Workforce Optimization Manager

Organizational Information

Since 2001, our Online & Blended Learning division has re-imagined K-12 education with full-time virtual schools for students who want a personalized, more flexible approach to learning. Our flagship products and services include Connections Academy, US-based online public charter schools; Pearson Online Academy, a global online private school; and Pearson Connexus, our comprehensive online school program for school districts nationwide.

Our company culture is built around our motto “Always Learning” and a set of core values that we live by being brave, imaginative, decent, accountable, curious, customer-centric, and collaborative. 

The following description is intended to describe the general nature of the job that may include other duties as assumed or assigned; it is not intended to be all-inclusive or limit the duties of the position.

Purpose of the position

The Workforce Optimization Manager is a strategic leader responsible for designing and executing workforce strategies across PVS-Enrolment Experience. This role oversees a team of Workforce Analysts and is accountable for forecasting, real-time workforce execution, scenario modelling, and WFM technology. The Workforce Optimization Manager blends deep analytical expertise, system optimization, and strategic insight to drive operational efficiency, cost management, and exceptional employee experiences. Our team supports client-facing teams with insights driven analysis, actionable narratives, & collateral. WFM collaborates with functions across Indeed to give Enrolment and Customer Engagement the knowledge, tools, and resources to succeed. 

Core tasks and responsibilities

• Design and Implement Workforce Strategies: Develop and own the enterprise workforce strategy, ensuring workforce plans align with strategic objectives, service level goals, and financial targets.
• Capacity Planning and Forecasting: Lead long-range capacity planning and advanced forecasting models for all service channels, incorporating business trends, employee behaviors, and organizational initiatives.
• Cross-Functional Collaboration: Serve as the cross-functional workforce planning lead, partnering with leaders in Finance, Employee Experience, and Member Experience to inform headcount strategy, hiring plans, and workforce policies.
• Scenario Modeling and Analysis: Oversee sophisticated scenario modeling and ad hoc analysis to evaluate the impact of staffing decisions, operational changes, and external variables on workforce performance and budget.
• Optimization of WFM Tools: Drive optimization and governance of workforce management tools (e.g., Calabrio, Workday), ensuring data integrity, reporting accuracy, and strategic system utilization.
• Workforce Transformation Initiatives: Lead and implement workforce transformation initiatives, including process redesign, automation, and change management strategies that increase agility and reduce costs.
• Team Leadership and Development: Coach and develop a high-performing team of Workforce Analysts, fostering a culture of continuous improvement, collaboration, and operational excellence.
• Reporting and Insights: Generate detailed reports on workforce performance, absenteeism rates, and impact on operations, using these insights to drive continuous improvement.
• Data Exploration and Analysis: Support in exploring data within one to two files to determine trends and relationships between variables.
• Qualitative Strategic Projects: Assist with qualitative strategic projects by conducting independent research and collaborating with internal stakeholders.
• Data Mining and Presentation: Leverage Excel to mine and analyze large datasets, draw valid inferences, and present findings to leaders across Enrollment Experience and Customer Engagement teams.
• Data Visualization: Organize and transform information into comprehensible structures using tools and techniques to visualize data in easy-to-understand formats, such as diagrams and graphs.
• Analytics Requirements: Determine how critical data and KPIs are addressed in new systems or feature development and build analytics requirements into core systems to ensure comprehensive metrics are supported.
• Operational Data Gathering: Gather operational data from various cross-functional stakeholders to examine past business performance.
• Pattern Identification and Insights: Identify data patterns and trends, providing insights to enhance business decision-making capability in business planning, process improvement, solution assessment, etc.
• Ad Hoc Reporting: Create basic to sophisticated ad hoc report requests, using insights from data exploration to prepare visualizations and PowerPoint reports for clients requesting the data.
• Documentation and Automation: Provide documentation and write business requirements to assist with the automation of reporting and data tools for quality, enrollment, and customer engagement teams.
• Report Processing: Process reports across multiple internal teams and communicate with stakeholders to understand data content and business requirements.
• Stakeholder Communication: Work with more senior staff to reach out to departments to clarify asks, debrief to explain data insights, and confirm reports.
• Periodic Audits: Contribute to periodic audits of data within business systems/platforms.
• Data Quality Assurance: Work with the Analytics organization to ensure data quality and accuracy.
• Scheduled Reporting: Download required data and create pre-defined reports as per the defined schedule, sending out reports to stakeholder groups and answering basic questions pertaining to the reports.
• Scenario Analysis: Perform multilayered “What If” scenarios to assess volume, staffing, performance, and cost impacts of changes in the business.

Qualifications

• Bachelor's degree or equivalent in Statistics, Mathematics, Economics, Finance, & Quantitative Psychology, or Workforce Management
• 7 + years related experience in productivity & efficiency analysis
• Industry experience preferred: Healthcare, Finance, Education, Retail, and/or Call Center
• Must have expert knowledge in MS Office suite – specifically within Excel with Macros and advance formulas  
• Experience working within CRMs, specifically SalesForce  
• Experience with contact center ecosystems, such as Nice InContact, Amazon Connect, & Five9
• Experience with Tableau/Power BI
• Experience with SQL, Python, or Java Script
• Experience with Quality Assurance Platforms/ CalabrioOne a plus 
• Experience with or willingness to learn qualitative analysis software (e.g., NVIVO, MXQDA, etc.)  
• Experience working with disparate data sets, data mining, data/text visualization tools, and creation of dashboards  
• Basic knowledge or interest about apps support procedures, concepts, and other technical areas.  
• Strong oral, written and interpersonal communication skills, must be capable of telling a story that is based on complex data/information to others. 
• Recommend solutions to improve performance based on analysis 
• Must have excellent organizational and time management skills 
• Ability and willingness to learn new technologies and methodologies. 
  
  Salary range for this role is between 85K -100k USD annually with additional component of bonus/AIP.