Director Resource Planning

IHG•Atlanta, GA

14h•$130,000 - $165,000•Remote

About The Position

Direct and oversee the staffing strategy, contact routing and tactical implementation for Reservations, Guest Relations, and IHG’s loyalty club services and other groups. Direct hiring strategy and optimize staffing through time off, overtime, adding staff, etc. Direct the routing of calls between CROs and groups within CROs globally. Direct and oversee global reservation and customer care facilities management teams. Your Day to Day: Direct the establishment of training runs and staffing plans for all CRO operations globally to include specifying numbers of staff, skill set requirements, hiring plans and costs. Direct the utilization of forecasting tools and methods to oversee incoming customer contact volumes and work loads. Determine workforce management tracking standards for areas including exception specifications and standards with regards to vacation, training, meetings, and other non-production time. Direct the development of appropriate controls and processes to route calls between CROs and CRO groups on a global basis to ensure maximum efficiencies of staff and other resources and that customers are appropriately matched with the best skilled agents. Oversee the development of budgets and forecasts for CRO payroll budgets and forecasts and report on variances. Manage the real-time workforce management process inside CROs including making decisions on staff changes globally. Plan, organize, control and lead subordinate functions within established budgetary and manpower plans; establish goals, performance standards, and operating procedures for assigned functions. Participate in creation of department staffing and capital budgets. Coach and develop team members; hire, fire, assess, discipline, document performance, recommend salary and classification changes. Act as an advisor to subordinate managers or staff to help meet established schedules and/or resolve technical or operational problems. Work is performed in a normal office environment.

Requirements

10+ years progressive work related experience with demonstrated proficiency in multiple disciplines/technologies/processes related to the position as well as 5 to 7 years managing teams and/or significant complex projects as well as call center staffing and routing technology.
Knowledge of call center operation and call center staff planning.
Understanding and proficiency in call routing and workforce management technologies.
Project management experience in organizing, planning and executing large-scale projects from conception through implementation.
Experience in leading and developing people.
Effective verbal and written communication skills to provide information to clients, vendors, and/or staff

Responsibilities

Direct the establishment of training runs and staffing plans for all CRO operations globally to include specifying numbers of staff, skill set requirements, hiring plans and costs.
Direct the utilization of forecasting tools and methods to oversee incoming customer contact volumes and work loads.
Determine workforce management tracking standards for areas including exception specifications and standards with regards to vacation, training, meetings, and other non-production time.
Direct the development of appropriate controls and processes to route calls between CROs and CRO groups on a global basis to ensure maximum efficiencies of staff and other resources and that customers are appropriately matched with the best skilled agents.
Oversee the development of budgets and forecasts for CRO payroll budgets and forecasts and report on variances.
Manage the real-time workforce management process inside CROs including making decisions on staff changes globally.
Plan, organize, control and lead subordinate functions within established budgetary and manpower plans; establish goals, performance standards, and operating procedures for assigned functions. Participate in creation of department staffing and capital budgets.
Coach and develop team members; hire, fire, assess, discipline, document performance, recommend salary and classification changes. Act as an advisor to subordinate managers or staff to help meet established schedules and/or resolve technical or operational problems.