Head of Workforce Analytics & Capacity Planning

OhioX; Columbus, Northern (OH, KY); Hybrid; USD 97,000 - 180,000; Full time

Benefits offered by this job

Health insurance

Life insurance

Disability coverage

Paid time off

401(k) match

Job summary

Nationwide is seeking a Manager, Workforce Management in Columbus, OH to lead a team supporting 24x7 workforce analytics and operations. The role partners with vendors and executive leadership to optimize staffing, capacity, and service levels while ensuring fiscal responsibility.

This is a hybrid office-based role near Columbus with frequent collaboration across departments. You will oversee short-term and long-term staffing strategies, work with data tools like GENESYS/FIVE9/VERINT, and liaise

Qualifications

• Undergraduate studies in data or business analytics, computer science, management information, business, mathematics or related field with post-graduate studies preferred.
• Typically six or more years of experience in workforce management, developing and/or implementing operational strategy, project management, and/or operational leadership.
• Knowledge of operational applications including GENESYS on-prem and cloud telephony, FIVE9, VERINT, NICE, AWD, e-File, etc., and insurance processes.

Responsibilities

• Implements a business decision support strategy for the business unit, analyzing productivity and auditing procedures to ensure service levels are met.
• Partners with executive leadership to develop and manage annual multi-million-dollar budgets and staffing plans.
• Leads the development and maintenance of capacity-planning tools to forecast workload and staffing needs.
• Develops and maintains relationships with internal/external partners to deploy new technologies and operating models.
• Manages special projects and serves as SME for telephony and workflow data.

Skills

Leadership experience

Data analytics

Education

Undergraduate studies in data/business analytics

Tools

GENESYS

FIVE9

VERINT

NICE

AWD

e-File

Job description

Nationwide is seeking a Manager, Workforce Management in Columbus, OH to lead a team supporting 24x7 workforce analytics and operations. The role partners with vendors and executive leadership to optimize staffing, capacity, and service levels while ensuring fiscal responsibility.

This is a hybrid office-based role near Columbus with frequent collaboration across departments. You will oversee short-term and long-term staffing strategies, work with data tools like GENESYS/FIVE9/VERINT, and liaise