Workforce Management Senior Planner

Department: Commercial – Guest Services

Reports to: Senior Manager, Guest Services Workforce Planning

Location:  North Vancouver, BC

Your Opportunity at ARC’TERYX:

As the Guest Services Workforce Management Senior Planner, you will be responsible for the creation and maintenance of Guest Services short-, medium- and long-term forecasts for contact volumes, workloads, and associated headcount planning. You will work with our cross functional partners in creating and managing our annual staffing and OPEX budgets and monitoring our progress throughout the year.  You will support the ongoing evolution of our staffing model cross-functionally and within our extended Guest Services teams. You will respond to changing budget availability to best match our resources to the workloads required. 

This role is based out of our North Vancouver office and is open to a hybrid work schedule. Candidates must be eligible to work in Canada.

Meet Your Future Team:

The Arc’teryx Guest Services Workforce Planning Team is professional, knowledgeable and detail-orientated team that provides support for our various Guest Services teams.  We ensure our teams are fully prepared and supported, so we all inspire guest loyalty and support the growth of our brand in our epicenter cities and around the world.

If you were in the Workforce Management Senior Planner role now, here are some of the core activities you would be doing:

·       Managing the Guest Services Workforce budgeting including management of our OPEX budget in addition to our Peak Period Seasonal scalability

·       Forecasting our contact volumes and associated staffing requirements, working with cross-functional departments for inputs that impact to our volumes, and business partners for applicable funding

·       Creating business cases to support headcount requests, and project requests, in partnership with the Senior Manager, Workforce Planning

·       Supporting with time management of the Guest Services department as an output of forecasting

·       Collecting information from cross-functional stakeholders which impact Guest Services workload, for example forecasted orders, forecasted contacts, and translating that into headcount and people requirements

·       Supporting with the implementation and refinement of workforce management software forecasting modules

·       Producing a workload forecast and converting that to headcount requirements for the year

·       Supporting day-to-day operations of the Workforce Management department as required

Here are some things you could be working on in the future:

·       Supporting the ReBird department with workforce planning strategy and analysis, in partnership with the VP, Rebird, and ReBird Analyst

·       Partnering with our global service teams to ensure relevant workload impacting information is shared and supporting them in validation of their long-term forecasting needs

·       Supporting the global budgeting processing with internal and external partners

·       Supporting in the management and evolution of our Workforce planning team

Are you our next Workforce Management Senior Planner?

·       You have 5+ years experience with workforce planning ideally in a call center environment

·       You have experience forecasting people requirements and translating that into financial requirements and budgets

·       You have experience with Calabrio and/or other Workforce Management Platforms

·       You have exceptional attention to detail

·       You have advanced analytical skills with a strong aptitude for MS Excel and data analysis tools

·       You have experience in a high growth environment

·       You have experience with long term forecasting, budget management, business cases and staff onboarding planning

·       You have experience developing and scaling strategy

·       You are proactive in identifying the root cause of issues and developing solutions

·       You remain highly flexible and adaptable when faced with ambiguity

·       You effectively balance autonomy and collaboration

·       You inspire breakthrough thinking and continuous improvement

·       You seek the best (sometimes not the easiest) solutions, with an unwavering commitment to leaving it better

·       Your passion for your work is paralleled by your passion for getting outside and living it

Equal Opportunity

Arc’teryx is committed to actively creating and fostering a culture of inclusivity where voices are heard, people are seen, and values are respected. We care about the uniqueness of our applicants, employees, and guests, and we do so in a safe space fueled by curiosity and acceptance.

Creating an inclusive workplace is connected to our core values, while also having the added benefit of helping make our business better. We believe inclusion helps us to create a healthier, happier workplace, drive creativity and innovation, and reflect the communities where we operate.  ​

All applicants, employees, and guests can expect equality of opportunity and fair treatment in alignment with our values.

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