About the Role:
We are seeking a strategic and analytical Workforce Planning Manager to join our dynamic team. This role is instrumental in aligning our workforce with the company's business objectives. The ideal candidate will possess a strong understanding of workforce planning principles, forecasting, data analysis, and the ability to translate complex data into actionable insights.
This positions offers the flexibility of a hybrid work arrangement. You'll spend three days per week working remotely and two days per week in our Chesapeake, VA office.
Your Impact:
- Manage the Scheduling department to optimize service levels and occupancy.
- Develop and oversee budget and workforce plans for multiple departments to support business strategies and goals.
- Conduct workforce analysis, including forecasting labor demand, supply, and gaps.
- Leverage sales, marketing, and historical data to enhance forecast precision and predictability.
- Collaborate with HR and business leaders to identify talent needs and plan for call routing impacts.
- Generate comprehensive performance reports comparing forecasted to actual results.
- Analyze data and trends to identify potential workforce risks and opportunities.
- Stay up to date on industry trends and best practices in workforce planning and forecasting.
About You: The Skills & Expertise You Bring:
- Bachelor’s degree in Business Administration, Human Resources, or related field
- Minimum of 4-7 years of directly related experience in workforce planning and forecasting volume in a call center environment
- Strong analytical and problem-solving skills to interpret complex data
- Proficiency in workforce management and reporting tools (e.g., Excel, Verint, eWFM, Five9, AWS, or similar workforce planning software)
- Excellent communication and presentation skills
- Ability to build strong relationships with stakeholders at all levels
Company Overview:
Canon Information Technology Services, Inc. - The environment at Canon ITS is energetic and diverse. Our team is comprised of a wide variety of people in positions that help our employees grow and develop their careers.
Statement of Policy on Equal Employment Opportunity
Canon is committed to providing equal employment and advancement opportunities to all qualified persons without regard to race, sex, marital status, sexual orientation or affectional preference, color, religion, national origin, age, disability, or veteran status, unless a bona fide occupational qualification exists. Our commitment is to assure full opportunity for all employees in order that they may achieve their highest potential and to assure progressive employment practices that conform to the letter and spirit of federal, state, and local laws regarding equal employment opportunities. Canon’s policy is to:
Recruit, hire and promote for all job classifications without regard to race, color, religion, sex, age, sexual orientation, disability or national origin.
Base decisions on employment so as to further the principle of equal employment opportunity.
Ensure that promotion decisions are made in accordance with the principles of equal employment opportunity by imposing only valid requirements for promotional opportunities.
Ensure that all other personnel actions (such as compensation benefits, transfers, layoffs, company sponsored training, education, tuition assistance, social and recreation programs) will be administered without regard to race, color, religion, sex, age, sexual orientation, disability or national origin.
Workplace Accommodation Request - HR Accessibility - Reasonable Accommodation
Canon I.T.S. is committed to the employment and advancement of qualified disabled veterans and other individuals with disabilities. If you feel you require a reasonable accommodation to apply for a position with Canon I.T.S., please call our Toll-free TDD Support Line for the Hearing Impaired Monday - Saturday (excluding holidays) at 1-866-251-3752, Eastern time from within the US. For all other reasonable accommodation requests, please call 757-579-7127. You will be asked to provide information on the open position you are applying for online and the details on the reasonable accommodation you are requesting.
Pay Transparency Policy Statement
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.
Canon ITS is a tobacco-free work environment.
Notice to Recruiting Firms/Agencies
Canon ITS typically recruits candidates directly, rather than through a third party recruiting firm or agency. Canon ITS will pay a recruiting fee only when a candidate is submitted for consideration to our company through our applicant tracking system, by direct invitation of Canon ITS, and if Canon ITS has a contract with the recruiter.
Canon is proud to be an equal opportunity employer. Minority/Female/Individuals with Disabilities/Protected Veterans. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status. To read more about employment discrimination protections under federal law, click here
#CITS
