Manager, Workforce Management
Core
Lead workforce planning, forecasting, scheduling, and real-time performance management for a high-volume pet insurance contact center to ensure staffing meets service and business goals.
Role type
Manager, Workforce Management
Builds
Staffing models, schedules, and capacity plans for multi-channel contact center operations
Domain
Insurance / Contact Center Operations
Required skills
Workforce forecasting, scheduling, real-time adherence management, capacity planning, data analysis, cross-functional partnership, stakeholder communication, Microsoft Excel, workforce management platforms
Preferred skills
Remote/hybrid team management, vendor management, process improvement, BI dashboards
Responsibilities
Lead and develop a team of workforce management professionals; develop short-term and long-term staffing forecasts; create and maintain staffing models; oversee schedule development and coverage strategies; monitor real-time contact center performance; provide insights on volume trends and staffing gaps; partner with operations, finance, and technology teams; establish workforce management operating rhythms; analyze performance trends to improve efficiency; support new product launches and technology implementations; develop dashboards and performance reports; partner with vendor management; drive continuous improvement in workforce tools and automation.
Seniority
Manager, people leadership
