Key Responsibilities
Workforce Planning & Forecasting
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Develop and maintain short- and long-term workforce plans across multiple accounts
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Forecast headcount requirements based on:
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Historical demand trends
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Current workload (break-fix tickets, work orders)
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Pipeline opportunities and anticipated business growth
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Monitor capacity vs. demand and recommend staffing adjustments
Multi-Account Resource Management
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Coordinate workforce allocation across multiple client accounts
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Ensure appropriate staffing levels to meet SLA and operational targets
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Prioritize and shift resources dynamically based on workload fluctuations
Operational Workload Management
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Analyze and manage staffing needs across:
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Break-fix ticket volumes
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Work orders and scheduled work
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Reactive vs. planned service demands
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Identify trends, risks, and gaps in coverage
Project & Program Support
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Partner with Project Managers to:
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Plan staffing for large-scale or complex initiatives
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Ensure workforce readiness and ramp-up timing
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Support project execution with appropriate resource allocation
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Track project-based resource utilization and performance
Demand Intake & Opportunity Planning
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Incorporate demand signals from multiple sources, including:
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Salesforce pipeline and upcoming sales opportunities
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Local market intelligence (business relationships, email requests, informal channels)
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Translate pipeline data into actionable workforce plans
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Collaborate with Sales and Account teams on upcoming deals and staffing implications
Qualifications
Required
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1-2+ years of experience in workforce planning, operations planning, or resource management
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Experience managing staffing across multiple accounts or business units
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Strong analytical and forecasting skills
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Proficiency in Excel (modeling, forecasting, data analysis)
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Ability to manage competing priorities in a fast-paced environment
Preferred
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Experience working with:
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Ticketing systems (e.g., ServiceNow or similar)
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CRM tools (e.g., Salesforce)
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Background in operations, field services, or technical service environments
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Experience supporting project-based staffing models
Key Competencies
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Strategic planning and foresight
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Data-driven decision making
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Cross-functional collaboration
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Problem solving and adaptability
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Strong communication and stakeholder management
Success Measures
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Accurate workforce forecasts (short- and long-term)
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SLA adherence and operational performance
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Effective staffing of projects and accounts
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Minimal capacity gaps or overstaffing
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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.
