Workforce Management Planner

About the Role

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 per week, with full training and strong long‑term potential.

• 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.
• 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.
• Evaluate agent expectations and workflows across different interaction types.
• Create or refine performance indicators for handle times, volume trends, and productivity.
• 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.
• 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.

• 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.

• 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.

Beacon Hill is an equal opportunity employer and individuals with disabilities and/or protected veterans are encouraged to apply.

California residents:
Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

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Completion of this form is voluntary and will not affect your opportunity for employment, or the terms or conditions of your employment. This form will be used for reporting purposes only and will be kept separate from all other records.

We look forward to working with you.