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
- 3-5+ 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.
Skills Required
- 3-5+ 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 for modeling, forecasting, and data analysis
- Ability to manage competing priorities in a fast-paced environment
- Experience with ticketing systems such as ServiceNow or similar
- Experience with CRM tools such as Salesforce
- Background in operations, field services, or technical service environments
- Experience supporting project-based staffing models
Black Box Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Black Box and has not been reviewed or approved by Black Box.
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Healthcare Strength — Healthcare coverage is described as comprehensive, spanning medical and prescription drug coverage plus dental and vision plan options. Life and disability protections are also included, along with EAP and emergency travel assistance.
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Leave & Time Off Breadth — Time-off offerings are described as broad, including paid time off, company holidays, floating holidays, and multiple leave types such as jury duty and bereavement leave. Paid time off and benefits are also characterized as “good” in at least one recent account.
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Retirement Support — Retirement and tax-advantaged savings options include a 401(k), FSAs, and an HSA with company contributions. A company match is also cited in one instance, suggesting some employer support for retirement saving.
Black Box Insights
What We Do
Black Box is a global digital infrastructure integrator delivering network and system integration services and solutions, support services, and technology products to businesses in the United States, Europe, India, Asia Pacific, the Middle East, and Latin America and has around 4,000 professionals globally. Black Box has strong service offerings in network integration, digital connectivity infrastructure, data center build-out, modern workplace, and cybersecurity for businesses across various industries including financial services, technology, healthcare, retail, public services like airports; manufacturing, and other sectors.
