Manager of Workforce Management

Job Summary

To support operational centers with over 6,000 front-line associates, the full-time remote Manager of Workforce Management will manage workforce planning, implement operational strategies, and collaborate with leadership to ensure service levels and financial goals are met.

Key responsibilities:

• Implement business decision support strategies, conducting statistical analysis to monitor operational efficiency and service levels
• Develop and manage annual budgets in collaboration with executive leadership, ensuring hiring and scheduling efficiency aligns with financial goals
• Establish relationships with stakeholders to deploy new technologies and operational changes while providing insights on demand and capacity impacts

Required qualifications:

• Bachelor's degree in data or business analytics, computer science, management information, business, mathematics, or a related field; postgraduate studies preferred
• Six or more years of experience in workforce management, operational strategy development, or project management
• Knowledge of operational applications such as GENESYS, FIVE9, VERINT, and NICE
• Experience in property/casualty or life insurance products and customer service practices
• Ability to analyze data and interpret business problems into actionable solutions