Workforce Planner 3

The Workforce Planner 3 will be responsible for forecasting planning and managing staffing capacity across the Technical Support organization. This role ensures optimal analyst coverage to meet customer needs improve service levels and maximize productivity. The ideal candidate brings expertise in workforce management tools analytical modeling and capacity planning strategies with the ability to balance operational efficiency with employee experience.

• Develop and manage short- and long-term staffing forecasts for Technical Support.

• Monitor real-time workload and staffing making adjustments to optimize service level achievement.

• Partner with leadership to determine staffing requirements by shift skill set and geography.

• Provide workforce analysis and reporting to senior leadership highlighting trends and recommending action.

• Collaborate with HR and Recruiting on hiring plans aligned with forecasted support demand.

• Drive scheduling practices that optimize coverage while maintaining employee engagement and work-life balance.

• Evaluate and implement workforce management systems and tools to improve accuracy and visibility.

• Continuously refine capacity models to account for seasonality product launches and organizational changes.

• Mentor coach train and provide feedback to other team members; may provide feedback to leadership on technical abilities of team.

• Comply with all corporate and departmental privacy and data security policies and practices, including but not limited to, Hyland’s Information Systems Security Policy

• Bachelor's degree or equivalent experience

• 5+ years of experience in workforce management capacity planning or operations management (technical support or customer service environment preferred).

• Strong expertise with workforce management tools (e.g. Verint NICE Calabrio or similar).

• Advanced Excel skills and experience with data visualization platforms (e.g. Power BI Tableau).

• Microsoft Windows and Office proficient

• Strong oral and written communications skills that demonstrate a professional demeanor and the ability to interact with others with discretion and tact

• Strong organizational multi-tasking and time management skills

• Strong collaboration skills applied successfully within team as well as with all levels of employees in other areas

• Strong Microsoft Excel skills

• Strong leadership sound judgement and business acumen skills

• Strong facilitation and project management skill

• Strong interpersonal skills; able to maintain solid rapport with team members as well as maintain professionalism with those outside of department

• Strong data gathering interviewing and analytical/problem solving skills

• Strong critical thinking and problem solving skills

• Strong analytical skills with the ability to translate data into actionable strategies.

• Strong communication and collaboration skills across technical and non-technical audiences.

• Strong ability to use original thinking to translate goals into the implementation of new ideas and design solutions

• Self-motivated with the ability to manage projects to completion with minimal oversight

• Able to thrive in a fast paced deadline driven environment

• Strong attention to detail

• Demonstrated ability to influence motivate and mobilize team members and business partners

• Strong ability to develop and use engaging informative and compelling presentation methodologies

• Strong ability to handle sensitive information with discretion and tact

• Strong ability to establish rapport and gain the trust of others; effective at gaining consensus

• Ability to work independently and in a team environment

• Ability to coach mentor and provide feedback to team members in a timely manner

• Strong knowledge of systems administration

• Strong knowledge of Linux Operating systems

• Strong knowledge of Microsoft Operating systems and products

• Strong knowledge of Unix Operating systems

Based on individual states’ employment laws, the following details are to comply with the relevant salary posting requirements:  base salary range of $68,000-$85,000 and eligible for benefits

What you can expect next

• Hyland Recruiters thoroughly review every application and will contact you within 1 to 2 weeks regarding next steps. Be sure to add Hyland to your contacts list and check your spam folder so you never miss a message from us!
• Any follow up questions? Email your Recruiter directly at Careers@Hyland.com.

Benefits

401(k) Retirement Savings. Flexible Schedule. Paid Time Off. Medical, Dental, Vision. Volunteer Paid Time Off. Wellness Reimbursement. Paid Parental Leave. Sabbatical Program.

Find out more by going to https://www.hyland.com/en/resources/articles/why-work-at-hyland .

Welcome to #HylandLife

Since 1991, it has been Hyland’s mission to help our employees, customers and partners exceed their potential with our industry-leading content services platform. Our employees exude a contagious energy and are passionate about what they do – whether it’s helping customers succeed, raising up their fellow Hylanders, or engaging in the communities where they live and work.

The #HylandLife hashtag encompasses our employee-centric culture. Our employees live our culture day in and day out by bringing their best self to work. Hyland supports them to do just that through career development resources, wellbeing programs and innovation practices. We thrive on diverse viewpoints and new ideas and believe that a positive, inclusive workplace is imperative to sustainable success.

As we’ve grown to a company of nearly 4,000 strong, we have the opportunity to make a significant impact on our communities. We strongly support employee initiatives and align our giving campaigns and programs to organizations that are important to them.

We are committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, marital status, gender identity, or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. The information collected by this application is solely to determine suitability for employment, verify identity and maintain employment statistics on applicants.