Staffing Solutions Organization LLC (SSO), an affiliate of Public Consulting Group LLC (PCG), is focused on delighting clients with world-class managed staffing and talent consulting services. SSO is committed to a diverse workforce, which is a reflection of our clients and the people they serve. Operations Resource Strategist (Workforce Manager) Department of Employee Trust Funds (ETF) Hours/Week: 40 Duration: More than 12 months Work Model: 100% Remote (Candidates outside WI accepted) Who We Are The Department of Employee Trust Funds (ETF) manages retirement, insurance, and benefit programs for more than 600,000 state and local government employees and retirees within the Wisconsin Retirement System (WRS). ETF is committed to providing high‑quality, accurate services that support and empower its members. Position Summary The Operations Resource Strategist serves as the primary resource for service capacity planning, forecasting, and resource optimization for the Member Services Bureau. This role analyzes operational data from call center systems, appointment scheduling platforms, case management tools, and outreach events to forecast demand and align staffing resources to service level goals. The Strategist works closely with bureau leadership, supervisors, and cross‑divisional partners to develop staffing models, scheduling scenarios, and contingency plans that ensure the right coverage for phone, virtual, in‑person, group interactions, benefits processing, and casework production. In addition to daily and long‑term capacity planning, this role leads operational analytics initiatives, supports customer experience improvements, identifies process and technology enhancements, and serves as a subject matter expert on resource optimization. This newly established position reflects ETF’s strategic focus on strengthening enterprise capacity planning and maturing operational management practices. Required Experience - 3 to 5 years of experience in capacity planning, workforce planning, service operations analytics, or a similar operational planning role. Top Required Skills - Ability to analyze operational data and translate findings into staffing and workload recommendations. - Experience supporting forecasting or capacity planning in a customer service, contact center, or operational environment. - Strong proficiency in Microsoft Excel or similar tools for data analysis and reporting. - Ability to develop staffing plans or scheduling scenarios aligned with service or production goals. - Knowledge of service performance metrics such as service levels, response times, productivity, and throughput. - Experience working with operational systems (call center platforms, scheduling tools, case management systems, etc.). - Strong analytical and problem‑solving skills with high attention to detail. - Ability to communicate complex information clearly to supervisors and leadership. Nice to Have Skills - Experience in a dedicated workforce management, capacity planning, or operations planning role. - Experience balancing real‑time customer contact coverage with case processing or back‑office workloads. - Experience building or refining forecasting models using historical data and demand assumptions. - Experience developing dashboards or working with BI teams to enhance reporting. - Basic familiarity with workforce management or service optimization software. - Experience supporting process improvement or operational efficiency initiatives. - Experience working in the public sector or a regulated or benefits administration environment. What We’re Looking For ETF is seeking a collaborative, analytical professional who is energized by using data to improve service delivery and operational performance. Strong candidates demonstrate sound judgment, curiosity, and an ability to translate complex information into practical staffing and planning strategies. The ideal candidate can manage multiple priorities, work effectively across teams, and help build sustainable capacity planning practices that support employee experience and member outcomes. Keyword Search Terms Operations Resource Strategist, Workforce Manager, Capacity Planning, Workforce Planning, Workforce Management, Operations Analyst, Service Operations Analytics, Contact Center Analytics, Call Center Workforce Planning, Resource Optimization, Staffing Models, Forecasting, Demand Forecasting, Scheduling Scenarios, Operations Planning, Workforce Forecasting, Service Level Management, Productivity Analysis, Operational Reporting, Case Management Systems, Call Center Platforms, Scheduling Tools, Operational Data Analysis, Workforce Analytics, Data Modeling, Excel Reporting, Operational Efficiency, Process Improvement, Public Sector Operations, Benefits Administration, Member Services Operations, Remote Operations Roles, Service Delivery Optimization, Resource Planning, Cross‑Functional Collaboration, Operational Strategy, Enterprise Capacity Planning. Compensation for roles at Staffing Solutions Organization LLC (SSO) varies depending on a wide array of factors including, but not limited to, the specific office location, role, skill set, and level of experience. As required by applicable law, SSO provides a reasonable range of compensation for this role. In addition, SSO provides a range of benefits for this role. Applicants must be authorized to work in the U.S. This position is not eligible for work authorization sponsorship (including H-1B sponsorship) by SSO and under the federal laws relating to the F-1 STEM EAD program, this position is not eligible to support a STEM EAD extension application. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, marital status, age, national origin, protected veteran status, or disability. Staffing Solutions Organization LLC is an E-Verify participant.

• Contract negotiation and compliance with contract commitments and commercial risk assessment & management of risk processes in the commercial (ITO - Inquiry-to-Order) phase. • Overall engagement with the proposal generation process and commercial negotiations, to ensure commercial intensity & compliance to the Grid Solutions Deal Risk Management process (Policy 5.0). • Drive commercial operations and risk management initiatives at ITO and improved rigor in deal making/closure & for a better operation excellence to ensure proper risk management throughout the deal lifecycle. • Provide systematic & efficient analysis of contracts for maximizing financial and operational performance & minimizing risk with proper mitigations. • Review and redline customer terms and conditions (T&Cs) and other commercial & contractual documents. • Lead and finalize the contractual schemes, Industrial models while engaging with all respective stakeholders (Tax, Legal, commercial Finance, Controllers, Operations, EHS). • Proper identification & registration of identified risks in Risk Assessment Matrix tool and Salesforce Tool. • Build & operate Risk Review sessions to drive early engagement, strategy development & respective approvals ensuring leadership alignment. • Own the ComOps and respective risk process, including the use of tools and governance instances. • Draft, discuss & negotiate NDA, Consortium Agreements, declaration forms etc. with potential partners. • Develop commercial expertise across regional Commercial & Sales teams. • Support of ITO teams by applying KPIs and challenging risk/opportunity assessment & propose mitigation strategies.

• Contract negotiation and compliance with contract commitments and commercial risk assessment & management of risk processes in the commercial (ITO - Inquiry-to-Order) phase. • Engage with the proposal generation process and commercial negotiations to ensure compliance to the Grid Solutions Deal Risk Management process (Policy 5.0). • Drive commercial operations and risk management initiatives at ITO for improved rigor in deal making/closure. • Provide systematic & efficient analysis of contracts for maximizing financial and operational performance while minimizing risk. • Review and redline customer terms and conditions (T&Cs) and other commercial & contractual documents. • Lead and finalize the contractual schemes, Industrial models while engaging with all respective stakeholders (Tax, Legal, commercial Finance, Controllers, Operations, EHS). • Identify & register risks in Risk Assessment Matrix tool and Salesforce Tool. • Build & operate Risk Review sessions to drive early engagement, strategy development & respective approvals ensuring leadership alignment. • Own the ComOps and respect risk process, ensuring development of consistent operations in ITO adhering to policies and processes. • Drafting, discussing & negotiating NDA, Consortium Agreements, declaration forms with potential Partners. • Develop commercial expertise across regional Commercial & Sales teams.

• Act as a liaison between STAT Courier and external stakeholders to educate on STAT Courier services and ensure customer satisfaction • Address and resolve all inquiries, including escalated emergent requests, in a timely and professional manner to the satisfaction of all stakeholders • Draft, prepare and maintain assigned RFP’s; manage assigned awarded contracts • Implement new business operations • Define, implement and maintain contract goals and business outcomes, ensuring compliance and attainment • Act as a main point of contact for Clients, when issues related to their program arise • Provide ongoing, day-to-day service support to client personnel • Present annual plan reviews and work in a consultative manner with key Clients • Analyze data to identify areas for improvement • Positively represent STAT Courier at in-services events and trade shows, acting as subject matter expert • Educate Clients on STAT Courier procedures and services • Lead and manage a team of drivers and staff, providing guidance and support • Interview, hire, and manage drivers in multiple regions • Meet, coach and mentor direct reports at least once monthly; this can include providing or seeking feedback, setting expectations, updates and development opportunities • Manage and maintain fleet levels including, but not limited to, talent acquisition, training, compliance, coverage, and documentation • Provide executive updates/reports to the Director, as required • Provide requested data/information to internal stakeholders who are assisting in the continuous monitoring and coordination of quality management activities • Uphold all STAT Courier Corporate values • Adhere to and follow all STAT Courier policies and procedures at all times • Ensure compliance with all relevant laws and regulatory regulations • Ability to drive a route when necessary • Travel throughout assigned region