Vice President, Workforce Planning Management - Chase Travel

Join our dynamic Workforce Management team at Chase Travel Group, where strategic workforce solutions are at the forefront of enhancing customer service and operational efficiency. This team delivers Chase Travel Group customer service businesses with strategic workforce solutions to meet customer demand, enhance operational efficiency, support business objectives, and drive continuous improvement. 

As a Vice President, Workforce Planning Management within Chase Travel Group, you will lead the strategic workforce planning efforts for the Workforce Management team. You will be responsible for developing and implementing strategies that impact staffing and service levels, ensuring alignment with the organization's service objectives and financial goals. You will lead a team of workforce planners, collaborate with key stakeholders, and utilize data-driven insights to foster a culture of continuous improvement and operational efficiency.

Job Responsibilities

• Lead and mentor a team of workforce planners, fostering a collaborative and high-performance culture within the team and demonstrating proven leadership and team management skills, enhancing strategic alignment.
• Identify opportunities for process improvements and implement best practices in workforce management, focusing on innovative workforce strategies and continuous improvement to enhance operational efficiency.
• Stay updated with industry trends and innovations in workforce planning.
• Work closely with senior leaders across finance, call center operations, human resources, recruiting, training, and voice of the customer teams.
• Build strong relationships with internal and external stakeholders to ensure alignment and effective communication.
• Engage with a wide range of stakeholders to align workforce strategies with overall business goals.
• Align workforce planning with servicing objectives and financial goals and develop and implement workforce planning strategies to ensure optimal staffing levels.
• Influence broader strategic decisions impacting staffing across Chase Travel Group.
• Utilize analytics, data correlation, and applied mathematics to drive workforce planning decisions.
• Employ advanced analytics to inform strategic workforce decisions, rather than just financial reporting.
• Present data-driven insights and recommendations to senior leadership.

Required qualifications, capabilities, and skills

• 7+ years of experience in workforce management for a contact center environment.
• Proven track record of strategic decision-making and effective team leadership.
• Bachelor’s degree in business, workforce management, statistics, or a related field.
• Strong analytical skills with expertise in data correlation and applied mathematics.
• Excellent business acumen and presentation skills.
• Ability to build strong relationships and influence diverse stakeholders and clients.

Preferred qualifications, capabilities, and skills

• MBA or advanced degree preferred.
• Familiarity using workforce management software and tools. 
• Proficient in creating and delivering presentations to executive audiences.
• Experience leading change management initiatives and managing complex projects.

Chase is a leading financial services firm, helping nearly half of America’s households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs. 

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions.  We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process. 

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

Equal Opportunity Employer/Disability/Veterans