with workforce planning tooling team to continue advancing the tooling to handle workforce scenarios with embedded AI-driven recommendations</li><li>Earns trust with Amazon senior leaders with executive influencing skills to develop collaborative strategies that create measurable impacts for the business
</li><li>Apply workforce planning mental model and methodology, predictive analytics, technical know-how to develop forward-looking workforce plans with expected P&amp;L impacts</li><li>Drive workforce planning milestones from design to plan to operationalization, meeting organizational goals and timelines
</li><li>Deliver exceptional written narratives aligned with the Amazon writing culture expectation, to drive alignment and decisions</li><li>Apply AI capabilities for faster and better workflows including analysis, doc writing, coordination</li><li>Travel occasionally for senior leader customer meetings</li></ul><br>
About the team<br>
<br>
The Senior Talent and Transformation team enables senior leaders &ndash; and through them, the company &ndash; to be as successful as possible in inventing and delivering on behalf of the customers.
<br>
<br>
You will work closely with senior leaders, and partner with cross-functional teams including Finance, Ops, Products, Engineers, Science, Transformation, Executive Recruiting, Executive Compensation, Executive Development.
<br>
If you enjoy leading strategic programs, influencing senior leaders, creating impacts, working in a fast-paced environment and being challenged by new problems, we&rsquo;d like to speak with you!</div><h2 class="jobSectionHeader"><b><br>
BASIC QUALIFICATIONS</b></h2><ul><li>6+ years of analytical, quantitative, communication, and presentations experience</li><li>Bachelor's degree or above</li><li>Experience working directly with senior executives and leadership teams</li><li>Experience with workforce planning</li><li>Experience leading cross-functional projects and managing large, complicated programs</li><li>Experience that includes strong analytical skills, attention to detail, and effective communication abilities</li></ul><h2 class="jobSectionHeader"><b>
PREFERRED QUALIFICATIONS</b></h2><ul><li>Experience working directly with finance teams</li><li>Strong writing skills</li></ul><br>
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.<br>
<br>
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you&rsquo;re applying in isn&rsquo;t listed, please contact your Recruiting Partner.<p><br>
The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life &amp; AD&amp;D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.</p><br>
USA, NY, New York - 163,600.00 - 221,300.00 USD annually<br>
USA, VA, Arlington - 148,700.00 - 201,200.00 USD annually<br>
USA, WA, Seattle - 148,700.00 - 201,200.00 USD annually</div><p></p>

Workforce Strategist, Senior Talent Transformation

Somatus

<div>Overview:<p></p><div><br>
As the largest and leading value-based kidney care company, Somatus is empowering patients across the country living with chronic kidney disease to experience more days out of the hospital and healthier at home.</div><div><br>
</div><div>It takes a village of passionate and tenacious innovators to revolutionize an industry and support individuals living with a chronic disease to fulfill our purpose of creating More Lives, Better Lived. Does this sound like you?</div><div></div><div><b><br>
Showing Up Somatus Strong</b></div><div>
We foster an inclusive work environment that promotes collaboration and innovation at every level. Our values bring our mission to life and serve as the DNA for every decision we make:</div><ul><li><b>
Authenticity: </b>We believe in real dialogue. In any interaction, with patients, partners, vendors, or our teammates, we are true to who we are, say what we mean, and mean what we say.</li><li><b>
Collaboration: </b>We appreciate what every person at Somatus brings to the table and believe that together we can do and achieve more.</li><li><b>
Empowerment: </b>We make sure every voice gets heard and all ideas are considered, especially when it comes to our patients&rsquo; lives or our partners&rsquo; best interests.</li><li><b>
Innovation: </b>We relentlessly look for ways to improve upon the status quo to continuously deliver new solutions.</li><li><b>
Tenacity: </b>We see challenges as opportunities for growth and improvement &mdash; especially when new solutions will make a difference for our patients and partners.</li></ul><div></div><div><b><br>
Showing Up for You</b></div><div>
We offer more than 25 Health, Growth, and Wealth Work Perks to help teammates learn, grow, and be the best version of themselves, including:</div><ul><li>
Subsidized, personal healthcare coverage (medical, dental vision)
</li><li>Professional Development, CEU, and Tuition Reimbursement</li><li>
Curated Wellness Benefits supporting teammates physical and mental well-being</li><li>
Community engagement opportunities
</li><li>And more!</li></ul><div></div><div><br>
The Operations Analyst, Workforce Management &amp; Planning (&ldquo;WFM Analyst&rdquo;) will contribute to a culture of continual operational monitoring, evaluation, and action. The role will report to the Sr. Manager, Operations Planning, Performance, &amp; Workforce Management. The WFM Analyst will support various operational priorities to drive improvements to financial targets, client-facing goals, and operational efficiency metrics.</div><br>
<div></div>
Responsibilities:<div></div><div><br>
<ul><li>
Maintain capacity projections and staffing/caseload model</li><li>
Ensure accuracy of staffing reports</li><li>
Monitor operational KPIs (e.g., enrollment, show rates, appointment booking windows, enrolled case churn, touched cases and outreach per hour) to identify potential issues and propose solutions to improve trendsSupport operations performance monitoring processes</li><li>
Develop reports for operational standup meetings</li><li>
Review/monitor various reports; share output with relevant stakeholders and raise any data/output concerns with relevant partners</li><li>
Support operational process changes</li></ul></div><div><i>
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.</i></div>
Qualifications:
<div>
Required</div><div><ul><li><div>
Associate&rsquo;s Degree or Bachelor&rsquo;s Degree</div></li><li><div>
3+ years experience working in complex business requiring collaboration with teammates from various functional areas</div></li><li><div>
3+ years experience of analyzing operational or financial data</div></li><li><div>
3+ years experience making recommendations based on data and supporting implementation</div></li><li><div>
Intermediate proficiency with Microsoft Excel</div></li><li><div>
Highly organized and attentive to detail</div></li></ul></div><div>
Preferred</div><ul><li><div>
Experience working in the healthcare industry</div></li></ul>
Other Duties : Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Somatus, Inc. provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. Further, the company takes affirmative action to ensure that applicants are employed, and employees are treated during employment without regard to any of these characteristics. Discrimination of any type will not be tolerated. https://somatus.com/careers/</div>

Operations Analyst, Workforce Management & Planning

Foundever

<div></div><div><div><div><div><div><b>Job Description:
</b><div><div><div><div>About Us</div>
</div><div><div>
Foundever&trade; is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we&rsquo;re the team behind the best experiences for +800 of the world&rsquo;s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.</div>
<div>Supporting +9 million customer conversations every day in +60 languages across 45 countries, Foundever combines global strength and scale with the agile, entrepreneurial approach of our founder-led culture, enabling companies of all sizes and industries to transform their CX.</div>
</div></div></div><p>
Role Summary / Mission</p>
<p>
The Workforce Management Supervisor is responsible for overseeing Planning, Scheduling, and Real-Time functions to ensure optimal staffing, schedule efficiency, and intraday performance. The role manages a team of Planners, Schedulers, and RTAs to deliver forecast accuracy, staffing optimization, and real-time service level achievement aligned with contractual and financial KPIs.</p>
<p>
Key Responsibilities</p>
<p>1. Team Leadership &amp; Governance</p>
<ul><li>Lead WFM function across Planning, Scheduling, and Real-Time teams</li>
<li>Manage day-to-day performance of Planners, Schedulers, and RTAs</li>
<li>Define WFM operating cadence (forecast, schedule, intraday governance)</li>
<li>Set KPIs and monitor team performance</li>
<li>Coach and develop WFM analysts across functions</li>
<li>Ensure process standardization across accounts/programs</li>
<li>Stakeholder management with Operations, Clients, and Leadership</li>
</ul><p>2. Forecasting &amp; Capacity Planning Oversight</p>
<ul><li>Review and approve volume forecasts (short / mid / long term)</li>
<li>Validate planning assumptions (AHT, shrinkage, productivity, seasonality)</li>
<li>Oversee staffing requirement calculations</li>
<li>Approve hiring glidepaths and ramp plans</li>
<li>Lead scenario planning and 'what-if' modelling</li>
<li>Own budget inputs and capacity recommendations</li>
<li>Ensure forecast accuracy and plan adherence</li>
</ul><p>3. Scheduling Oversight</p>
<ul><li>Oversee schedule creation using approved staffing plans</li>
<li>Ensure timely schedule release and updates</li>
<li>Approve leave allocation, VTO, overtime recommendations</li>
<li>Monitor schedule efficiency and coverage optimization</li>
<li>Govern shift patterns, break optimization, and shrinkage allocation</li>
<li>Ensure WFM tool updates for new hires, transfers, and attrition</li>
<li>Partner with operations on schedule changes and off-phone activities</li>
</ul><p>4. Real-Time Management Oversight</p>
<ul><li>Supervise intraday performance management</li>
<li>Monitor service level vs plan and drive recovery actions</li>
<li>Oversee queue management and load balancing</li>
<li>Approve intraday reforecast and staffing adjustments</li>
<li>Govern schedule adherence management</li>
<li>Manage incident handling (system issues, volume spikes, outages)</li>
<li>Ensure real-time reporting and escalation discipline</li>
</ul><p>5. Performance &amp; Reporting</p>
<ul><li>Own WFM reporting framework (Daily / Weekly / Monthly)</li>
<li>Analyze forecast accuracy, schedule efficiency, and intraday performance</li>
<li>Present WFM insights to Operations leadership</li>
<li>Drive continuous improvement initiatives</li>
<li>Provide RCA for service level misses</li>
<li>Track productivity, utilization, shrinkage, and bill-to-pay</li>
</ul><p>6. Stakeholder Management</p>
<ul><li>Partner with Operations leaders on staffing strategy</li>
<li>Collaborate with Finance/FP&amp;A for budgeting</li>
<li>Interface with clients on forecast and staffing commitments</li>
<li>Support hiring plans with Recruitment &amp; HR</li>
<li>Align training plans with Learning team</li>
</ul><p>Key KPIs</p>
<p>Planning KPIs</p>
<ul><li>Forecast Accuracy</li>
<li>Staffing Plan Accuracy</li>
<li>Capacity vs Demand alignment</li>
</ul><p>Scheduling KPIs</p>
<ul><li>Schedule Efficiency</li>
<li>Schedule Release Timeliness</li>
<li>Coverage vs Requirement</li>
<li>Shrinkage Optimization</li>
</ul><p>Real-Time KPIs</p>
<ul><li>Service Level / ASA</li>
<li>Intraday Plan Adherence</li>
<li>Schedule Adherence</li>
<li>Staffing Compliance</li>
</ul><p>Financial KPIs</p>
<ul><li>Bill to Pay %</li>
<li>Overtime %</li>
<li>Utilization</li>
</ul><p>Direct Reports</p>
<ul><li>Workforce Planners</li>
<li>Senior Workforce Schedulers</li>
<li>Senior Real-Time Analysts (RTA)</li>
</ul><p>Stakeholders</p>
<p>Internal</p>
<ul><li>Operations Managers</li>
<li>Program Directors</li>
<li>Training / L&amp;D</li>
<li>HR / Recruitment</li>
<li>Finance</li>
</ul><p>External</p>
<ul><li>Client WFM Teams</li>
<li>Client Operations</li>
</ul><p>Required Skills &amp; Competencies</p>
<ul><li><b>Strong leadership and team management skills</b></li>
<li><b>Ability to work effectively under pressure and in high-stress environments</b></li>
<li><b>Excellent escalation management capability</b></li>
<li><b>Experience managing multi-site WFM operations</b></li>
<li><b>Strong cross-site stakeholder communication</b></li>
<li><b>Ability to manage multiple priorities simultaneously</b></li>
<li><b>Advanced analytical and problem-solving skills</b></li>
<li><b>Financial and workforce planning expertise</b></li>
<li><b>Strong presentation and executive communication skills</b></li>
<li><b>WFM tool expertise (IEX, Verint, Genesys, Calabrio, etc.. )</b></li>
</ul><p>Experience</p>
<ul><li>3&ndash;5 years WFM experience</li>
<li>Experience across Planning, Scheduling, and Real-Time</li>
<li>Prior team leadership is a must</li>
<li>Contact center environment required</li></ul></div></div></div></div></div><p></p>

Workforce Supervisor

GE Aerospace

<div><h1 class="jobSectionHeader"><b>Job Description Summary</b></h1>
The AI Workforce Strategy &amp; Transformation Leader leads the development of a forward-looking workforce strategy in the context of artificial intelligence, ensuring the organization is prepared for how work, roles, and skills will evolve. This role goes beyond enabling adoption of AI tools to define how AI will reshape the workforce itself&mdash;including what work will be automated, augmented, or newly created. This role partners with HR, business, and technology leaders to anticipate future workforce needs, redesign roles and job architectures, and build a roadmap for workforce transformation. The role connects enterprise AI strategy with workforce strategy, ensuring the organization is proactively preparing for emerging roles, evolving skill requirements, and shifts in how work is performed. Success in this role means the organization is not only adopting AI&mdash;but also 1) actively redesigning work to unlock innovation, agility, productivity and long-term competitive advantage and 2) building and deploying a customer-focused, super-charged AI Operating Model.<br>
<br>
Please note, preferred work location is Evendale, OH, however, remote employment will also be considered.<p></p><h1 class="jobSectionHeader"><b>
Job Description</b></h1><p><b>
Essential Responsibilities:</b></p><ul><li>
Define how AI will impact the organization&rsquo;s workforce, including shifts in roles, skills, and capacity needs</li><li>
Develop a forward-looking workforce strategy that aligns with enterprise and AI priorities</li><li>
Identify which types of work will be automated, augmented, or newly created</li><li>
Partner with HR and business leaders to redesign roles, job families, and career pathways in an AI-enabled environment</li><li>
Identify emerging roles and capabilities the organization will need to build or acquire</li><li>
Evaluate roles that may decline or fundamentally change due to AI adoption</li><li>
Lead initiatives that redesign how work gets done, focusing on task-level transformation&mdash;not just role-level change</li><li>
Identify opportunities to reallocate human effort toward higher-value, judgment-based, or creative work</li><li>
Support organizational redesign efforts that align people, processes, and AI capabilities</li><li>
Serve as the architect of the talent and organizational strategy required to deliver enterprise and AI priorities</li><li>
Translate business and AI strategy into clear talent implications across roles, structures and capabilities</li><li>
Partner with senior leaders to define evolve operating models that enable scalable, AI-driven ways of working</li><li>
Ensure AI adoption efforts are aligned to workforce strategy and role evolution</li><li>
Provide guidance on how AI should be embedded into workflows in a way that supports role redesign</li><li>
Partner with enablement teams to connect tool adoption with meaningful work transformation</li><li>
Develop workforce scenarios based on varying levels of AI adoption and impact</li><li>
Use data and insights to model future workforce needs, including skills, roles, and capacity</li><li>
Advise senior leadership on workforce implications of AI investments and priorities</li><li>
Serve as the connective leader between AI strategy, HR strategy, and business transformation efforts</li><li>
Ensure alignment between workforce planning, talent strategy, and AI initiatives</li><li>
Collaborate with legal, risk, and governance teams on responsible workforce transformation</li><li>
Define and track metrics related to workforce evolution, including role changes, productivity gains, and skill development</li><li>
Monitor workforce sentiment and readiness related to AI-driven changes</li><li>
Continuously refine strategy based on adoption, outcomes, and business impact</li></ul><p></p><p><b>
Qualifications/Requirements:</b></p><ul><li>
Bachelor&rsquo;s degree in business, human resources, organizational development, technology, or a related field</li><li>
15+ years of experience in workforce strategy, organizational transformation, organizational design/effectiveness, HR strategy, Talent Management, and/or future-of-work initiatives</li><li>
Experience in AI, digital transformation, or automation-driven workforce change</li><li>
Experience in strategic workforce planning, job architecture design, and/or enterprise-level organizational design/change</li><li>
Demonstrated ability to translate emerging technologies into workforce and organizational implications</li><li>
Strong experience working cross-functionally across HR, technology, and business leadership</li><li>
Ability and willingness to travel at least 25%</li></ul><p><br>
</p><p><b>Preferred Qualifications</b></p><ul><li>
Graduate degree in business, organizational psychology, or a related discipline</li><li>
Familiarity with generative AI and its impact on knowledge work</li><li>
Experience in large, complex, global organizations</li><li>
Experience leading large-scale workforce or operating model transformations; organization development, design, and effectiveness (at scale + with STAR Model (or equivalent model) expertise) a major plus</li></ul><p></p><p><b>
Pay and Benefits:</b></p><ul><li>
The base pay range for this position is $200,000 - 300,000. The specific pay offered may be influenced by a variety of factors, including the candidate&rsquo;s experience, education, and skill set. This position is also eligible for an annual discretionary bonus based on a percentage of your base salary/ commission based on the plan. This role is also equity-eligible. This posting is expected to close on April 24th, 2026.</li><li>
GE Aerospace offers comprehensive benefits and programs to support your health and, along with programs like HealthAhead, your physical, emotional, financial and social wellbeing. Healthcare benefits include medical, dental, vision, and prescription drug coverage; access to a Health Coach from GE Aerospace; and the Employee Assistance Program, which provides 24/7 confidential assessment, counseling and referral services. Retirement benefits include the GE Aerospace Retirement Savings Plan, a 401(k) savings plan with company matching contributions and company retirement contributions, as well as access to Fidelity resources and planning consultants. Other benefits include tuition assistance, adoption assistance, paid parental leave, disability insurance, life insurance, and paid time-off for vacation or illness. GE Aerospace (General Electric Company or the Company) and its affiliates each sponsor certain employee benefit plans or programs (i.e., is a &ldquo;Sponsor&rdquo;). Each Sponsor reserves the right to terminate, amend, suspend, replace or modify its benefit plans and programs at any time and for any reason, in its sole discretion. No individual has a vested right to any benefit under a Sponsor&rsquo;s welfare benefit plan or program. This document does not create a contract of employment with any individual.</li></ul><p></p><div><div><div><div><div><div><div><p>
GE Aerospace offers a great work environment, professional development, challenging careers, and competitive compensation. GE Aerospace is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.</p></div></div></div></div></div></div></div><p></p><div><div><div><div><div><div><div><p>
GE Aerospace will only employ those who are legally authorized to work in the United States for this opening. Any offer of employment is conditioned upon the successful completion of a drug screen (as applicable).
</p></div></div></div></div></div></div></div><p></p><div><div><div><div><div><div><div><p><b>Relocation Assistance Provided: </b>Yes</p></div></div></div></div></div></div></div><p></p>
#LI-Remote - This is a remote position</div>

AI Workforce Strategy & Transformation Leader

PSEG

<div></div><div><p><b>Date: </b>May 4, 2026</p>
<p><b>Location:</b> Newark, NJ, US, 07101
</p><p><b>Company: </b>PSEG</p>
<div><p><b>Requisition:</b> 83680
<br>
<br>
<b>PSEG Company:</b> Public Service Electric &amp; Gas Co.
<br>
<br>
<b>Salary Range:</b> $ 133,000 - $ 218,300
<br>
<br>
<b>Work Location Category:</b> Hybrid Fixed
<br>
<br>
We&rsquo;re one of the country&rsquo;s largest energy companies, with a vision of powering a future where people use energy more efficiently and it&rsquo;s safer and delivered more reliably than ever. We&rsquo;re also deeply connected to the communities we serve, with more than 13,000 employees working together to support our customers and make a difference every day.
<br>
Here, you&rsquo;ll have the stability and exciting opportunities that come with being a Fortune 500 company &mdash; along with a supportive, friendly work environment where your contributions are valued.</p><br>
<p></p><p>We know life isn&rsquo;t one-size-fits-all, and neither is work. That&rsquo;s why we offer flexible work options depending on the role.
<br>
In support of this model, roles have been categorized into one of three work location categories:
<br>
1. Onsite &ndash; roles where employees are expected to be onsite daily.
<br>
2. Hybrid fixed &ndash; roles that are a mix of remote work and onsite work fixed days each week
<br>
3. Hybrid flexible &ndash; roles that are a mix of remote work and onsite work, but the onsite requirements have greater flexibility. (i.e. 5-8 days a month vs. set days each week).</p><br>
<p></p><p>As an employee, if you are regularly scheduled to work 20 or more hours per week, you will have access to a wide range of comprehensive benefits from day one, designed to support your total well-being: medical, dental, vision, parental leave and family leave programs, behavioral health programs, 401(k) with company match, life insurance, tuition reimbursement, and generous paid time off.</p>
<p>More than 13,000 people already call PSEG their work home, taking pride in providing safe, reliable service to millions of customers. If you&rsquo;re looking for a place where you can build a meaningful career and help power and support our communities, we&rsquo;d love to welcome you to the team.</p><br>
<p></p><p>PSEG is not offering visa sponsorship for this position.</p><br>
<p></p><div><div><div><h2 class="jobSectionHeader"><b>Job Summary</b></h2>
</div><div><p>At this time, only current PSEG employees are being considered.</p><br>
<p></p><p>It is essential that the Workforce Planning Manager for our customer contact center be able to manage customer satisfaction and service levels while working to reduce business costs and boost the efficiency of our employees. One of the main functions of this position is forecasting our staffing needs, so you will need to consider the contact volume, headcount requirements and time-off requests. The ideal candidate is someone who can encourage a high standard of care to our customers, provide positive support and encouragement to our employees and understand our financial needs. This will often require real-time monitoring and oversight of employees.</p>
</div></div><div><div><h2 class="jobSectionHeader"><b>Job Responsibilities</b></h2>
</div><div><ul><li>Manage, delegate, coach and provide guidance for the workforce management team; train WFM team members and other stakeholders on the use of workforce planning tools, reports and systems</li>
<li>Oversee and manage the collection, analysis and reporting on performance statistics to drive operational efficiencies, proactive responsiveness and forecasting</li>
<li>Partner with IT and other departments to insure new processes and technologies are implemented and achieve expected outcomes. Forecast long and short-term call volume based on company drivers adjusting for secular and seasonal trends. Participate in the development of optimal queue design and skill-based routing</li>
<li>Oversee staff shift communications relating to WFM; escalate interruptions or impacts to service level delivery as needed. Develop, implement and manage workforce management processes; ensure utilization to properly fit organization needs</li>
<li>Produce staffing models for volume forecasts by queue or program; use this information to provide overall company budget and staffing strategies. Determine staffing requirements by week; analyze and trend call arrival patterns to adjust staffing needs across departments. Provide all appropriate reporting on workforce management &ndash; staffing, queues, efficiency, performance and productivity measures</li>
<li>Monitor all call and work order queues. Manage &ldquo;off phone&rdquo; time including planned and unplanned time off, meetings, trainings, etc; report on onsite and offsite shrink</li>
<li>Schedule across multiple staff groups (Customer Service, Collections, and New Construction) and different work types &ndash; calls, work orders, chats and emails</li>
<li>Develop, implement and manage a shift bid and shift trading process. Inform management of operational, budgetary or resource issues in a timely fashion; escalate issues as necessary</li>
<li>Partner with internal stakeholders to optimize and update IVRs and call routing strategies; liaise with the technology teams to meet business requirements. Partner with operations to develop appropriate staff KPI metrics and balanced scorecards</li>
<li>Coordinate with talent acquisition and training departments for all staffing needs. Contribute to project improvements across the customer service organization operations team. Ensure confidentiality of internal and external data. Perform ad hoc projects and other duties as assigned</li>
</ul></div></div><div><div><h2 class="jobSectionHeader"><b>Job Specific Qualifications</b></h2>
</div><div><ul><li>Bachelor&rsquo;s degree in Accounting, Finance, Business or a related major and a minimum of 8 years of workforce planning experience within a Call Center.</li>
<li>Minimum of 4 years&rsquo; managerial experience</li>
<li>Demonstrated understanding of appropriate regulations</li>
<li>Experience using NICE IEX software or similar contact center programs/softwares</li>
<li>Strong, demonstrated leadership and communication skills</li>
<li>Strong analytical and financial skills</li>
<li>Ability to develop organizational talent and manage performance</li>
<li><div>Department of Energy&rsquo;s regulation 10 CFR 810 is required.</div><br>
</li></ul><p></p><p><b>Desired</b></p>
<ul><li>Knowledge of union rules/contracts and ability to effectively interact with union leadership</li><br>
</ul></div></div></div><p></p><p>Some positions at PSEG require access to information covered by the Department of Energy&rsquo;s regulation 10 CFR 810 (Part 810). If applicable, the successful applicant must prove they are: (1) a citizen or national of the USA; OR (2) a lawful permanent resident of the United States (Non-Conditional Permanent I-551 / Green Card / Permanent Resident Card holder); OR (3) a citizen, national, or permanent resident of a &ldquo;Generally Authorized&rdquo; destination on the attached list not also a citizen, national, permanent resident of any country not listed; OR (4) a &ldquo;Protected Individual&rdquo; under the Immigration and Naturalization Act (8 U.S.C 1324b(a)(3)).</p><br>
<p></p><p>As an employee of PSEG, you should be aware that during emergency restoration efforts, you may be required to perform functions outside of your routine duties and on a schedule that may be different from normal operations.
<br>
For all roles, PSEG&rsquo;s drug and alcohol testing program includes pre-employment testing, testing for cause, and post-incident/accident testing.
<br>
Employees who are hired or transfer into a federally regulated role (including positions covered by USDOT, PHMSA, or NRC regulations) are subject to random drug and alcohol testing, inclusive of marijuana. Although numerous states throughout the country have legalized marijuana/cannabis products recreationally and medically, the use of these products are prohibited for employees in federally regulated roles. Please note that the use of CBD products may result in a positive drug test for THC/Marijuana and such use is not a legitimate medical explanation for a positive result.</p>
<p>If you are a current PSEG Long Island (PSEGLI) employee and offered an opportunity with PSEG or any of its subsidiaries other than PSEGLI, you will be treated as a new hire. Please note that as a new hire to PSEG, your benefits will change and generally will be consistent with other similarly situated PSEG new hires. Similarly, for PSEG employees who accept job opportunities with PSEGLI, your benefits will change and generally be consistent with other similarly situated new hires of PSEGLI.</p><br>
<p></p><p>PSEG is an equal opportunity employer, dedicated to a policy of non-discrimination in employment, including the hiring process, based on any legally protected characteristic. Legally protected characteristics include race, color, religion, national origin, sex, age, marital status, sexual orientation, disability or veteran status or any other characteristic protected by federal, state, or local law in locations where PSEG employs individuals.
<br>
PSEG is committed to providing reasonable accommodations to individuals with disabilities. If you have a disability and need assistance applying for a position, please call 973-430-3845 or email accommodations@pseg.com.
<br>
If you need to request a reasonable accommodation to perform the essential functions of the job, email accommodations@pseg.com. Any information provided regarding a disability will be kept strictly confidential and will not be shared with anyone involved in making a hiring decision.
<br>
ADDITIONAL EEO INFORMATION (Click link below)
<br>
Know your Rights: Workplace Discrimination is Illegal</p><br>
<p><br>
<b>Nearest Major Market: </b>Newark
<br>
<b>Nearest Secondary Market: </b>New York City
<br>
<b>Job Segment: </b>Testing, Call Center Manager, Call Center Supervisor, HR, Recruiting, Technology, Customer Service, Human Resources</p></div></div><div></div>

Senior Manager Workforce Planning

Directive

<div><p>Directive Consulting is the leading B2B performance marketing agency that delivers real revenue&mdash;not just leads.</p><p></p><p>
We use Customer Generation (a marketing methodology developed by us) to cut through the noise. Forget MQLs&mdash;we&rsquo;re here to drive pipeline, fuel SQLs, and scale brands that are serious about growth. From Paid Media and SEO to CRO, RevOps, and Go-To-Market Strategy, we build marketing engines that win in SaaS and across B2B industries.</p><p></p><p>
We move fast. We think boldly. We are elite. We hire people who challenge the status quo and push campaigns past what&rsquo;s expected - sparking demand for bold, innovative brands. If you live for performance, love solving hard problems, and want your work to actually <i>mean something</i>, you&rsquo;ll fit right in.</p><p>
But here&rsquo;s the fun part&mdash;we don&rsquo;t just deliver results; we&rsquo;re shaping the future of marketing. Ready to build something that breaks the mold?</p><p><b><br>
About The Role:</b></p><p>
The Associate Director of Resourcing is a newly created, high-visibility role sitting at the intersection of sales, operations, people operations, and finance. This person will serve as Directive's central source of truth for resource data, capacity visibility, and staffing recommendations &mdash; providing P&amp;L owners, department heads, and the leadership team with the analysis and options they need to make confident, well-timed decisions.</p><p>
The ideal candidate will take full ownership of the data, the model, the forward-looking view, and the credibility to make recommendations that leadership can trust and act on.</p><p>
We are looking for a practitioner who has done this work before in a billable-hours, scope-based environment and who understands that influence without authority is a skill &mdash; one that requires both analytical rigor and strong stakeholder relationships.</p><p><b><br>
Roles and Responsibilities:</b></p><p><b>
New Business Estimation &amp; Scoping</b></p><ul><li><p>
Monthly responsibility to update pricing estimator to account for latest salary inputs, markups and Fx rates</p></li><li><p>
Partner with Sales to estimate resource requirements for new business opportunities, upsells, and cross-sells</p></li><li><p>
Translate scope of work documents and sales proposals into staffing models, hour allocations, and team configurations</p></li><li><p>
Flag capacity conflicts or risks to the appropriate decision-makers before they become delivery problems</p></li></ul><p><b>
Resource Recommendations &amp; Identification</b></p><ul><li><p>
Maintain a real-time view of team capacity by role, division, and skill set across all three divisions</p></li><li><p>
Develop staffing recommendations for new and expanding engagements, presenting options and tradeoffs to team leads and department heads for final assignment decisions</p></li><li><p>
Identify coverage gaps and surface conflicts between incoming demand and available supply with enough lead time for leadership to act</p></li></ul><p><b>
Transition Support &amp; Workload Continuity</b></p><ul><li><p>
Model and present resource reallocation options for incoming clients, giving leadership a clear picture of staffing implications before new accounts go live</p></li><li><p>
Develop offboarding resource plans for departing clients, identifying how freed capacity can be redistributed and presenting recommendations to the appropriate team leads</p></li></ul><p><b>
Headcount Planning &amp; Recommendations</b></p><ul><li><p>
Build data-backed hiring recommendations &mdash; including timing, role type, and projected utilization impact &mdash; for review and approval by department heads and Finance</p></li><li><p>
Participate in headcount planning cycles as the resourcing data owner, providing the analytical foundation for final decisions made by leadership</p></li></ul><p><b>
Capacity Forecasting &amp; Planning</b></p><ul><li><p>
Own the capacity planning model, updated on a rolling basis, incorporating inputs from:</p><ul><li><p>
Active sales pipeline (stage-weighted)</p></li><li><p>
Harvest hours data (actuals vs. budgeted by client and role)</p></li><li><p>
Client goal achievement and retention signals</p></li><li><p>
Gross margin target vs. actual by engagement and division</p></li><li><p>
Client retention goals and renewal probability</p></li></ul></li><li><p>
Develop and maintain KPIs that connect resource recommendations to financial and retention outcomes</p></li><li><p>
Present capacity and utilization insights &mdash; along with clear options and a point of view &mdash; to Finance and division leadership on a regular cadence</p></li></ul><p></p><p><b>
Experience:</b></p><ul><li><p>
4&ndash;8+ years in a resource management, capacity planning, or workforce planning role</p></li><li><p><b>
Must have:</b> Agency or complex professional services background &mdash; you understand billable hours, utilization targets, scope-based delivery, and the dynamics of a client-facing services business</p></li><li><p>
Direct experience managing resource planning through client transitions and employee-level workforce changes</p></li><li><p>
Familiarity with tools such as Harvest, or comparable platforms, and the judgment to evaluate and recommend the right fit for a growing agency</p></li></ul><p><b>
Skills &amp; Competencies</b></p><ul><li><p>
Strong analytical and financial modeling skills &mdash; you're comfortable in spreadsheets and can build a capacity model from scratch</p></li><li><p>
Effective at presenting options and recommendations to senior stakeholders &mdash; you know how to frame a decision, not just report data</p></li><li><p>
Comfortable operating as an influential advisor rather than a final decision-maker; you understand that your value is in the quality of your recommendations, not your authority over outcomes</p></li><li><p>
Operates with discretion &mdash; this role has visibility into sensitive information, including employee performance, compensation changes, terminations, and leave</p></li><li><p>
Systems thinker who can see the full picture across sales, delivery, finance, and people</p></li><li><p>
Calm under pressure with the ability to model scenarios quickly when unplanned transitions require fast decision support</p></li></ul><p><b>
Nice to Have</b></p><ul><li><p>
Experience in B2B, SaaS, or performance marketing agency environments</p></li><li><p>
Familiarity with Salesforce or a comparable CRM for pipeline integration</p></li><li><p>
Exposure to gross margin modeling at the engagement level</p></li></ul><p></p><p><b>
What We Offer</b></p><p>
Compensation for this role includes a competitive base salary</p><p>
Medical, dental, vision plans, disability, and life insurance coverage for you and your family that fit your lifestyle</p><p>
Including a 100% employer-paid plan for you and a 50% employer contribution for your dependents</p><p>
Benefits to Support the Whole Person:</p><p>
Mental - Access to certified therapists through Spring Health, membership to Headspace</p><p>
Physical - Gympass</p><p>
Time Off - Unlimited PTO (2-week minimum), Paid Company Holidays, Your Birthday Off, End of Year Recharge (Closed December 24 - January 1), Paid Parental Leave</p><p>
Financial - Traditional and Roth 401(k) with a 3% company match</p><p>
Bonus - Annual bonus based on tenure, which scales in total amount over time</p><p>
Annual Anniversary Trip with peers and executive leadership for fun and entertainment!
</p><p></p><p><b>Work Environment Requirements</b></p><p>
As a remote-first company, you&rsquo;ll have the ability to work from anywhere in the US, with the option to enjoy our state-of-the-art offices in Irvine, California. For some positions, as posted, we will accommodate global opportunities where we have established businesses, including Canada, the UK, and Australia. For global locations, you must have established and current work authorization and permanently reside in that country.</p><p></p><p>
This role has the opportunity to operate 100% virtually from your home office. We primarily collaborate with our colleagues through virtual meetings (Zoom), and Slack. In this role, you will be required to operate a laptop computer (PC or Mac available), computer software platforms, and other office productivity tools as necessary. Due to the nature of this role, you must be able to remain stationary for extended periods, must be able to observe and interpret written and/or verbal communication, must have reliable internet access, and a professional background.</p><p></p><p>
To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions.</p><p></p><p>
If you require reasonable accommodations in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, direct your inquiries to careers@directiveconsulting.com.</p><p></p><p><b>
Additional Information</b></p><p>
At Directive, one of our core values is People First. We&rsquo;re committed to fostering a more diverse and inclusive culture in the digital landscape. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.</p><p>
#LI-DC1</p></div>

Associate Director of Resourcing (Remote US)

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