Manager, Workforce Management
Core
Lead workforce management analytics and operations for a 24x7x365 environment supporting 6,000+ front-line associates, ensuring service levels and fiscal responsibility.
Role type
Manager, Workforce Management (Analytics & Operations)
Builds
Strategic staffing/capacity recommendations, operational strategies, and capacity-planning tools.
Domain
Insurance (Property/Casualty/Life) + Workforce Analytics
Deliverable
production ML models | dashboards & analysis | client delivery
Required skills
statistical analysis, capacity planning, budget management, process improvement, data visualization, stakeholder management, project management
Preferred skills
leadership experience, insurance industry knowledge, operational leadership
Technologies
R, SQL, Python, Dataiku, GENESYS, FIVE9, VERINT, NICE, AWD, e-File
Responsibilities
Develop and deploy reporting to share critical operating data; manage annual multi-million-dollar budgets; forecast workload volume and determine hiring needs; establish relationships with business partners and vendors; lead large-scale operational changes.
Seniority
Manager, strategic planning & team oversight
