Manager, Workforce Forecasting and Operations


Position Purpose

This position is responsible for leading key projects for the relationship center and has direct leadership/oversight of the all forecasting, staffing, real time operations adherence, reporting, and third party vendor management.  The role will oversee all operational data mining and assist in providing conclusions and recommendations to the leadership team based on data findings to support strategic business initiatives and drive optimal performance impact for the Relationship Center team. This position will partner on hiring strategy and facilities space management.  This person will partner across the relationship center functions to complete projects that drive towards a next generation relationship center.

Primary Responsibilities

  • Responsible for the labor budget planning & execution, headcount management, and staffing models for service scenarios.
  • Support decision making capabilities for business needs by forecasting future requirements for reporting and scheduling to achieve business results.
  • Develop and implement operating mechanisms to provide forward looking insight into customer response to Sleep Number products, services and support including designing and implementing metrics to measure effectiveness.
  • Develop and implement strategies related to effective staffing and scheduling, reporting and ad hoc project initiatives to positively impact overall customer experience in the relationship center
  • Oversee forecasting, scheduling, real time adherence and reporting functions and assist in identifying trends and developing programs to address gaps via quality management and front line customer interactions (including chat).
  • Execute monthly reporting for business reviews, ad hoc analysis, and develop presentations to socialize Relationship Center strategy, spend and result
  • Completes core management responsibilities (i.e. reviews, disciplinary action, recognition, hiring, on-boarding, etc.) in a thoughtful and timely manner.  Provides coaching and assistance on these processes for direct reports as well as developing direct reports and providing leadership guidance.
  • Other responsibilities as assigned.

Position Requirements

  • 5+ years analytics management experience required, 2+ years driving technical and communications projects
  • 5+ years experience managing projects
  • BS/BA in Business Management or Administration required, preferably in a technical or financial capacity. MBA or advanced degree preferred
  • Knowledge of and experience in producing work schedules
  • Strong ability to analyze data; derive conclusions from data, build tactical plans to resolve core problems, and communicate the strategy with solutions to multiple levels of leadership
  • Able to determine root causes of issues and motivate a solution via direct, indirect and cross- functional team members
  • Demonstrated ability to build cross-functional relationships and influence decisions
  • Superior communication and diplomacy skills with diverse groups of people, including customers, colleagues, executives and direct reports
  • Ability to both lead teams and act as a strong individual contributor to cross-functional teams
  • Strong leadership, coaching, team building and people development skills
  • Excellent written and oral communication skills; experience in creating presentations and presenting to Senior Leadership
  • Ability to prioritize tasks, meet deadlines and work independently in a fast paced environment
  • Able to work under pressure and effectively manage stress

Job ID R7756
Sophia, Customer Service Representative

“Sleep is integral to a happy healthy lifestyle and it has such a huge impact on everyday life. Sleep Number is a unique company to work for because you’re truly helping people.”

Sophia, Customer Service Representative

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