Senior Manager, Workforce, Technology & Insights
Core
Leading workforce planning, operational insights, telephony support, and technology enablement for Personal Insurance Operations to optimize staffing, decision-making, and customer/employee experience.
Role type
Senior Manager, Workforce, Technology & Insights
Builds
Staffing plans, operational dashboards, telephony platforms, and automation solutions for insurance operations.
Domain
Insurance / Contact Centre Operations / Workforce Management
Deliverable
production ML models | product features | dashboards & analysis | infrastructure
Required skills
Workforce management leadership, forecasting and capacity planning, telephony platform management, data analytics and reporting, technology roadmap planning, team coaching and development
Preferred skills
Experience with AI-enabled solutions, process simplification, stakeholder management, transformation initiatives
Technologies
Workforce Management systems, Telephony platforms, Contact centre technology, Predictive analytics tools
Responsibilities
Forecast future demand and plan capacity, lead teams to generate operational insights and executive reporting, manage vendor relationships and technology roadmaps, identify automation and AI opportunities, coach and develop high-performing teams
Seniority
Senior, hands-on IC with team leadership