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