[Hiring] Workforce Planning Consultant @AAA Life Insurance Company

Role Description

Operating within AAA Life’s core values and commitment to delivering a best-in-class member experience, the Workforce Planning Consultant is responsible for:

• Forecasting demand and capacity.
• Optimizing staffing strategies.
• Monitoring operational performance within the Simplified Issue Sales Unit (SISU) contact center.
• Providing extended support for DSU (Direct Sales Unit) operations.
• Aligning workforce planning with key business drivers, including direct mail marketing campaigns.

The role partners closely with Operations, Marketing, Finance, and leadership to deliver data-driven insights and enable proactive decision-making through the following:

• Own and continuously improve forecast accuracy through ongoing validation of assumptions, trend analysis, and refinement of forecasting models.
• Create and maintain capacity plans that align staffing resources with forecasted demand, service level goals, productivity expectations, and budget objectives.
• Analyze workforce metrics including forecast accuracy, occupancy, utilization, shrinkage, schedule adherence, attrition, average handle time, and service levels to identify trends, risks, and opportunities.
• Evaluate resource capacity versus business demand and provide proactive recommendations to leadership regarding hiring, staffing levels, overtime, voluntary time off, cross-training, and workforce allocation.
• Recommend optimal operating hours, staffing models, shift structures, flexible work arrangements, and part-time staffing strategies based on customer demand, associate availability, and business objectives.
• Partner with Operations, Marketing, Finance, HR, and business leaders to anticipate workload impacts from new products, campaigns, organizational changes, and strategic initiatives.
• Consult with Operations leadership by translating workforce analytics into actionable staffing recommendations that balance customer experience, employee engagement, service levels, and financial objectives.
• Conduct scenario modeling and "what-if" analyses to evaluate the operational and financial impact of changing demand patterns, staffing assumptions, and business initiatives.
• Identify staffing gaps and recommend schedule realignments, hiring plans, shift bids, and resource optimization strategies to maintain service level objectives.
• Continuously evaluate workforce planning methodologies and forecasting assumptions, recommending improvements that increase forecast accuracy and operational performance.
• Partner with operational leaders to identify performance trends, operational inefficiencies, and process improvement opportunities using workforce analytics.
• Lead or support workforce planning initiatives that improve productivity, cost efficiency, customer experience, and operational effectiveness.
• Serve as the subject matter expert (SME) on current and needed staffing software, ensuring the appropriate tools and functionality are in place to support an optimal staffing process.
• Collaborate with IT and software vendors to evaluate new functionality, recommend enhancements, and support implementation of workforce management technology that improves planning accuracy and operational efficiency.
• Support business continuity by assisting with workforce planning during system outages or operational disruptions and recommending appropriate staffing alternatives.
• Stay current on workforce management best practices, technology advancements, and industry trends to continuously improve workforce planning capabilities.

Qualifications

• 5+ years of workforce management, workforce planning, capacity planning, or contact center analytics experience.
• Knowledge of contact center metrics.
• Strong attention to detail with excellent listening, communication, and documentation skills.
• Proficiency in Microsoft Office Suite (Excel, Word, Outlook).
• Strong analytical skills.
• Knowledge of regulatory compliance requirements in a sales environment.

Requirements

• 5+ years WFM experience utilizing and implementing forecasting methodologies for contact centers with multi-skill and multi-channel complexity required.
• Experience developing long-range capacity plans.
• Experience in effectively presenting staffing recommendations to senior leadership.
• Bachelor’s degree in business, Finance, Operations, Analytics, or related field.
• Advanced Knowledge of and experience with QA tools such as NICE, Calabrio, Verint, or similar as well as AI tools such as Cresta AI, etc.
• Proven success in analytics and creative problem-solving.
• Strong organizational skills and follow-through abilities with particular attention to detail.

Benefits

• Periodic travel to home office as business dictates (1-2 times per year).