Manager, Workforce Management

🕒 August 22

🏄 California, Washington – Remote

🏄 California – Remote ☕ Washington – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Alliant Insurance Services

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1925

🛡️ Insurance

🤝 B2B

💼 Consulting

💰 $690M Debt Financing - Alliant Insurance Services on 2019-10

Insurance • B2B • Consulting

Alliant Insurance Services is a national insurance brokerage and risk-management firm that provides property & casualty insurance, employee benefits consulting, reinsurance, claims assistance, disaster preparedness and recovery, captive insurance, and a range of industry-specific risk solutions (e. g. , agribusiness, aviation, construction, cyber, energy, healthcare, real estate & hospitality, transportation). The firm emphasizes benefits consulting and human capital services in addition to traditional brokerage, and positions itself as a full-service advisor for commercial clients. Alliant is one of the largest brokers in the U. S. , noting roughly $5. 7B in revenue and $55B+ in premiums, and is ranked among the top brokers nationally and globally.

📋 Description

• Manage an effective reporting program that gathers, prepares, trends, and analyzes operational activity • Develop and implement operational policies and procedures with key stakeholders • Develop and maintain reports, including Call Center performance reports • Utilize workforce management tools and reporting dashboards to track occupancy, adherence, and shrinkage KPIs • Partner with operations, training, and quality teams to align workforce strategies with business objectives • Collaborate across departments to standardize policies and improve forecasting and resource utilization accuracy • Implement contingency plans during peak periods or unforeseen events • Manage and mentor workforce analysts • Supervise performance and align workforce activities with quality assurance, training schedules, and audit compliance • Monitor performance against internal and client-established key indicators • Manage operations audits • Provide deep-dive analysis on service level misses and operational trends • Compile executive leadership reports on SLAs, CSAT, and schedule adherence • Oversee Workforce Management software platforms such as UKG, NICE, Verint, Calabrio, or Assembled • Manage quality assurance, training programs, and corrective actions for Workforce Management projects • Perform duties in accordance with company policies, procedures, and applicable federal, state, and local laws • Perform other duties as assigned

🎯 Requirements

• Bachelor's Degree Business Administration, Statistics, Mathematics, Economics, or Data Science • Five (5) or more years Workforce Management Manager experience • Three (3) or more years in a leadership or people-management role • Call Center experience required • Ability to translate complex datasets into actionable business narratives for senior stakeholders • Excellence in conveying staffing constraints and recommendations clearly to both frontline staff and executive leadership • Capability to troubleshoot unexpected challenges like volume spikes or staffing shortages under high pressure • High proficiency in Excel and hands-on experience with Workforce Management systems, e.g., IEX, Verint, Salesforce, Zendesk, Calabrio • Experience managing teams, coaching junior analysts, and partnering with Finance and HR departments as well as advising senior leadership