Manager, Workforce Management

🕒 October 6

🇺🇸 United States – Remote

💵 $82.3k - $102.8k / year

⏰ Full Time

🟠 Senior

🔴 Lead

👔 Manager

👻 Ghost score 0%

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Independence Pet Group

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1001 - 5000 employees

🛡️ Insurance

👥 B2C

🧘 Wellness

Insurance • B2C • Wellness

Independence Pet Group is one of North America’s largest pet insurance and services organizations. The company supports insurance for more than 800,000 pets in the U. S. and Canada, with a mission to strengthen the bond between pets and their owners through innovative products and services. IPG offers a comprehensive range of underwriting options, turnkey partner solutions, and consumer-facing insurance products to support pets throughout their lives. The company is home to several insurance brands, providing vital support and services in the pet care industry.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

• 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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