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Beacon Hill Logo Beacon Hill · Call Center

Workforce Management Planner

United States, Saint Paul 33.00 - 38.00 USD / Hour · Job Posted January 16, 2026
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Job Description

Beacon Hill is partnering with a client in Saint Paul, MN to hire a Workforce Management Planner. This person will translate long-term strategic planning into accurate, actionable short-term forecasting for a large contact center environment. You'll create short-term forecasts, analyze trends, build BI reporting, and collaborate with senior planners to optimize staffing and service levels. The ideal candidate is analytical, independent, process‑oriented, and a clear communicator who contributes ideas and drives improvements. This role follows a hybrid schedule with one day required onsite day per week, with full training and strong long‑term potential.

Job Responsibility

  • Short-Term Forecasting & Staffing Planning: Build daily and weekly short-term forecasts using historical data, trends, and long‑range plans
  • Develop interval-level staffing plans to determine coverage for shifts, breaks, lunches, overtime, and time‑off
  • Service Level & Capacity Support: Identify peak intervals or potential coverage gaps and recommend proactive solutions
  • Track and analyze variances from planned volumes or staffing levels and help drive corrective actions
  • Performance & Interaction Analysis: Evaluate agent expectations and workflows across different interaction types
  • Create or refine performance indicators for handle times, volume trends, and productivity
  • Process Innovation & Best Practices: Recommend improvements and new approaches for forecasting and scheduling in an omnichannel environment
  • Partner with senior planners and the P3 team to streamline and elevate workforce management processes
  • Reporting & Business Intelligence Development: Build actionable BI and Tableau reports to surface trends and improve decision-making
  • Leverage combined or new data sources to enhance visibility into labor shrinkage, capacity, and operational metrics

Requirements

  • Proven analytical skills with ability to interpret complex data
  • Advanced Excel proficiency (complex formulas, models, forecasting)
  • Experience with workforce forecasting
  • Strong communication skills
  • direct and clear communication style
  • Ability to work independently and adapt to shifting priorities
  • Experience with Tableau, BI tools, or Workday data a plus
  • Strategic thinking-ability to turn long-term forecasting into short-term plans

Nice to have

  • Creative thinker who enjoys shaping and improving processes
  • Confident communicator who speaks up and influences decisions
  • Comfortable working with limited backend systems and refining them
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