Key Responsibilities
Workforce Planning & Forecasting
- Develop and maintain short- and long-term workforce plans across multiple accounts
- Forecast headcount requirements based on:
- Historical demand trends
- Current workload (break-fix tickets, work orders)
- Pipeline opportunities and anticipated business growth
- Monitor capacity vs. demand and recommend staffing adjustments
Multi-Account Resource Management
- Coordinate workforce allocation across multiple client accounts
- Ensure appropriate staffing levels to meet SLA and operational targets
- Prioritize and shift resources dynamically based on workload fluctuations
Operational Workload Management
- Analyze and manage staffing needs across:
- Break-fix ticket volumes
- Work orders and scheduled work
- Reactive vs. planned service demands
- Identify trends, risks, and gaps in coverage
Project & Program Support
- Partner with Project Managers to:
- Plan staffing for large-scale or complex initiatives
- Ensure workforce readiness and ramp-up timing
- Support project execution with appropriate resource allocation
- Track project-based resource utilization and performance
Demand Intake & Opportunity Planning
- Incorporate demand signals from multiple sources, including:
- Salesforce pipeline and upcoming sales opportunities
- Local market intelligence (business relationships, email requests, informal channels)
- Translate pipeline data into actionable workforce plans
- Collaborate with Sales and Account teams on upcoming deals and staffing implications
Qualifications
Required
- 3-5+ years of experience in workforce planning, operations planning, or resource management
- Experience managing staffing across multiple accounts or business units
- Strong analytical and forecasting skills
- Proficiency in Excel (modeling, forecasting, data analysis)
- Ability to manage competing priorities in a fast-paced environment
Preferred
- Experience working with:
- Ticketing systems (e.g., ServiceNow or similar)
- CRM tools (e.g., Salesforce)
- Background in operations, field services, or technical service environments
- Experience supporting project-based staffing models
Key Competencies
- Strategic planning and foresight
- Data-driven decision making
- Cross-functional collaboration
- Problem solving and adaptability
- Strong communication and stakeholder management
Success Measures
- Accurate workforce forecasts (short- and long-term)
- SLA adherence and operational performance
- Effective staffing of projects and accounts
- Minimal capacity gaps or overstaffing
- Proactive identification of staffing risks and opportunities
Summary
This role serves as a central connector between operations, sales, and project delivery, ensuring the right people are in the right place at the right time—while anticipating what’s coming next.
