Operations Resource Strategist

Job Summary

A company is looking for an Operations Resource Strategist (Workforce Manager).

Key Responsibilities

• Analyze operational data to forecast demand and optimize staffing resources for the Member Services Bureau
• Develop staffing models, scheduling scenarios, and contingency plans for various service interactions
• Lead operational analytics initiatives and support customer experience improvements and process enhancements

Required Qualifications

• 3 to 5 years of experience in capacity planning, workforce planning, or service operations analytics
• Strong proficiency in Microsoft Excel or similar tools for data analysis and reporting
• Experience in developing staffing plans or scheduling scenarios aligned with service goals
• Knowledge of service performance metrics such as service levels and productivity
• Experience working with operational systems like call center platforms and scheduling tools