Job Description

The Workforce Planner is responsible for forecasting, planning, and managing staffing needs across multiple accounts to ensure optimal service delivery and operational efficiency. This role partners closely with operations leaders, project managers, and sales teams to align workforce capacity with current demand and future opportunities. The Workforce Planner plays a critical role in balancing resources across break-fix activities, work orders, and large-scale projects while proactively anticipating staffing needs.

Key Responsibilities

Workforce Planning & Forecasting

• Develop and maintain short- and long-term workforce plans across multiple accounts
• Forecast headcount requirements based on:
  • Historical demand trends
  • Current workload (break-fix tickets, work orders)
  • Pipeline opportunities and anticipated business growth
• Monitor capacity vs. demand and recommend staffing adjustments

Multi-Account Resource Management

• Coordinate workforce allocation across multiple client accounts
• Ensure appropriate staffing levels to meet SLA and operational targets
• Prioritize and shift resources dynamically based on workload fluctuations

Operational Workload Management

• Analyze and manage staffing needs across:
  • Break-fix ticket volumes
  • Work orders and scheduled work
  • Reactive vs. planned service demands
• Identify trends, risks, and gaps in coverage

Project & Program Support

• Partner with Project Managers to:
  • Plan staffing for large-scale or complex initiatives
  • Ensure workforce readiness and ramp-up timing
  • Support project execution with appropriate resource allocation
• Track project-based resource utilization and performance

Demand Intake & Opportunity Planning

• Incorporate demand signals from multiple sources, including:
  • Salesforce pipeline and upcoming sales opportunities
  • Local market intelligence (business relationships, email requests, informal channels)
• Translate pipeline data into actionable workforce plans
• Collaborate with Sales and Account teams on upcoming deals and staffing implications

Qualifications

Required

• 1-2+ years of experience in workforce planning, operations planning, or resource management
• Experience managing staffing across multiple accounts or business units
• Strong analytical and forecasting skills
• Proficiency in Excel (modeling, forecasting, data analysis)
• Ability to manage competing priorities in a fast-paced environment

Preferred

• Experience working with:
  • Ticketing systems (e.g., ServiceNow or similar)
  • CRM tools (e.g., Salesforce)
• Background in operations, field services, or technical service environments
• Experience supporting project-based staffing models

Key Competencies

• Strategic planning and foresight
• Data-driven decision making
• Cross-functional collaboration
• Problem solving and adaptability
• Strong communication and stakeholder management

Success Measures

• Accurate workforce forecasts (short- and long-term)
• SLA adherence and operational performance
• Effective staffing of projects and accounts
• Minimal capacity gaps or overstaffing
• Proactive identification of staffing risks and opportunities

This role serves as a central connector between operations, sales, and project delivery, ensuring the right people are in the right place at the right time—while anticipating what’s coming next.

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