Workforce Planning Manager

Location:  Nashville, TN (TLC)

For more than 25 years, Asurion has been a leader in innovation, not only in the tech solutions industry, but in creating a culture where employees feel valued.

We help people do more with their technology and stay connected on all of their devices. We provide our customers with simple, helpful advice to get the most from their technology, assistance to fix any technology issues they have and protection of their devices to ensure they quickly get a replacement or repair if anything does go wrong.

What you will be doing:

The Workforce Planning Manager will be responsible for ensuring optimal staffing levels, managing real-time operations, and supporting strategic workforce planning. This role requires strong analytical skills, expertise in Kronos (UKG), and the ability to collaborate effectively with leadership and stakeholders.

This role will support the Sr. Manager of Workforce Planning in developing annual Operational staffing forecasts and periodic updates of those forecasts for the purposes of generating the direct labor Annual Operating Plan.  Included in that plan will be calculating staffing levels for both Asurion and contingent hourly workforce as well as productivity targets by department.   Additionally, the Workforce Planning Manager will develop monthly updates to the staffing plan based to assist Operations leadership with tactical staffing levels based on the latest monthly volume projections

 Essential Duties and Responsibilities:

Ensure day-to-day service levels are maintained through effective scheduling and real-time workforce management, with a focus on achieving key metrics such as service level agreements (SLAs).Analyze forecast data to identify headcount needs and recommend adjustments.Calculate Unit Per Labor Hour (UPLH) productivity targets and work hours required to meet forecast demandCollaborate with Senior Operations Managers to address staffing requirements.Serve as the site contact for staffing-impacting issues and Kronos (UKG) concerns.Develop and modify Kronos queries based on business needs.Oversee shift bids in alignment with company policy.Manage special projects assigned by the Senior Manager, such as process improvements, system upgrades, and operational efficiency initiatives.Lead the contractor-to-Asurion conversion process.Maintain optimal ratios for frontline, lead, and supervisor roles to control labor costs.Provide finance with monthly KPIs, including productivity rates, forecast accuracy, and generate production volume reports.Conduct daily, monthly, and quarterly staffing agency calls.Facilitate monthly planning forecast meetings.Deliver daily headcount order status updates to operations leadership.Coordinate and adjust worker reassignments based on demand.Collect and analyze data to improve business operations.Develop and propose staffing plans and budgets.Provide strategic guidance to decision-makers.Manage the coordination of holiday schedules and communicate them to stakeholders.Prepare and facilitate monthly business reviews.Write comprehensive scope documents.Mentor and coach Analysts and Senior Analysts to enhance their analytical skills, improve reporting accuracy, and develop effective workforce planning strategies.

Here’s what you’ll bring to the team:

Highly Proficient in Excel for reporting, data visualization, creating workforce staffing models.Experience working in a fast-paced operations environment.Strong organizational skills with the ability to manage multiple priorities.Excellent communication and collaboration skills.Ability to analyze data, develop insights, and present actionable recommendations.

Preferred Skills:

Strong expertise in Kronos (UKG) for workforce management.Proven experience in forecasting, and workforce optimization.

We take care of you (benefits/perks):

Competitive pay and benefits including health, dental, and visionRetirement savings planPaid time offContinuing education supportOngoing training to grow your skills