Manager, Workforce Management

Job Description Summary

Key Responsibilities

• Implements a business decision support strategy for business unit that encompasses statistical analysis of an operation’s productivity, prepares statistical analytics, and audits current procedures to monitor efficiency of an operation and ensures service levels/turn-around-times are achieved while identifying process improvements. Communicates with business partners, staffing vendors, and workforce management contacts to drive expectations and deliver actionable insights to business partners. Directs the development and deployment of appropriate reporting to share critical operating data in a timely and effective manner; develops and communicates explanation for variance in workload trends and resource availability.
• Partners with executive leadership to develop and manage annual multi-million-dollar budgets and partners with finance, training, and others to assist with all facets of financial management. Provides oversight of hiring/scheduling efficiency that drives fiscal responsibility. Leads the development and maintenance of capacity-planning tools to accurately forecast workload volume, determine hiring needs, and staff schedules. Plans for the impact of or response to advertising, promotions, product launches, org changes, and seasonality to ensure adequate staffing for anticipated interaction volume; advances business-critical concerns to the appropriate contacts via proper channels within respective timeframes. Provide leadership on large-scale, operational changes providing insights to potential impacts on demand and/or capacity.
• Establishes and maintains relationships and serves as a trusted business advisor to executive leadership, technology, and other stakeholders to deploy and sustain new technologies, changes to operating models, new products, etc. Leverages statistical inferencing when conducting analysis to understand, in detail, the data, process, and technology used in an operation via tools including R, SQL, Python, Dataiku, etc., which are used in short-term and long-term models to effectively lead a team of workforce professionals in development, deployment, and maintenance of strategic weekly, monthly, and yearly staffing/capacity recommendations.
• Develops and maintains relationships with internal/external business partners. Identifies business needs, service requirements, key issues, alternative solutions and resources for the clients and business. Develops and implements strategic plans, coordinates reports, communicates performance results and develops action plans.
• Manages special projects and serves as operational data and process SME for telephony and workflow delivery data for immediate team members and associates from other areas of the company.
• May perform other responsibilities as assigned.
• Reporting Relationships: Reports to Director/AVP. This is an individual contributor job and may have opportunity to manage a team.

Typical Skills and Experiences

• Education: Undergraduate studies in data or business analytics, computer science, management information, business, mathematics or related field with post-graduate studies preferred
• Experience: Typically, six or more years of experience in workforce management, developing and/or implementing operational strategy, project management, and/or operational leadership. Leadership (direct or indirect) experience preferred. Professional experience in workforce management, data analytics, operational leadership, or a related industry preferred.

Knowledge, Abilities and Skills

• Knowledge of operational applications, including but not limited to GENESYS on-prem and cloud tele, FIVE9, VERINT, NICE, AWD, e-File, etc. Knowledge of property/casualty or life insurance products, insurance processing systems and procedures, optimal practices, state regulations, and customer service practices. Ability to understand functional and operational measurement needs, analyze data requests and interpret business problems into solutions. Ability to work under tight time constraints. Capable of developing distinctive and understandable data visualizations.
• Other criteria, including leadership skills, competencies and experiences may take precedence.
• Staffing exceptions to the above must be approved by the hiring manager’s leader and Human Resource Business Partner.
• Values: Regularly and consistently demonstrates the Nationwide Values.

Job Conditions

Benefits

• We have an array of benefits to fit your needs, including: medical/dental/vision, life insurance, short and long term disability coverage, paid time off with newly hired associates receiving a minimum of 18 days paid time off each full calendar year pro-rated quarterly based on hire date, nine paid holidays, 8 hours of Lifetime paid time off, 8 hours of Unity Day paid time off, 401(k) with company match, company-paid pension plan, business casual attire, and more. To learn more about the benefits we offer, click here .
• Nationwide is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive culture where everyone feels challenged, appreciated, respected and engaged. Nationwide prohibits discrimination and harassment and affords equal employment opportunities to employees and applicants without regard to any characteristic (or classification) protected by applicable law.

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