Manager, Workforce Management

🕒 Outubro 6

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $82.275 - $102.843 / ano

⏰ Tempo Integral

🟠 Sênior

🔴 Especialista

👔 Gerente

👻 Score fantasma 4%

O que significa: a chance de ninguém estar realmente contratando para esta vaga.Como ler: 60% ou mais significa que achamos que é uma vaga fantasma. Pontuações mais baixas preocupam menos.Por que essa pontuação:

• Aberta há 37 dias.
• As vagas desta empresa costumam ser preenchidas em 27 dias.

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Independence Pet Group

SiteLinkedInTodas as Vagas

1001 - 5000 funcionários

🛡️ Seguros

👥 B2C

🧘 Bem-estar

Insurance • B2C • Wellness

A Independence Pet Group é uma das maiores organizações de seguro e serviços para animais de estimação da América do Norte. A empresa apoia o seguro para mais de 800. 000 pets nos EUA e Canadá, com a missão de fortalecer o vínculo entre os animais e seus donos através de produtos e serviços inovadores. A IPG oferece uma gama abrangente de opções de subscrição, soluções turnkey para parceiros e produtos de seguro voltados para o consumidor para apoiar os pets ao longo de suas vidas. A empresa abriga várias marcas de seguros, fornecendo suporte vital e serviços na indústria de cuidados para animais de estimação.

Descrição

• Lead, coach, and develop a workforce management team • Develop short- and long-term staffing forecasts using volume, handle time, seasonality, growth, marketing, product, claims, and business data • Create and maintain staffing models supporting service level, speed of answer, abandonment, productivity, occupancy, utilization, shrinkage, training, sales, retention, and budget objectives • Oversee schedule development, shift bids, time-off planning, shrinkage assumptions, and coverage strategies for internal and outsourced teams • Monitor real-time contact center performance and direct intraday actions • Provide operational leaders with insights on volume trends, staffing gaps, service risks, queue performance, and mitigation plans • Partner with customer service, sales, claims, billing, retention, quality assurance, training, compliance, product, finance, analytics, technology, and vendor teams • Establish daily, weekly, monthly, and executive workforce management reporting rhythms • Analyze performance trends and root causes to improve forecast accuracy, schedule efficiency, adherence, productivity, and cost-to-serve • Support product launches, partner programs, regulatory changes, process updates, technology implementations, and contact routing changes • Ensure compliant, accurate, and empathetic service processes • Develop dashboards, reports, and performance narratives with recommendations and action plans • Partner with vendor management and BPO partners on staffing plans, forecast assumptions, schedule coverage, performance risk, and operational readiness • Drive continuous improvement through workforce tools, automation, AI-enabled forecasting, self-service reporting, and process enhancements • Perform other duties and responsibilities as assigned

🎯 Requisitos

• 7+ years of experience in workforce management, contact center operations, capacity planning, operations analytics, or a related field • 3+ years of people leadership experience, including experience leading workforce management analysts, schedulers, real-time analysts, or operations support professionals • Experience supporting a high-volume, multi-skilled contact center environment across channels such as phone, email, chat, messaging, case management, or back-office workflows • Strong knowledge of forecasting, scheduling, shrinkage planning, real-time adherence, intraday management, occupancy, utilization, service level planning, and capacity modeling • Ability to interpret operational data, identify trends, assess root causes, and translate insights into practical recommendations • Experience partnering cross-functionally with operations, training, quality assurance, finance, technology, analytics, compliance, and vendor teams • Strong communication skills with frontline leaders, senior leaders, and non-technical stakeholders • Proficiency with Microsoft Excel, PowerPoint, Word, Outlook, reporting dashboards, and workforce management or contact center platforms • Ability to work in a fast-paced, performance-driven environment • Preferred: experience managing remote, hybrid, multi-site, omnichannel, or outsourced contact center teams • Preferred: hands-on experience with workforce management platforms, telephony systems, CRM tools, quality monitoring systems, and business intelligence dashboards • Preferred: experience improving forecast accuracy, schedule efficiency, adherence, service level performance, and cost efficiency • Preferred: Bachelor’s degree in Business, Operations, Analytics, Mathematics, Statistics, Communications, or a related field, or equivalent practical experience

🏖️ Benefícios

• Comprehensive full medical, dental and vision Insurance • Basic Life Insurance at no cost to the employee • Company paid short-term and long-term disability • 12 weeks of 100% paid Parental Leave • Health Savings Account (HSA) • Flexible Spending Accounts (FSA) • Retirement savings plan • Personal Paid Time Off • Paid holidays and company-wide Wellness Day off • Paid time off to volunteer at nonprofit organizations • Pet friendly office environment • Commuter Benefits • Group Pet Insurance • On the job training and skills development • Employee Assistance Program (EAP) • Bonus or incentive pay eligibility

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