This role manages and oversees the design, development, and management of the workforce planning capability across our contact center and operations. Leads workforce planning services, including workforce planning diagnostics and consultations to support enterprise and divisional business objectives. Serves as the primary workforce planning thought leader and subject matter expert.
Core Responsibilities
- Hires, evaluates, and supervises crew. Provides guidance and training as necessary to develop crew. Sets performance standards, reviews performance, and makes informed compensation decisions in accordance with all applicable Human Resources policies and procedures.
- Leads the workforce planning strategy that includes insights from workforce analytics, human capital best practices, and business strategy. Directs the development and maintenance of tools and templates. Reviews, refines, and consolidates divisional workforce plans into an enterprise view that can be used to guide longer term workforce planning needs.
- Directs the enterprise, divisional, and regional business consulting engagements and planning efforts to provide solutions and guidance on large scale transformation efforts. Deploys support for workforce planning engagements, based on business demand and resources.
- Serves as a subject matter expert on workforce planning and provides advanced consultations.
- Collaborates with human resources partners to determine opportunities to conduct workforce planning engagements. Identifies critical workforce segments, talent requirements, and potential new talent sources to support business goals.
- Creates and maintains the analytic capability to inform workforce planning consulting and reporting efforts. Builds a strong understanding of external macro-economic and human capital data.
- Develops relationships and acts as a liaison with shared service partners to present business leaders with a broader context for making human capital decisions.
- Maintains an expert understanding of workforce management tools, techniques, strategies and practices. Surfaces trends and implements changes to develop a comprehensive workforce planning capability.
- Conducts predictive modeling and "what if" scenario planning to assess the impact and return on HR initiatives and workforce strategies.
- Analyzes future workforce needs in comparison with internal talent supply and external labor markets to identify potential gaps and inform intervention strategies.
- Designs and refines workforce plans along with supporting talent strategies (e.g., buy vs. build model) aligned with organizational growth and capability needs.
- Participates in special projects and performs other duties as assigned.
Qualifications
- Minimum of five years related work experience. Three years of workforce planning, consulting, or data analysis and reporting experience. Supervisory experience preferred.
- Undergraduate degree or equivalent combination of training and experience. Graduate degree preferred.
- Expertise in workforce strategy, analytics, scenario modeling, and strategic talent planning. Proficient in data interpretation, consulting engagements, workforce management tools, and translating business strategies into actionable workforce plans.
This role is part of our hybrid work model with a required three days a week onsite in our Malvern PA and Scottsdale AZ offices. Fully remote work is not available for this role.
Special Factors
Sponsorship
Vanguard is not offering visa sponsorship for this position.About Vanguard
At Vanguard, we don't just have a mission—we're on a mission.
To work for the long-term financial wellbeing of our clients. To lead through product and services that transform our clients' lives. To learn and develop our skills as individuals and as a team. From Malvern to Melbourne, our mission drives us forward and inspires us to be our best.
How We Work
Vanguard has implemented a hybrid working model for the majority of our crew members, designed to capture the benefits of enhanced flexibility while enabling in-person learning, collaboration, and connection. We believe our mission-driven and highly collaborative culture is a critical enabler to support long-term client outcomes and enrich the employee experience.