Director, Strategic Workforce Capacity Planning

ADP is hiring a Director, Strategic Workforce Capacity Planning

Are you looking to grow your career in an agile, dynamic environment with plenty of opportunities to progress?
Do you want to continuously learn through ongoing training, development, and mentorship opportunities?
Are you looking to be yourself in a culture that values equity, inclusion, and belonging and creates a safe space for diverse perspectives and insights?
Well, this may be the role for you. Ready to make your mark?

ADP is seeking a highly skilled and experienced Director, Strategic Workforce Capacity Planning to lead and shape ADP’s Workforce Management Strategy and lead a team of experts, aimed at optimizing productivity and enhancing client satisfaction. In this role, you will be responsible for ensuring that our service and implementation contact centers operate with agility and that resources are mobilized where they are most needed.

This role will be responsible for developing and executing workforce strategies, ensuring optimal resource allocation, and aligning staffing plans with business goals, focusing on forecasting, capacity management, and talent acquisition/retention. In addition, their focus will be on ensuring ADP has the right resources and capacity to meet current and future demands, optimizing processes, reducing costs, and supporting long-term growth by identifying potential bottlenecks and recommending resource allocation strategies.

This role leads a team of workforce management and planning experts, both onshore and offshore, who are engaged in the analysis, monitoring, and evaluation of staffing and volume levels in our service and implementation contact centers on a real time basis. In addition to forecasting, scheduling, capacity planning.

Ready to #MakeYourMark? Apply now!


ESSENTIAL RESPONSIBILITIES

Strategic Planning:
Develop and implement a comprehensive strategic workforce capacity plan aligned with the organization's overall business strategy.
Conduct regular workforce demand and supply analysis to identify potential capacity gaps and opportunities.
Develop staffing strategies for multi-site, multi-touchpoint, bilingual, and multi-skilled contact centers, accounting for growth, seasonal demands, and cyclical patterns.
Develop and maintain a robust workforce planning model, including forecasting tools and techniques.
Collaborate with business leaders to understand their workforce needs and ensure alignment with strategic goals.
Create and implement a communication strategy for senior leaders addressing service level and staffing risks.
Spearhead the development of Workforce Management business strategy and requirements in support of new systems, enhancements, or product implementations.
Capacity Planning:
Design and maintain capacity planning models to ensure optimal staffing levels.
Facilitate forecasting and capacity planning meetings with leaders from all business segments.
Analyze current workforce capacity and identify potential bottlenecks or inefficiencies.
Develop and implement strategies to optimize workforce capacity, allocation and improve productivity, including staffing adjustments, skill development, and process improvements.
Monitor workforce capacity performance and identify areas for improvement.
Lead the forecast team to review and analyze updated forecasts based on historical data patterns.
Data Analysis and Reporting:
Collect, analyze, and interpret workforce data to identify trends and patterns.
Oversee preparation of dashboards, and reporting on workforce capacity and performance.
Use data to inform decision-making and drive continuous improvement.
Talent Management:
Identify and address skill gaps within the workforce.
Develop and implement talent management strategies, including recruitment, training, and development programs.
Ensure that the workforce is equipped with the skills and competencies needed to achieve business objectives.
Collaboration and Communication:
Build strong relationships with business leaders and HR partners.
Communicate workforce capacity planning strategies and initiatives effectively.
Serve as a subject matter expert on workforce capacity planning and talent management.
Foster an inclusive environment that encourages team input, enhancing forecasting and scheduling accuracy across contact channels.