Job Description
Job Description
Workforce Planning Manager | Workforce Management | Duluth, GA
Ready to drive workforce strategy through data, forecasting, and operational planning? As the Workforce Planning Manager, you will serve as the subject matter expert for Calabrio while leading workforce forecasting, capacity planning, resource optimization, and workforce analytics initiatives. This role partners closely with operational leadership to ensure staffing levels align with business demand, service expectations, and future growth objectives.
The ideal candidate brings strong workforce management experience, exceptional analytical skills, and expertise in forecasting, scheduling, and workforce planning systems. This position offers the opportunity to influence strategic staffing decisions while improving operational efficiency across a dynamic and growing organization.
Job Type: Direct Hire
Location: Duluth, GA
Schedule: Monday-Friday, Business Hours
Pay: $80,000 annually
What You'll Be Doing
• Serve as the primary subject matter expert and administrator for the Calabrio Workforce Management platform.
• Manage system configurations including shift templates, holiday calendars, staffing profiles, and workforce planning processes.
• Identify opportunities to improve system performance, reporting accuracy, and workforce planning efficiencies.
• Provide ongoing support and guidance to operational leaders and internal stakeholders regarding workforce planning tools and processes.
• Develop and maintain short-term (0-12 weeks) and mid-term (3-6 months) staffing forecasts based on business demand, recruitment activity, attrition trends, and seasonality.
• Analyze call volume, workload, and operational data to create accurate staffing models and workforce plans.
• Provide staffing recommendations and workforce insights to operational leadership, supporting service level goals and business objectives.
• Lead workforce planning and system-related projects, ensuring successful implementation and measurable results.
• Develop and maintain dashboards, reports, and workforce analytics tools that improve visibility and decision-making.
• Support training and knowledge-sharing initiatives to enhance workforce planning capabilities across the organization.
• Build strong partnerships with operational leaders and key stakeholders throughout the business.
What We're Looking For
• Bachelor's degree in Business, Operations, Analytics, Human Resources, or a related field preferred.
• 3+ years of workforce planning, workforce management, resource planning, or forecasting experience.
• Experience administering Workforce Management (WFM) platforms, preferably Calabrio.
• Strong forecasting, capacity planning, and workforce analytics experience.
• Advanced Microsoft Excel skills, including data analysis, reporting, and forecasting functions.
• Experience working with dashboards, reporting tools, and workforce metrics.
• Strong analytical and problem-solving abilities with the capability to translate complex data into actionable recommendations.
• Excellent verbal and written communication skills.
• Proven ability to build relationships and influence stakeholders across multiple departments.
• Strong organizational skills with the ability to manage multiple projects and priorities simultaneously.
• Experience in contact center, customer support, or service operations environments is highly preferred.
TRC Talent Solutions is proud to be an Equal Opportunity Employer (EOE). All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.