Workforce Planner

The Workforce Planner at LHH is a highly organized and analytical function. This role is critical in optimizing our daily operations by providing real-time performance monitoring, insightful analysis, and efficient scheduling support to ensure seamless and effective team workflows.

Reporting Relationships:

• Reports directly to the Director, Candidate Experience

Direct Reports:

• No direct reports

Location:

• Remote, United States

Travel:

• Not required

Languages:

• English

In this role you can expect to

Key Accountabilities

• Track and report inbound performance throughout business hours, identifying and addressing performance trends as they occur. Monitor outbound performance in real time, including uploading outbound call lists to maintain smooth campaign execution.
• Analyze inbound campaign performance to identify gaps and inconsistencies, providing actionable insights to the team. Evaluate email handling metrics to support and enhance response quality and efficiency.
• Build and distribute team schedules, ensuring optimal resource coverage. Proactively manage absences and callouts, filling any gaps to maintain service levels and operational continuity.
• Collaboration and Communication: Coordinate closely with team leads and department managers to align scheduling and performance goals, communicating findings and adjustments as needed.

Key Performance Metrics

• Thorough and effective analysis of customer service interaction volume.
• Creation and execution of well-balanced schedules.
• Active collaboration and delivery of responsibilities.

• Demonstrates LHH core values: Evolving with Purpose; Learn Every Day; Reach High; Own It; Win Together; Make It Fun.
• Demonstrates role competencies: Purposeful Collaboration; Customer Centricity; Evaluating Information & Embracing New Technologies; Driving Results; Effective Communication; Strategic Thinking; Embracing Change & Ambiguity; Developing Others; Curiosity and Learning.

All About You

• At least 1 year in a professional, virtual contact center as a scheduler, team leader or supervisor.
• Must possess a personal computer, a headset, and have access to reliable internet for effective virtual engagement and communication.
• Expertise in Microsoft Office, Zoom, Zendesk, Jira, Salesforce Service Cloud, ServiceNow, or similar platforms.
• Experience managing cloud-based contact center phone systems such as Five9 is required.
• Strong understanding of common contact center metrics and concepts.
• A self-starter able to work autonomously across all organizational levels, adaptable to changing processes and priorities, and skilled at bringing order to ambiguous situations.
• Ability to work in a collaborative environment, ability to build rapport and comfort with driving accountability in peers.
• Two shifts will be offered: Must be able to work 8:00am-2:00pm ET or 2:00pm-8:00pm ET, Monday-Friday, with exception to major US holidays.

What we offer

• Growth opportunities within a human resources global leader
• We prioritize learning to stay agile in an increasingly competitive business environment
• We foster an open-minded environment where people spark new ideas and explore alternatives
• Comprehensive benefits package including health, dental, 401k
• $20.00 per hour

Placement within this range is determined based on geographic location, experience, and other compensatory factors.

About LHH

The world of work is ever-changing and unpredictable. Organizations are constantly fighting a battle to find and maintain their competitive advantage: their talent. To succeed, they can’t just rely on what works today, working tomorrow. They need to be ready for next.

LHH exists to help individuals, teams, and organizations find and prepare for what’s next. With integrated, end-to-end solutions that include Advisory, Professional Recruitment, Career Transition, and Learning & Talent Development, we are uniquely positioned to work together to make a positive impact on the future of every person we work with at every key career moment.

LHH is at the forefront of change to build a bigger, bolder workforce. Every day is a new day to prepare for, and we’re here to make sure the future works for everyone.

A division of the Adecco Group – the world’s leading HR solutions provider – LHH’s 8,000 colleagues and coaches work with 15,000 organizations in over 60 countries around the world. We successfully help close to 500,000 candidates to enhance their careers every year. Our local expertise, global infrastructure, and industry-leading technology allow us to manage the complexity of critical workforce initiatives and the challenges of transformation. It’s why most of the Fortune Global 500 companies choose to work with us.

This is LHH.

Ready for Next.

www.lhh.com

LHH is an Equal Opportunity Employer/Veterans/Disabled.

For additional information on our Diversity and Inclusion policy, please consult the following link:  https://www.lhh.com/us/en/diversity-and-inclusion