Workforce Strategic Planning Supervisor
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Job SummaryThe Strategic Planning Supervisor, uses data-driven analysis to design, implement, execute, and evolve capacity planning forecast models to meet strategic business goals and efficiencies across the business. These models support the Care, Collections, and Fraud lines of business and focus on optimization efforts related to Contractual client goals, expense management, and internal company imperatives while also adhering to governance standards. The Strategic Planning team is responsible for partnering with business leaders to help drive, inform, and influence profitable decisions regarding volume payroll expense management. They build and maintain successful partnerships with senior leadership and manage volume payroll planning and expense management activities, including what-if and trend analysis, forecasting, requirements gathering, cost/benefit analysis, process analysis, and leading improvement projects. They effectively communicate and present analysis, making recommendations to all levels of management and taking efficient action to execute decisions. This role will lead a strategic planning analyst team, providing training, development, oversight, and coaching to grow team knowledge and meet business demands.
Essential Job Functions:
Forecast and Demand Planning:- Serve as a subject matter expert while developing and evolving staffing models to forecast business needs, balancing volume payroll expense management with client contractual service level, net credit loss, and fraud loss goals. Produce high-quality work within tight timeframes and be comfortable in a fast-paced, dynamic environment. Define model requirements while applying analytical rigor to data and preparing and conducting discussion around the meaningful analysis. Build the model, prepare all documentation necessary to establish new and revised forecast models, and adhere to model governance guidelines. Apply strong technical skills to obtain data and keen analytical skills to recognize trends with high insight and accuracy. Lead interactive discussions with senior leadership to gain consensus on staffing plans, budget preparation, and expense management strategies. Advise senior leadership on risks and opportunities associated with the execution of planned strategies, recommending and implementing risk mitigation strategies as needed. Provide downstream partners with guidance and forecast results impacting payroll expense.
Collaboration and relationship management: Develop and maintain influential relationships with senior leadership, strategy teams, and other functional areas that influence model development and execution. Prepare and present analysis and recommendations to business partners with a solutions-based approach, providing independent, credible challenges when necessary. Meet regularly with business partners to ensure flawless execution of near-term hiring plan and provide insight into longer-term initiatives which impact the staffing forecast. Lead and support medium to large-scale initiatives aligned with expense mitigation strategies. Evaluate the effectiveness of agent skilling, organizational strategies, and real-time response to managing planned and unplanned events in an effort to ensure effective utilization of resources to achieve business objectives. Drive process improvement projects or re-engineering by documenting and analyzing forecasting methodologies and processes, collaborating with business partners, strategy leaders, and other teams to identify gaps, plan remediation, and define priorities and value.
Team leadership: Lead a team of Strategic Planning Analysts providing coaching, performance conversations, reviewing and approving work products, etc. Mentor team to aid in building capacity planning expertise. Coach in soft skills such as consulting, influencing, presentation, relationship building, etc.
Reports To: Manager or Senior Manager, Strategic Staffing
Direct Reports: 1+ Strategic Staffing Analysts or Senior Analysts
Working Conditions/ Physical Requirements:
- Normal office environment.
- Some travel may be required.
- This position is hybrid with an onsite schedule of 3-4 days per month. In-office requirements are subject to change based on business needs. This position is currently available to candidates that reside within 60 miles of Columbus, OH; Chadds Ford, PA; Plano, TX; Draper, UT; Wilmington, DE; New York, NY; or Chicago, IL.
- Associate’s degree in mathematics, statistics, finance, accounting, economics, analytics or similar field; or equivalent relevant work experience
- 3 years or more of experience in a demand planning environment
- Bachelor’s degree in mathematics, statistics, finance, accounting, economics, analytics or similar field
- Experience in analytics, preferably workforce management analytics.
Prior experience leading people in a professional setting
- Exposure to capacity planning in a contact center and to a technically advanced operational environment
This job description is illustrative of the types of duties typically performed by this job. It is not intended to be an exhaustive listing of each and every essential function of the job. Because job content may change from time to time, the Company reserves the right to add and/or delete essential functions from this job at any time.
Typical Starting Range:$77,900.00 - $141,200.00
Full Salary Range for position:California: $89,600.00 - $176,600.00Colorado: $77,900.00 - $148,300.00New York: $85,700.00 - $176,600.00Washington: $81,800.00 - $162,400.00
The actual base pay within this range may be dependent upon many factors, which may include, but are not limited to, work location, education, experience, and skills.
Bread Financial offers medical, prescription drug, dental, vision, and other voluntary benefits (including basic and optional life insurance, supplemental medical plans, and short and long-term disability) to eligible associates (regular full-time associates scheduled to work 30 hours per week or more) and their spouses/domestic partners, and child(ren) under the age of 26. New associate elected coverage begins on date of hire (with the exception of disability coverage which has a 6-month waiting period). Six weeks of 100% paid parental leave for eligible parents is available after a 180-day waiting period. Hired associates can immediately enroll in Bread Financial’s 401(k) plan.
All associates receive 11 paid holidays. Associates have discretion in managing their time away from work through the Flexible Time Off (FTO) program and may need to notify and receive approval from their manager prior to taking the time off. Associates receive 80 hours of Paid Sick and Safety Time per calendar year at the beginning of each year and is prorated in the associate’s first year of employment.
Hired associates will be able to elect to purchase company stock during offering periods in June and December. You will be eligible for an annual incentive bonus based on individual and company performance.
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About Bread Financial
At Bread Financial, you’ll have the opportunity to grow your career, give back to your community, and be a part of our award-winning culture. We’ve been consistently recognized as a best place to work in many markets and we’re proud to promote an environment where you feel appreciated, accepted, valued, and fulfilled—both personally and professionally. Bread Financial supports the overall wellness of our associates with a diverse suite of benefits and offers boundless opportunities for career development and non-traditional career progression.
Bread Financial is a tech-forward financial services company providing simple, personalized payment, lending and saving solutions. The company creates opportunities for its customers and partners through digitally enabled choices that offer ease, empowerment, financial flexibility and exceptional customer experiences. Driven by a digital-first approach, data insights and white-label technology, Bread Financial delivers growth for its partners through a comprehensive product suite, including private label and co-brand credit cards, installment lending, and buy now, pay later (BNPL). Bread Financial also offers direct-to-consumer solutions that give customers more access, choice and freedom through its branded Bread Cashback American Express® Credit Card and Bread Savings products.
Headquartered in Columbus, Ohio, Bread Financial is powered by its 7,500+ global associates and is committed to sustainable business practices.
- Bread Financial offers competitive pay, a comprehensive selection of benefit options including 401(k).
- The Company is an Equal Opportunity Employer.
- Any applicant offered employment will be required to establish that they are legally authorized to work in the United States for the Company.
- The Company participates in E-Verify.
- The Company will consider for employment all qualified applicants, including those with a criminal history, in a manner consistent with the requirements of all applicable federal, state, and local laws, including the Los Angeles Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and the New York City Fair Chance Act. Applicants with criminal histories are encouraged to apply.
Job Family:Care Center Operations