Top Strategic Planning Executive develops and recommends the organization's strategic and long-range goals based on analysis and studies of business conditions. Ensures the best use of the organization's resources for the establishment of key objectives and mission realization, considering organization's strengths, weaknesses, capacity, and products. Being a Top Strategic Planning Executive monitors and evaluates results of existing plans to ensure growth and profitability and makes adjustments as necessary. Keeps leadership abreast of changes in the industry or sector and impact of events on the business climate and incorporates relevant trend data into all plans. Additionally, Top Strategic Planning Executive requires a bachelor's degree. Typically reports to top management. The Top Strategic Planning Executive manages a business unit, division, or corporate function with major organizational impact. Establishes overall direction and strategic initiatives for the given major function or line of business. Has acquired the business acumen and leadership experience to become a top function or division head. (Copyright 2024 Salary.com)
About the Role
The Strategic Workforce Planning Manager lives in the Customer Operations Workforce Management team and is responsible for forecasting volumes in assigned customer queues, creating schedules based on those forecasts, plotting agents into those schedules, onboarding and off boarding of agents from tools such as Zendesk and Five9, managing access to CBH tools and systems, overseeing time off tracking and attendance adherence, and performing analysis whenever service level agreements are not being met. You are detail-oriented, comfortable with math and data, and exhibit initiative and curiosity.
Day-to-Day Responsibilities
Profile Must Haves
Your First Days
30 Days
You become an expert in navigating CBH's systems and tools, can comfortably generate reports in Metabase, Google Sheets, and Zendesk, and provide analysis on a recent SLA slippage. By the end of 30 days, you have produced a plan for managing PTO and developed a forecast that withstands scrutiny, with an accompanying agent schedule.
60 Days
You are onboarding and off boarding agents regularly and without error, providing reports on attendance adherence and PTO, and helping place new agents into the schedule. When response times start to slip, you notice quickly and immediately provide root cause analysis and a recommendation for action.
System Requirements
This is a fully remote position.
Clear All
0 Top Strategic Planning Executive jobs found in San Francisco, CA area