The Senior Manager, WFM and Operational Strategy drives workforce management strategy and operational efficiency across high-volume Global Travel Operations call center teams. This is a hands-on manager who leads a small team while also partnering across functions and using data-driven insights to optimize staffing, improve associate satisfaction, and deliver measurable business outcomes.

Way of working: This is a US remote based position. Candidates must currently reside in select U.S. states where we are authorized to hire and be legally eligible to work in the US. Current or future sponsorship is not available.

Authorized States: Florida, Georgia, Maryland, North Carolina, Texas, Virginia, Illinois, Kentucky, Minnesota, South Carolina and Tennessee.

WHAT YOU WILL DO

WFM Strategy & Optimization

• Standardize data collection, reporting, and analysis across WFM functions.
• Build and maintain dashboards for service level, occupancy, adherence, shrinkage, and attrition metrics.
• Analyze workforce trends to support capacity planning and hiring recommendations.
• Monitor industry trends and emerging technologies to inform WFM strategy.

Operational Strategy & Process Improvement

• Lead initiatives to streamline operations and optimize resource utilization across multiple locations.
• Identify inefficiencies and implement solutions to improve workforce flexibility and operational performance.
• Develop and manage project plans and budgets supporting operational efficiency goals.
• Conduct post-implementation reviews to measure effectiveness and ROI.

Cross-Functional Project Leadership

• Lead cross-functional teams to deliver strategic initiatives on time and within scope.
• Partner with Operations, IT, HR, and vendors to implement and support key initiatives.
• Serve as the primary contact for project communications and stakeholder management.
• Champion workforce technology solutions, including flexible scheduling and rostering tools.

People Leadership & Operations Education

• Lead and develop a small team in a collaborative, high-performance environment.
• Serve as the WFM subject matter expert and advisor to operations leadership.
• Develop and deliver training on capacity planning, schedule optimization, and shrinkage management.
• Translate complex WFM data into clear, actionable insights.
• Create guides, playbooks, and standard operation procedures for recurring WFM processes.

WHAT YOU WILL BRING

Required

• 5+ years of WFM experience in a high-volume call center environment
• 5+ years driving process improvement or operational efficiency initiatives
• Experience with WFM platforms such as NICE, Verint, Aspect, Genesys, or similar.
• Proficiency in Excel and Power BI data analysis tools
• Proven ability to lead cross-functional teams and manage project plans and budgets
• Demonstrated ability to automate workflows and streamline reporting processes
• Experience leading technology implementation projects
• Experience managing a small team
• Fluent English

Preferred

• Bachelor's degree in Business Administration, Operations Management, Analytics, or related field
• Project Management Certification (e.g., PMP)
• Process automation tools (Power Automate, Python, or RPA)
• Employee engagement or scheduling flexibility platforms
• Change management methodologies
• Managing resources across multiple locations

What we offer

Annualized base pay range is $97,740 - $143,352 USD.

Actual base pay may vary based upon factors such as relevant experience, qualifications, internal equity of peers, and geographic location. Employees may also qualify for performance-based bonuses, merit increases, and other incentives based on individual and company performance. The availability and amount of these additional compensation elements are determined by company policy and may vary.

Our employees play an integral part in our success as a business. We appreciate that each of our employees are unique and have unique needs, ambitions and we enjoy being a part of their journey.

We are there to empower and encourage you with your personal and professional development ensuring that you take control by offering a large variety of courses and targeted development programs. All that in a global environment where international mobility and career progression are encouraged. Caring for your health and wellbeing is key priority for us. This is why we build Work Well programs to providing you with peace of mind and give the flexibility in planning and arranging for a better work-life balance. We offer a comprehensive benefits package that includes health, dental, and vision insurance, retirement savings plans, paid time off, and other employee programs. Eligibility for benefits is subject to plan terms and conditions, and may vary based on position and/or employment status.

At Allianz we use some AI-assisted technology as part of our recruitment process to help match candidates to roles based on skills, experience, job title, and location. AI supports our recruiters by enhancing the efficiency and accuracy of candidate assessments and job recommendations, while all applications are reviewed by our recruitment team and final hiring decisions are made by humans.

This posting is for an existing vacancy.

How We Hire

Allianz Partners does not accept unsolicited CV's or approaches from agencies. We only work with partners on our approved supplier lists, under contract. Any unsolicited submission will not be considered.

105400 | Operations | Professional | Non-Executive | Allianz Partners | Full-Time | Permanent