Job Summary

The Senior Manager, Workforce Management role requires the ability to implement workforce management initiatives, and lead, coach, and develop workforce management people, while providing business impact to our internal Service Customers.

Principal Duties and Responsibilities

• Develop workload/staffing plans (forecasts, capacity plans, schedules) to scale enterprise.

• Optimize resources and discover cost effective call routing opportunities.

• Develop accurate demand forecasts and workforce staffing models to guarantee optimal staffing level for Service contact centers and case management teams.

• Lead and/or support high-impact staffing optimization projects.

• Provide leadership and support to planning and performance of integrated resource planning processes while fine-tuning optimization of service agent resources.

• Evaluate and review implementation of projects, and assist in measuring the success thereof, certifying alignment with business plan and maintain accountability for projects and programs.

• Provide direct dissemination of actionable analysis and insights to department heads, and top-tier decision-makers.

• Monitor team performance metrics and KPIs to drive operational efficiencies.

• Ability to work with cross-functional teams to provide solutions and coordinate client needs.

• Effectively communicates organizational changes.

• Prepare comprehensive reports, analyses, presentations and recommendations for senior management, detailing workforce management successes and opportunities

Experience and Education

• Bachelor27s degree in business, insurance, or related field

• 4 years of leadership experience

• 6 years of Workforce Management experience

Required Skills and Abilities

• Previous experience developing and implementing Interactive Voice Response (IVR) application

• Tableau or other similar reporting platform experience

• Data analysis or business intelligence certification

• Project management certification

• Excellent problem-solving, leadership and decision-making skills

• Change management experience

• Strong verbal and written communication skills

Benefits Summary

• High quality voluntary health, vision, disability, life, and dental insurance programs

• 401K Matching Plan

• Employee Stock Purchase Plan

• Paid holidays, vacation, and sick leave

• Corporate sponsored programs to enhance employee physical, financial, mental, and emotional wellness

• Financial Solution Program