WFM Long-Term Planning Manager

ImpactAs a WFM Long-Term Planning Manager you will be responsible for the strategy and planning for all Customer Service personnel within Experiential Operations including internal front-line agents, internal tier two agents, and several BPO vendor partners. This role will have a strong hands-on focus initially in developing resource plans and processes but may have the potential to eventually grow into a leadership role.
While no two days are the same you will develop long-term contact volume, workload and headcount forecasts using modern time series regression models. You will develop and maintain a capacity model to guide accurate resource decisions up to 18 months out. You will be responsible for headcount assumptions for all budget/financial reviews in partnership with Business Intelligence Manager and Finance Manager. You will develop a mechanism to report out on financial performance within the current month to guide accurate mid-month resource decisions. You will also collaborate with internal and vendor contact center leadership to develop a training plan for when new agents need to be hired and/or cross-trained. Lastly you will partner with scheduling and intraday WFM leader to ensure interval level forecasts remain in alignment with approach and format of long-term forecast.

Work Arrangement

Shipt considers candidates located near a Shipt office or workspace in Birmingham, San Francisco, or Minneapolis to be hybrid, which means that they have the flexibility to work from home (with leader approval) or at a Shipt office in order to facilitate the ability to innovate, collaborate, and spark team connections. In-office expectations will vary by role and leader.  Certain roles may require in-office presence on a full-time basis. Please work with your recruiter to learn more about the classification of this role.

About Shipt

Shipt is a retail tech company that connects people to reliable, high-quality delivery with a personal touch. Shipt connects customers to the things they want from the stores they love, retail businesses to more satisfied customers, and workers to new earning opportunities.

At Shipt, we aim to put our team first to boost a sense of belonging, spark opportunities for growth, provide unique benefits and commit to giving back to our communities in ways that make life better, both personally and professionally. We understand that our service, our culture, and our connection to our communities are only made better by every single person who shows up to work here every day.  Learn More.

Shipt is an independently operated, wholly owned subsidiary of Target Corporation and available in more than 5,000 U.S. cities. Shipt was founded and is headquartered in Birmingham, Alabama. For more information, please visit Shipt’s company site at Shipt.com.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, color, national origin, ethnicity, religion or religious belief, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, military or veteran status, disability, or any other characteristic protected by law.

Please inform your recruiting contact upon initial connection if you need any accommodations.

Employees (and eligible family members) are covered by medical, dental, vision and more.  Employees may enroll in our company’s 401k plan. Employees will also be eligible to receive discretionary vacation for exempt team members, paid holidays throughout the calendar year and paid sick leave.  Other compensation includes eligibility for an annual bonus and the potential for restricted stock units based on role.

Pay Range:

$88,000-$176,000

All other locations:

$73,000-$147,000

Please note that the salary range above is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location.