Since 1994, Arise Virtual Solutions Inc. has created a disruptive technology platform that connects the world’s biggest brands with the largest network of gig-economy Service Partners in the BPO industry. Owned by Warburg Pincus, one of the world’s largest Private Equity Firms, Arise is the work-from-home pioneer and now the CX Transformation trailblazer. We are changing the way the world WORKS with every major brand that we support. Come be a part of the revolution as a regular-full-time employee of Arise Virtual Solutions!
Our Core Values:
- Relentlessly Pursue Excellence
- Empower People & Partners
- Make a Difference
- No Boundaries
- Embrace Possibilities
The Resource Planner will report to the Care Center Operations Senior Team Leader and will be responsible for workforce forecasting, scheduling, and real-time resource management for Care Center Consultants across three internal locations and one vendor partner.
This role will manage workforce requirements for 300+ employees, ensuring optimal staffing levels, service-level performance, employee needs, and budget objectives. Key responsibilities include forecasting call, email, and back-office volumes; developing and managing schedules; planning offline activities such as meetings, coaching, and training; and executing real-time workforce management strategies.
The Resource Planner will also provide staffing support during weather events and other operational disruptions outside regular business hours through a rotating weekly on-call schedule.
Key Responsibilities
Workforce Planning, Forecasting & Scheduling (50–70%)
- Manage the allocation and scheduling of 300+ Care Center employees and supporting resources to meet forecasted demand, service-level objectives, contractual requirements, and budget targets.
- Develop and modify employee schedules based on forecasted workload, staffing requirements, business priorities, and employee quality-of-life considerations.
- Forecast and reforecast staffing requirements across calls, email, back-office activities, and other workloads.
- Develop and manage vacation schedules while balancing employee needs with operational and service-level requirements.
- Coordinate with Training and Operations teams to develop training schedules that meet business and employee development needs without compromising service levels.
- Plan and schedule offline activities, including meetings, coaching, training, administrative work, and other non-production activities.
- Facilitate the transition of new-hire Consultants from training to production, including scheduling mentoring, nesting, and floor-walking support.
- Identify staffing gaps and proactively recommend scheduling or resource allocation adjustments.
Real-Time Workforce Management (20–30%)
- Monitor real-time performance, staffing levels, workload volumes, and resource utilization across Care Center operations.
- Evaluate actual versus forecasted workload and staffing requirements and make real-time adjustments to optimize resource utilization and service-level performance.
- Partner closely with Care Center Leadership to determine and implement appropriate intraday actions based on business conditions.
- Maximize utilization of dedicated and supplemental resources while maintaining operational, service-level, and budget objectives.
- Identify emerging staffing risks and communicate recommendations and corrective actions to Operations Leadership.
- Provide staffing support during significant operational disruptions, including weather events, through the established on-call rotation.
Workforce Management Reporting & Continuous Improvement (10–20%)
- Identify opportunities to improve workforce utilization, forecasting accuracy, scheduling effectiveness, and overall WFM processes.
- Develop, maintain, and distribute workforce management reports and performance dashboards as required.
- Monitor performance against budget and staffing plans and identify variances, trends, and potential root causes.
- Prepare monthly performance reports and workforce management system reports for Operations Leadership.
- Provide performance management and other ad hoc reports as required.
- Support the implementation and continuous improvement of workforce management standards, processes, and procedures.
- Recommend and implement process improvements that enhance operational efficiency and resource utilization.
Professional Development
- Develop and maintain a professional development plan in partnership with the Operations Senior Team Leader.
- Stay current on workforce management practices, tools, technologies, and industry trends.
- Build knowledge of the utility industry and apply relevant workforce management best practices to Care Center operations.
Minimum Qualifications
Education
- Bachelor’s degree required.
Experience & Skills
- 3–5 years of experience in workforce management, resource planning, scheduling, forecasting, or a related field.
- Experience supporting high-volume contact center or customer service operations preferred.
- Previous leadership or team-lead experience preferred.
- Advanced knowledge of workforce management principles, including forecasting, scheduling, intraday management, and resource allocation.
- Experience with workforce management software required; Aspect experience preferred.
- Strong analytical and problem-solving skills with the ability to interpret workforce data and make timely operational decisions.
- Strong communication and stakeholder management skills, with the ability to partner effectively with Operations, Training, and other cross-functional teams.
- Ability to work effectively in a fast-paced environment and respond quickly to changing business and staffing requirements.
- Ability to participate in a rotating weekly on-call schedule outside regular business hours.
Equal opportunity
Arise is an equal opportunity employer. We assess every applicant against the job-related criteria above, without regard to any characteristic protected by applicable law. Tell your recruiter if you need an accommodation at any point and we will arrange it. Please do not include a photograph, date of birth, or marital status in your application — we do not require them and do not consider them.
