Workforce Management Manager

Job Summary

Leading workforce planning and performance management, the full-time remote Manager of Workforce Management will oversee staffing, forecasting, and scheduling for a high-volume pet insurance contact center while collaborating with various operational teams to enhance productivity and customer experience.

Key responsibilities

• Lead and develop a team focused on forecasting, scheduling, and real-time performance management
• Analyze historical data to create short-term and long-term staffing forecasts that meet service level and operational goals
• Monitor contact center performance and implement intraday actions to balance customer demand and staffing availability

Required qualifications

• 7+ years of experience in workforce management or contact center operations
• 3+ years of people leadership experience in workforce management roles
• Strong knowledge of workforce management practices, including forecasting and scheduling
• Experience in a high-volume, multi-skilled contact center environment
• Proficiency with workforce management platforms and Microsoft Office tools