Senior Manager, WFM – Operational Strategy

Job not on LinkedIn

🕒 September 3

🐊 Florida, Illinois, +8 more states – Remote

🐊 Florida – Remote 🌽 Illinois – Remote 🐎 Kentucky – Remote 🌲 North Carolina – Remote 🦀 Maryland – Remote ❄️ Minnesota – Remote 🌴 South Carolina – Remote 🎸 Tennessee – Remote 🤠 Texas – Remote ⚔️ Virginia – Remote

💵 $97.7k - $143.4k / year

⏰ Full Time

🟠 Senior

👔 Manager

👻 Ghost score 0%

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Allianz

WebsiteLinkedInAll Job Openings

10,000+ employees

🛡️ Insurance

💸 Finance

💰 $85M Post-IPO Equity - Allianz on 2018-04

Insurance • Finance

Allianz is a global financial services company founded in 1890 that provides insurance and asset management solutions to individuals and organizations across more than 70 countries. The company employs actuaries, advisors, underwriters, lawyers, marketers, and technology specialists, and emphasizes digital transformation and AI skills across roles. Allianz promotes workplace inclusion, privacy-conscious hiring practices, financial education through programs like Allianz School For Life, and engages in sponsorship and recognition programs such as partnerships with the Olympic & Paralympic movements and various workplace and training awards.

📋 Description

• 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 • 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 • 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 • 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

🎯 Requirements

• 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 • Must currently reside in an authorized U.S. state • Must be legally eligible to work in the US • Current or future sponsorship is not available

🏖️ Benefits

• Performance-based bonuses • Merit increases • Professional development courses and targeted development programs • International mobility and career progression opportunities • Work Well health and wellbeing programs • Flexible work-life balance arrangements • Health insurance • Dental insurance • Vision insurance • Retirement savings plans • Paid time off • Other employee programs