The Workforce Management (WFM) Manager is responsible for leading Workforce Management strategy and execution across a portfolio of Life & Annuity contact center operations supporting multiple clients. This leader owns the end-to-end workforce management function, including forecasting, capacity planning, scheduling, real-time management, reporting, analytics, resource optimization, and workforce technology enablement. Serving as a strategic business partner to Operations, Client Management, Training, Quality, HR, Technology, and senior leadership, this role ensures workforce strategies align with service level commitments, client contractual obligations, regulatory requirements, customer experience objectives, and financial targets. The successful candidate will bring deep expertise in contact center workforce management, Life & Annuity operations, workforce analytics, and workforce technology platforms. This leader will be responsible for driving operational excellence, workforce modernization, data-driven decision-making, and continuous improvement while building a high-performing workforce management organization. Key Responsibilities Workforce Strategy & Leadership • Lead the Workforce Management function supporting multiple Life & Annuity contact center programs and client accounts. • Develop and execute short-term and long-term workforce strategies that balance service, customer experience, employee experience, and financial performance. • Provide leadership, coaching, and development for Workforce Leads, Workforce Analysts, Capacity Planners, and Real-Time Analysts (SSL's). • Establish a culture of accountability, analytical excellence, continuous improvement, and customer-centric decision-making. • Serve as a trusted advisor to Operations and senior leadership regarding workforce strategies, staffing risks, and optimization opportunities. • Drive workforce governance, standardization, and best practices across all supported programs and geographies. Forecasting, Capacity Planning & Staffing • Own all forecasting and staffing models, ensuring forecasts remain accurate, current, and aligned with business demand. • Develop monthly, quarterly, annual, and long-range workforce plans supporting business growth and client requirements. • Lead scenario planning and "what-if" modeling activities to assess impacts of volume fluctuations, business changes, regulatory events, and client initiatives. • Create staffing recommendations that achieve contractual service level commitments while optimizing labor costs. • Partner with Operations leaders to evaluate staffing gaps, productivity opportunities, and workload balancing strategies. • Analyze forecast accuracy and implement corrective actions to continually improve planning effectiveness. Scheduling, Real-Time Management & Performance Optimization • Oversee workforce scheduling practices to maximize efficiency while maintaining employee engagement and operational flexibility. • Ensure effective management of shrinkage, occupancy, adherence, overtime, and intraday staffing adjustments. • Lead intraday and command center activities to proactively manage performance risks and service disruptions. • Drive decision making through real-time analysis and workforce performance monitoring. • Ensure workforce recovery plans are established and executed during performance challenges, system outages, or unexpected volume events. Client Partnership & Service Delivery • Partner directly with client stakeholders to deliver workforce solutions that support business objectives and contractual obligations. • Manage workforce-related elements of client governance, reviews, business updates, and strategic planning sessions. • Translate workforce performance data into actionable business recommendations. • Utilize the Listen, Learn, and Act philosophy to strengthen client relationships and proactively identify opportunities for improvement. • Support new client implementations, business expansions, and workforce integration activities. Reporting, Analytics & Business Insights • Own workforce reporting strategy and governance for internal and client-facing needs. • Deliver executive-level reporting that clearly communicates: o What happened? o Why it happened? o Business impact (So What?) o Recommended actions (Now What?) • Develop dashboards, KPI scorecards, forecasting tools, and analytical models supporting decision-making. • Identify trends, risks, root causes, and opportunities through advanced data analysis. • Drive automation and modernization of workforce reporting capabilities. Technology & Transformation Leadership • Act as the Workforce Management business owner for workforce technologies and platform enhancements. • Lead business requirements, testing, implementation, and adoption efforts for workforce management systems and contact center technologies. • Partner with IT and vendors on technology launches, upgrades, integrations, and optimization initiatives. • Drive continuous improvement through automation, AI, digital transformation, and advanced analytics. • Champion workplace modernization initiatives that enhance workforce productivity, efficiency, scalability, and employee experience. Financial & Operational Management • Align workforce planning with budgetary and financial objectives. • Evaluate labor utilization, staffing costs, productivity performance, and operational efficiency. • Support financial planning, budget forecasting, and business case development. • Identify opportunities to improve margins through workforce optimization strategies. • Ensure workforce recommendations support client profitability and DXC operational objectives. Risk, Compliance & Governance • Ensure workforce processes support client contractual obligations, regulatory requirements, operational controls, and audit expectations. • Drive compliance with workforce management policies, procedures, and service standards. • Support business continuity planning and workforce contingency strategies. • Identify operational risks and implement mitigation plans. Required Qualifications Education • Bachelor's degree in Business Management, Operations, Analytics, Computer Science, Finance, Mathematics, or related field preferred or equivalent combination of education and relevant experience will be considered. Experience • 10+ years of Workforce Management experience in large-scale BPS/BPO contact center environments. • 10+ years of progressive leadership experience managing Workforce Management teams. • Demonstrated experience supporting Life & Annuity, Insurance, Financial Services, BPO, or regulated service environments. • Experience managing workforce functions across multiple clients, programs, locations, or geographies. • Proven experience in forecasting, capacity planning, scheduling, real-time management, reporting, and workforce optimization. Preferred Qualifications • Life & Annuity or Insurance Operations experience. • Business Process Services (BPS/BPO) experience. • Multi-client or shared services workforce management leadership experience. • Experience leading workforce functions in hybrid, remote, and global operating environments. • Six Sigma Green Belt, Black Belt, Lean, PMP, or equivalent certification. • LOMA, FINRA, or other insurance industry certifications. Technical Expertise Workforce Management Platforms Expert-level experience with one or more of: • NICE / inContact • Verint Workforce Management • AWS Connect • Genesys Cloud • Aspect • IEX • Equivalent enterprise WFM platforms Data & Analytics Advanced proficiency in: • Microsoft Excel (advanced formulas, Power Query, modeling) • Power BI • Microsoft PowerPoint • Microsoft Word • SQL and data analytics concepts • Data lakes, repositories, data governance, and reporting architecture • Workforce automation and visualization tools Leadership Competencies The successful candidate will demonstrate: • Executive presence and business acumen • Strategic thinking and workforce optimization expertise • Strong analytical and problem-solving abilities • Exceptional communication and storytelling skills • Client relationship management excellence • Change leadership and transformation experience • Talent development and succession planning capability • Cross-functional influence and stakeholder management • Accountability, ownership, and results orientation • Commitment to diversity, inclusion, and employee engagement Success Measures Performance in this role will be measured through: • Forecast Accuracy • Service Level Achievement • Occupancy and Utilization Performance • Staffing Optimization • Schedule Efficiency • Client Satisfaction • Employee Engagement • Workforce Technology Adoption • Financial Performance • Continuous Improvement Outcomes • Executive and Client Stakeholder Confidence Work Environment • Hybrid work environment based in Nashville, TN. • Periodic travel may be required based on client needs, operational requirements, and leadership events. • Ability to support a multi-time-zone workforce operation and participate in off-hours leadership activities when business needs require.