We are seeking a Staffing Forecast & Leads Routing Manager who will provide exceptional leadership, sophisticated analytics, and holistic and strategic directions to the Workforce Management team responsible for forecasting, capacity planning, and building leads routing models in collaboration with the Sales and Revenue Operations, Finance, and Product teams for the Company. This candidate will ensure forecasting and staff planning models are continuously updated and revamped to correlate with and accommodate historical trends, business intelligence data, and business objectives across the Sales and Client Success departments. The candidate will also be responsible for developing the team of Forecasting Analysts while advising and deputizing for the Head of Workforce Management on strategic OKRs and their implementation across the whole WFM & Forecasting group and in collaboration with external stakeholders.

• Produce daily, weekly, monthly forecasts and staffing requirements needed to meet service level targets within budget and across all intervals of operations
• Leverage staffing forecast and requirements findings to recommend hiring and staffing schedules that meet projected demand while optimizing resource utilization; collaborate with operations & call center leadership to implement said recommendations
• Monitor call center performance metrics in real-time, advise the WFM group on real-time lever-pulling, and produce relevant reporting on said metrics along with necessary contexts and recommended next steps
• Provide ad-hoc analysis on call center performance as it relates to variance to the forecast models and identify new and relevant trends to monitor/incorporate/action on; set directions on how to best incorporate evolving business needs and initiatives within the forecasting models
• For Sales:
  • Collaborate and liaise with Sales Rev Ops on acting swiftly to address real-time dialing issues, leads penetration, and lead volume by source discrepancies with projections
  • Collaborate with Sales & Rev Ops on analyzing lead penetration rates to identify opportunities for improvement in major KPIs, including conversion and speed-to-lead
  • Collaborate with Marketing in reviewing and vetting their leads forecast, as well as evaluating lead volume trends by different sources, prior to translating them into the staffing forecast
  • Collaborate with Sales Rev Ops, Finance, and Product to build new leads routing and efficiency models that would optimize use of resources and staffing, routing the right leads to the right agents for highest chance of conversion
• For Client Success:
  • Collaborate with Client Success on acting swiftly to address real-time SLA degradation and dialing issues, as well as connect rate optimization
  • Collaborate with Client Success leadership, both re: stateside, near-shore, and BPO workforce, on standing up a hiring & queue management strategy and ramp-up plan that would meet requirements for all CS sub-areas and queues
  • Collaborate with Negotiations to understand their monthly settlement goals and how they translate to CS operations and goals
• Collaborate with Product to identify dialer opportunities to enhance performance in connections with clients
• Provide strategic advice on driving WFM OKRs and relevant WFM & Company’s strategic initiatives to both WFM and Company-wide Leadership; serve as a subject matter expert and a strategic leader within the organization that can help educate, counsel, and liaise with relevant stakeholders across the Company Leadership, including the Senior Leadership Team (SLT)
• Develop a team of analysts within the Forecasting team; engaging them with the goal of upskilling them. 
• Partner with business leaders each month to discuss forecasts and staffing plans. 
• Identify opportunities to streamline workflows and processes to increase customer satisfaction, reduce errors, increase controls, and ensure maximum productivity and efficiency.
• Provide expertise in developing or evaluating solutions that generate efficiencies and cost reductions for the business.
• Participate as a subject matter expert in the development of business requirements to support new systems, enhancements, or new product implementation.
• Provide ad-hoc analysis on monthly performance as it relates to variance to forecast, staffing, and/or payroll expense.

• Bachelor’s degree preferred, or equivalent work experience.
• 9 years’ experience in Workforce Management required, with 3 years in a leadership role
• Familiarity with industry-standard call center metrics and KPIs, especially as pertaining to Sales and CS organizations
• Experience with call center technology platforms (i.e., IVR systems, CRM software, WFM software); high preference for familiarity with Salesforce, Amazon Connect/Service Cloud Voice, and Five9
• Experience with a variety of WFM platforms/vendors; experience with vetting and onboarding WFM platforms/vendors
• Core experience and familiarity with building Sales leads routing model and its relevant staffing forecast model
• Core experience and familiarity with call center operations that encompass both inbound and outbound (dialing) operations and strategy
• Familiarity with call routing, queueing, and prioritization strategies
• Advanced leadership, presentation, interpersonal and conflict management skills
• Knowledge of best-in-class Workforce Management techniques and processes
• Proficient at leading meetings and facilitating information exchange with internal and external business partners
• Sound decision-making skills that demonstrate originality, flexibility, and resourcefulness and strategic thinking
• Ability to develop strong working partnerships at all levels within the organization
• Demonstrates the following core competencies: drive for results, communicate effectively and strategically, balance risk with opportunity, and influence and inspire others
• Strong adaptability and organization skills within a fast-paced and evolving environment
• Ability to upskill team members and analysts and to provide them with clear direction and development paths/materials
•  

National Debt Relief was founded in 2009 with the goal of helping an expanding number of consumers deal with overwhelming debt. We are one of the most-trusted and best-rated consumer debt relief providers in the United States. As a leading debt settlement organization, we have helped over 450,000 people settle over $10 billion of debt, while empowering them to lead a healthier financial lifestyle and feel free to live their best life. At National Debt Relief, we treat our clients like real people. Our purpose is to elevate, empower, and transform their lives.

 

Rated A+ by the Better Business Bureau, our goal is to help individuals and families get out of debt with the least possible cost through conducting financial consultations, educating the consumer and recommending the appropriate solution. We become our clients' number one advocate to help them reestablish financial stability as quickly as possible.

 

National Debt Relief is a certified Great Place to Work®!

Forbes names National Debt Relief Best Debt Settlement Company of 2023!

3X Award Winner for Best Customer Service, Best Experience with Staff, and Best for Transparency by Consumer Affairs!

Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for each position across the US. Within the range, individual pay is determined by work location, job-related skills, experience, and relevant education or training. This good faith pay range is provided in compliance with NYC law and the laws of other jurisdictions that may require a salary range in job postings. The salary for this position is $113,000 to $139,000..

National Debt Relief is a team-oriented environment full of rewards and growth opportunities for our employees. We are dedicated to our employee's success and growth within the company, through our employee mentorship and leadership programs.

 

Our extensive benefits package includes:

• Generous Medical, Dental, and Vision Benefits
• 401(k) with Company Match
• Paid Holidays, Volunteer Time Off, Sick Days, and Vacation
• 12 weeks Paid Parental Leave
• Pre-tax Transit Benefits
• No-Cost Life Insurance Benefits
• Voluntary Benefits Options
• ASPCA Pet Health Insurance Discount

 

National Debt Relief is a certified Great Place to Work®!

 

National Debt Relief is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or any other status protected by law.

 

For information about our Employee Privacy Policy, please see here
For information about our Applicant Terms, please see here

 

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