Workforce Planning Manager

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Job ID:
20170104-20
Job Category:
Customer Service/Client Service
Relevant Work Experience:
Analyst/Strategy-2-5 yrs, Staffing-2-5 yrs, Staffing-6+ yrs, Analyst/Strategy-6+ yrs
Current Licenses / Certifications:
None
Position Located In:
AZ - Phoenix, CO - Lone Tree, IN - Indianapolis, TX - Westlake
Education:
BA/BS
Job Type:
Full Time

We believe that, when done right, investing liberates people to create their own destiny. We are driven by our purpose to champion every client’s goals with passion and integrity. We respect and appreciate the diversity of our employees, our clients, and the communities we serve. We challenge conventions strategically to create value for our clients, our firm and the world. We live and bring to life the concept of ‘own your tomorrow’ every day. We champion our employee strengths, guide their development, and invest in their long-term success. We hire optimistic, results-oriented, curious, innovative, and adaptable people with the desire to help our clients and one another succeed.

As a company, we were established by Chuck over 40 years ago to champion Main Street over Wall Street, and to help Americans transform themselves from earners to owners. Through advocacy and innovation, we work to make investing more affordable, accessible and understandable for all. As we enter our fifth decade, we are looking for talented, innovative and driven people who believe they can help themselves, and our clients, create a better future.

 

Our Opportunity:

The Workforce Planning Team is part of our Interaction Strategy & Support Organization (IS&S).  Members of this team are responsible for developing strategies and agreed upon actions to assist with both long and short term staff management that leverage our bias towards action when both excess capacity and/or shortfalls are present.  This team manages all the multiple facets of the employee lifecycle from system set up and onboarding maintenance, skill development training plans, call delivery, and reporting and analysis to drive business results.  They manage and optimize off phone activities through real-time and near term actions, with a relentless drive to balance goal attainment in our client service levels with the growth and development needs of our client facing representatives.  Workforce Planning plays the role of decision support, bridging the gap between call center dynamics and numeric forecasts to practical realities of running the business; recognizing gaps and opportunities, framing the situation in clear language and providing viable options with related implications in a timely and compelling manner.  Once a decision is made, Workforce Planning is charged with leveraging partnerships across multiple areas to implement according to plan and escalate or course correct any deviations from plan.  This team will regularly interact as the primary point of contact for IS&S as it relates to staffing decisions for business leaders at various levels of management with and outside of the IS&S organization.

 

What you’ll do:

The Workforce Planning Team consists of long range strategic planning, medium term staffing needs, and real time day of staffing.  Our team monitors both our telephony network and phone team staff levels real-time.  Understanding staffing plans, scheduling and call routing concepts and how they impact staffing realities, in addition to being able to clearly communicate deviations from our plans is a key component for this role. The Workforce Planning Manager is responsible for leading in a virtual environment across our locations and will have analysts performing various functions across the Workforce Planning team lifecycle.   

Responsibilities include:

  • Leading the team in partnership with leadership to maintain the ongoing day to day and near term deviations from staffing plans for over 2500 Schwab customer facing representatives. 
  • A strategic understanding of Workforce Management concepts, call routing and workforce management tools, interdependencies and the ability to communicate and develop this understanding successful with multiple learning styles is a must. 
  • The day to day work includes coaching and developing the team and business partners through establishing, maintaining and influencing relationships with our internal clients as well as being an organizational leader for the broader IS&S Team. 
  • This person will need to be flexible and able to prioritize work effectively to meet specific deadlines and manage interruptions without risking the overall success and development of the team. 

 

What you have:

  • 3+ years of leadership experience.
  • Committed to creating a culture that nurtures loyalty, identifies innovative solutions and drives improvement.
  • Collaborative team player with proven ability to establish and maintain effective relationships.
  • Results and quality oriented with the ability to gather information interpret and evaluate it.
  • Demonstrated ability to work effectively on a fast paced and dynamic team with ability to quickly organize and manage multiple priorities and personality styles.
  • Excellent interpersonal skills, including expert presentation and communication skills – both written and oral.
  • Strong process management, analytic and problem solving skills.
  • Attention to detail is extremely important in this position.
  • Advanced proficiency with Microsoft Office products – Word, Excel and PowerPoint.
  • Bachelor’s degree or equivalent business experience preferred.
  • 2+ years of experience in the securities or financial industry preferred.
  • Demonstrated ability to influence, build consensus and engage others to reach desired future state of the business to accelerate a team and business partners through change.
  • Knowledge of Genesys (CME) and Workforce Management software is preferred.
  • Working knowledge of Schwab departments, products and services is a plus.
  • Flexible schedule:  The team supports a 24 hour a day, 7 days a week call center; therefore, we require someone who can be flexible with their hours and can share on-call support responsibilities.

 

What you’ll get:

  • Everyday Wellness: Healthy Rewards, Onsite Fitness Classes, Healthy Choices, Wellness Champions
  • Financial Fitness: 401k Match, Employee Discounts, Personalized advice, Brokerage discounts
  • Work/Life Balance: Sabbatical, New Mothers returning to work Program, Tuition Reimbursement Programs, Time off to volunteer
  • Inclusion: Employee Resource Groups, Commitment to diversity, Strategic partnerships
  • Not just a job, but a career, with an opportunity to do the best work of your life


Learn more about Life@Schwab.

Charles Schwab & Co., Inc. is an equal opportunity and affirmative action employer committed to diversifying its workforce. It is Schwab's policy to provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), gender identity or expression, national origin, ancestry, age, disability, legally protected medical condition, genetic information, marital status, sexual orientation, protected veteran status, military status, citizenship status or any other status that is protected by law.


Position Located In:AZ - Phoenix, CO - Lone Tree, IN - Indianapolis
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Brokerage Products: Not FDIC Insured • No Bank Guarantee • May Lose Value

Charles Schwab & Co., Inc. is an equal opportunity and affirmative action employer committed to diversifying its workforce. It is Schwab's policy to provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), gender identity or expression, national origin, ancestry, age, disability, legally protected medical condition, genetic information, marital status, sexual orientation, protected veteran status, military status, citizenship status or any other status that is protected by law. Schwab also does not discriminate against applicants or employees because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.

At Schwab, we believe that every employee, through their diverse abilities and experiences, can contribute to our growth, innovation and client loyalty. We embrace diversity and are committed to providing equal opportunity to all employees and applicants. If you have a disability, and require reasonable accommodations in the application process, call Human Resources at 800-725-3535. We will be happy to assist you. Schwab will only share your accommodation request with those individuals who have a specific need to know. The request for an accommodation will not affect Schwab’s hiring decisions. All other submissions should be performed online.

The Charles Schwab Corporation provides a full range of securities, brokerage, banking, money management, and financial advisory services through its operating subsidiaries. Its broker-dealer subsidiary, Charles Schwab & Co., Inc. (“Schwab”), Member SIPC , offers investment services and products, including Schwab brokerage accounts. Its banking subsidiary, Charles Schwab Bank (member FDIC and an Equal Housing Lender), provides deposit and lending services and products.