This position is responsible for managing the Capacity Plan and Performance Management for Operations within a specific line of business. The ideal candidate will partner with several key business units to ensure appropriate staffing, ROE and budget considerations are cared for as it relates to Operations including Sales, Care, Collections, Recovery, and various supporting functions within Operations.
Responsibilities:
- Manage monthly and/or quarterly Cap Plans for designated business units.
- Develop, prepare and analyze current and projected workload, resource availability, and any constraints or limitations to project future capacity needs to allow the business to effectively meet performance expectations.
- Compare projected need with the available resources to identify any potential capacity gaps and alignment with budget.
- Monitor attrition rates across business units and identify backfill needs and monitor run rates. Organize approvals for add to staff roles to COO. Develop simple ROI arguments for adding additional FTE as needed.
- Analyze results of operations and performance based on existing reporting and ad hoc analytical business needs.
- Partner with Business, Finance, Risk and Human Resource Leaders to address gaps such as adding resources, adjusting workloads or optimizing resource allocation.
- Maintain routines with Business, Finance, Risk, HR, Recruiting, Cap Planning – to keep informed of hiring plans, including initiatives, business performance, reporting and strategic objectives and priorities.
- Give presentations to various levels of management on reporting and analysis.
- Develop and implement new processes ranging in various levels of difficulty.
- Connect training needs to various business units as needed for business growth through new hire process.
- Identify and escalate to senior management any reporting or analytical observations that provide risk to any business area.
- Utilize tools and methodologies to drive initiatives.
- Develop and maintain strong company relationships through effective communication and joint work initiatives.
- Performs all other duties as assigned by Management.
Qualifications:
- HS Diploma or GED
- 5 to 7 years’ experience in operational forecasting, staffing, and scheduling. Operations experience managing complex initiatives a plus.
- Demonstrated understanding of the flexibility required in real world implementations.
- Able to conform to shifting priorities and demands through analytical and problem-solving capabilities.
- Ability to influence others to gain consensus.
- Able to work on cross-functional, inter-department project teams with tight deadlines and heavy workloads. Experience interacting with business and technical individuals at all levels.
- May include travel.
Preferred
- Bachelor’s Degree in related business field
Location: Wilmington, DE or Fort Mill, SC – Hybrid
Benefits
Because we want our team members to bring us their very best every day, we believe they deserve the right opportunities and benefits. That is why we packed our comprehensive benefits package for full- and some part-timers with:
- Health and wellbeing options for team members and their dependents
- Up to 4% matching 401(k)
- Tuition reimbursement
- Continuing education
- Bonus eligible
- Paid time off
- Paid volunteer time
- And more
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