Workforce Planning Manager

## Workforce Planning Manager Apply:
Hybrid:
Ft. Lauderdale:
Full time:
Posted Yesterday:
R-101304
** Join the Ritz-Carlton Yacht Collection:  Where Every Voyage is a Symphony of Luxury
** Embark on an extraordinary journey with the Ritz-Carlton Yacht Collection, an exquisite extension of the renowned Ritz-Carlton brand, dedicated to redefining ultra-luxury hospitality  a "Lady or Gentleman" of our esteemed team, you'll be entrusted with the art of delivering the impeccable "Gold Standards" that have made the Ritz-Carlton an epitome of excellence across the globe.
** The Essence of Excellence:
The Gold Standards
** The Gold Standards are the bedrock of the Ritz-Carlton experience, setting us apart in the industry and establishing a legacy of unparalleled service. These standards embody the values and culture that define our brand, and serve as the compass guiding our every endeavor.
** The Employee Promise
** At The Ritz-Carlton, our Ladies & Gentlemen are the most important resource in our service commitment to each other and our guests.  By applying the principles of trust, honesty, respect, integrity, and commitment, we empower and nurture talent to the benefit of each individual and the company.  The Ritz-Carlton fosters a culture where all are valued, quality of life is enhanced, individual aspirations are fulfilled, and The Ritz-Carlton Mystique is strengthened.

* Join us on a journey where every day is a testament to the highest standard of luxury and service. Apply now and be part of an unparalleled legacy in hospitality.
* ** Position Overview
** The Manager, Workforce Planning owns how the contact center is staffed to meet guest demand, from long-range capacity plans to intraday decisions. This is a builder role. The right person creates the models, processes, and tools the team needs rather than waiting for them to exist, finds gaps in forecasting, scheduling, and capacity planning before they affect service levels or sales performance, and owns each issue through to a measurable resolution.

The result is a contact center that delivers exceptional guest experience and converts demand into revenue while keeping labor cost under control.
*
* Key Responsibilities:

***** Problem Solving & Building
**** Identify issues and inefficiencies across forecasting, scheduling, intraday management, and capacity planning, using data to separate root causes from symptoms.
* Quantify areas of opportunity in staffing models, shrinkage, occupancy, and schedule adherence in terms of service level, cost, and revenue impact.
* Build scalable solutions where existing processes fall short, including models, workflows, reporting, and planning tools.
* Drive issues to resolution end to end: define the problem, align stakeholders, implement the fix, and confirm results hold over time.
* Partner with telephony, CRM and IT to maximize efficiency and troubleshoot reporting and system issues which impact the workforce.
* Challenge the status quo with evidence and bring recommendations to leadership with a clear business case.
* Document processes and models so improvements are repeatable and outlast any one person.  
*** Workforce Strategy & Capacity Planning
**** Develop and execute a workforce management strategy aligned with business goals and service level targets.
* Own long-term capacity planning including budget modeling, hiring plans, and scenario analysis.
* Oversee headcount planning to meet service levels while controlling labor cost.
* Track shrinkage and attrition trends and adjust hiring and scheduling plans before staffing gaps open.
* Partner with Sales, Marketing, and Finance to align staffing plans with financial forecasts, campaign calendars, and growth projections.  
*** Forecasting
* *** Lead short-term and…