Manager, Workforce Management
Role Overview
Leads workforce planning, forecasting, scheduling, real-time performance management, and capacity planning for a high-volume pet insurance contact center.
Supports service, sales, retention, claims, billing, and customer experience goals across phone, email, chat, messaging, and digital channels.
Key Skills for This Role
Full Job Posting
About the company
Independence Pet Holdings manages pet health brands and services, including insurance, pet education, and lost recovery services.
PTZ Pet Insurance offers insurance and related services through a multi-brand and omnichannel model.
Role overview
Leads workforce planning, forecasting, scheduling, real-time performance management, and capacity planning for a high-volume pet insurance contact center.
Supports service, sales, retention, claims, billing, and customer experience goals across phone, email, chat, messaging, and digital channels.
Work location
- The job location is remote in the USA.
Responsibilities
- Lead and develop workforce management professionals across forecasting, scheduling, adherence, reporting, and intraday management.
- Build staffing forecasts and models; oversee schedules, shift bids, time-off planning, shrinkage, and coverage.
- Monitor real-time performance and advise leaders on demand, staffing gaps, service risks, and mitigation.
- Partner across contact center functions and establish operating reviews, capacity plans, dashboards, and leadership reporting.
- Analyze trends and root causes; support launches, regulatory changes, process updates, and technology changes.
- Coordinate with vendor and BPO partners and improve tools and processes, including automation and AI-enabled forecasting.
- Ensure processes support compliant, accurate, and empathetic service for customers, policyholders, veterinary partners, and internal stakeholders.
Basic qualifications
- 7+ years of experience in workforce management, contact center operations, capacity planning, operations analytics, or related field.
- 3+ years of people leadership experience in workforce management or operations support.
- Experience supporting a high-volume, multi-skilled contact center in one or more channels.
- Strong knowledge of forecasting, scheduling, shrinkage, real-time adherence, intraday management, occupancy, utilization, service-level planning, and capacity modeling.
- Ability to interpret operational data, identify trends and root causes, and make practical recommendations for leaders.
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