Manager Enterprise Labor Planning BBCC Workforce

Profile

Best Buy

This position is responsible for collaborating with BBCC, Scheduling, Finance, and HR teams to develop and manage the BBCC contact volume forecast and labor plans on a quarterly, monthly and weekly basis. Annually BBCC handles over 50M voice and chat contacts across 19 different domestic and off shore locations. This key team member will develop and provide impactful planning insight and direction to positively influence the customer experience, enhance profitability and drive key KPIs for the enterprise. This position is also responsible to provide holistic labor decision support and performance management for BBCC, Finance and vendor partners.

This manager will analyze historical data, volume and industry trends to predict future demand for the business and develop required FTE plans to support customer needs and business priorities while achieving financial targets and business KPI’s. This role will exercise influence with leaders, corporate support teams, and vendors while developing her/his team of people. This leader will also be integral in helping to shape what the future of Best Buy’s workforce will look like, and how we mobilize our BBCC teams to better serve customers in an ever-changing landscape.

Role Responsibilities:

Develop long and short-range contact forecasts and required FTE labor plans for both W2 and BPO network across all lines of business that BBCC supports.

Partner with finance to develop annual, quarterly and monthly budget and LE plans that align with the financial targets. Annual labor expense of approximately $250M.

Develop weekly labor required FTE plans, accounting for multiple variables (contact forecast, AHT, Occupancy, and Shrink trends).

Responsible for managing planning relationships across multiple external vendors including issuing forecast projections and labor targets, performance management, productivity and shrink analysis to maximize the labor investment while delivering a world class customer experience.

Meeting with various stakeholders (BBCC, Finance, HR, Leadership) to ensure plans align with financial targets, various business needs, organizational direction.

Leverages experience, creates advanced spreadsheets and dissects data to draw parallels and assumptions to identify opportunities and improve forecasting and labor planning methodologies.

Partner with BBCC, Finance and HR teams to understand changes to the businesses and model the impact to demand forecasts and labor plans, provide analysis and recommendations.

Develops and manage routine data-driven reports.

Understand and explain forecast, financial, and operational variances and trends.

Summarize data and information and provide recommendations for corporate leaders to review, articulated both verbally and in written presentation.

Develop tools for team and partners to enhance and optimize the business by developing KPI’s and reporting methodologies to identify trends and performance opportunities.

Navigate through various systems and become Aspect and other call center labor planning systems SME.

Leadership responsibilities include supporting, coaching, and developing team members, creating a culture that fuels diversity and inclusion, employee engagement, and career development.

Basic Qualifications:

5 years of Strategic Business Planning, Financial Analysis or Analytics experience

5 years of Retail, Operations, Finance or related experience

5 years of Project Management or equivalent experience

Intermediate level experience in Microsoft Office, specifically Excel and PowerPoint

Excellent written and verbal communication skills with the ability to translate complex concepts into simple, clear communications and scenario building

Experience in compiling data and building out PowerPoint decks

Bachelors Degree in Finance, Business Management, Mathematics, Economics or related field or Graduate Degree - MBA or related field preferred

Company info

Best Buy
Website : http://www.bestbuy.com