Workforce Planning Manager

Join the Ritz-Carlton Yacht Collection:  Where Every Voyage is a Symphony of Luxury

Embark on an extraordinary journey with the Ritz-Carlton Yacht Collection, an exquisite extension of the renowned Ritz-Carlton brand, dedicated to redefining ultra-luxury hospitality at sea. As a "Lady or Gentleman" of our esteemed team, you'll be entrusted with the art of delivering the impeccable "Gold Standards" that have made the Ritz-Carlton an epitome of excellence across the globe.

The Essence of Excellence: The Gold Standards
The Gold Standards are the bedrock of the Ritz-Carlton experience, setting us apart in the industry and establishing a legacy of unparalleled service. These standards embody the values and culture that define our brand, and serve as the compass guiding our every endeavor.

The Employee Promise

At The Ritz-Carlton, our Ladies & Gentlemen are the most important resource in our service commitment to each other and our guests.

By applying the principles of trust, honesty, respect, integrity, and commitment, we empower and nurture talent to the benefit of each individual and the company.

The Ritz-Carlton fosters a culture where all are valued, quality of life is enhanced, individual aspirations are fulfilled, and The Ritz-Carlton Mystique is strengthened.

Join us on a journey where every day is a testament to the highest standard of luxury and service. Apply now and be part of an unparalleled legacy in hospitality.

Key Responsibilities

Workforce Strategy & Planning

• Develop and execute enterprise-wide workforce management strategies aligned with business goals and service level targets.
• Own long-term capacity planning includes budget modeling, hiring plans, and scenario analysis.
• Partner with Sales, Finance and Operations to align staffing plans with financial forecasts and growth projections.

Forecasting & Capacity Modeling

• Lead short-term and long-term forecasting across multiple channels.
• Build and continuously refine forecasting models using historical data, trends, and business drivers.
• Conduct scenario planning to support peak periods, seasonality, and business changes.

Headcount & Staffing Optimization

• Oversee headcount planning, ensuring optimal staffing levels to meet SLAs while controlling labor costs.
• Analyze staffing gaps, shrinkage, and attrition trends to proactively adjust hiring and scheduling strategies.

Drive continuous improvement in workforce efficiency and utilization.

• Scheduling & Real-Time Management
• Ensure effective scheduling practices that balance service levels, agent experience, and operational constraints.
• Oversee real-time adherence, intraday performance, and contingency planning.
• Implement tools and processes to improve real-time decision-making.

People Leadership & Team Development

• Lead, mentor, and develop a team of WFM managers, analysts, and schedulers.
• Foster a high-performance culture focused on accountability, collaboration, and continuous improvement.
• Establish clear KPIs and development plans for team members.

Technology & Process Optimization

• Own and optimize WFM systems (e.g., NICE, Verint, Genesys, etc.).
• Drive automation, reporting enhancements, and process improvements.
• Ensure data integrity and reporting accuracy across all WFM functions.

Cross-Functional Collaboration

• Partner closely with Operations, HR, Finance, and IT to align workforce strategies with business needs.
• Provide insights and recommendations to senior leadership on staffing, performance, and operational risks.

Key Qualifications

• 8–12+ years of workforce management experience in a high-volume contact center environment.
• 3–5+ years in a leadership role managing WFM teams.
• Proven expertise in forecasting, capacity planning, and headcount modeling.
• Strong analytical skills with experience using WFM tools and data visualization platforms.
• Deep understanding of contact center metrics (e.g., service level, AHT, occupancy, shrinkage).
• Experience managing multi-channel and/or global contact center operations preferred.
• Excellent leadership, communication, and stakeholder management skills.
• Bachelor’s degree required; advanced degree or certifications (e.g., Six Sigma, WFM certifications) preferred.

Key Competencies

• Strategic thinking and problem-solving
• Data-driven decision-making
• Leadership and team development
• Operational excellence
• Change management
• Cross-functional influence

Success Metrics

• Achievement of service level and response time targets
• Forecast accuracy and schedule efficiency
• Labor cost optimization
• Employee engagement and retention within WFM team
• Continuous improvement in operational KPIs

The Ritz-Carlton Yacht Collection is an Equal opportunity, inclusive employer and will consider all applicants for employment with the Company on the basis of merit, competence and qualifications without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, or any other category protected by federal, state, or local law.