Workforce Planner

Key Responsibilities

Workforce Planning & Forecasting

• Develop and maintain short- and long-term workforce plans across multiple accounts

• Forecast headcount requirements based on:

• Historical demand trends

• Current workload (break-fix tickets, work orders)

• Pipeline opportunities and anticipated business growth

• Monitor capacity vs. demand and recommend staffing adjustments

Multi-Account Resource Management

• Coordinate workforce allocation across multiple client accounts
• Ensure appropriate staffing levels to meet SLA and operational targets
• Prioritize and shift resources dynamically based on workload fluctuations

Operational Workload Management

• Analyze and manage staffing needs across:

• Break-fix ticket volumes

• Work orders and scheduled work

• Reactive vs. planned service demands

• Identify trends, risks, and gaps in coverage

Project & Program Support

• Partner with Project Managers to:

• Plan staffing for large-scale or complex initiatives

• Ensure workforce readiness and ramp-up timing

• Support project execution with appropriate resource allocation

• Track project-based resource utilization and performance

Demand Intake & Opportunity Planning

• Incorporate demand signals from multiple sources, including:

• Salesforce pipeline and upcoming sales opportunities

• Local market intelligence (business relationships, email requests, informal channels)

• Translate pipeline data into actionable workforce plans

• Collaborate with Sales and Account teams on upcoming deals and staffing implications

Qualifications

Required

• 1-2+ years of experience in workforce planning, operations planning, or resource management
• Experience managing staffing across multiple accounts or business units
• Strong analytical and forecasting skills
• Proficiency in Excel (modeling, forecasting, data analysis)
• Ability to manage competing priorities in a fast-paced environment

Preferred

• Experience working with:

• Ticketing systems (e.g., ServiceNow or similar)

• CRM tools (e.g., Salesforce)

• Background in operations, field services, or technical service environments

• Experience supporting project-based staffing models

Key Competencies

• Strategic planning and foresight
• Data-driven decision making
• Cross-functional collaboration
• Problem solving and adaptability
• Strong communication and stakeholder management

Success Measures

• Accurate workforce forecasts (short- and long-term)
• SLA adherence and operational performance
• Effective staffing of projects and accounts
• Minimal capacity gaps or overstaffing
• Proactive identification of staffing risks and opportunities

Summary

This role serves as a central connector between operations, sales, and project delivery, ensuring the right people are in the right place at the right time-while anticipating what's coming next.