Lead, Workforce Analytics & Capacity Planning

Nationwide Mutual Insurance Company; Columbus (OH); On-site; USD 97,000 - 180,000; Full time

Benefits offered by this job

Medical/dental/vision benefits

401(k) plan

Job summary

Nationwide Mutual Insurance Company seeks a Manager, Workforce Management to lead analytics and operations for a 24x7 environment. You will partner with a co-sourcing vendor and executive leadership to align capacity with demand and drive performance across 6,000+ front-line associates.

The role requires advanced analytics using R/SQL/Python/Dataiku, strong leadership, and the ability to manage multi-million-dollar budgets while delivering outstanding customer experiences.

Qualifications

• Undergraduate studies in data or business analytics, computer science, MIS or related field; post-graduate studies preferred.
• Experience in workforce management, analytics, and operations leadership is typical.
• Knowledge of contact center technology and performance metrics is a plus.

Responsibilities

• Implements a business decision support strategy with statistical analysis of productivity and audits to monitor efficiency.
• Communicates with business partners, staffing vendors, and workforce management contacts to drive insights.
• Directs development and deployment of reporting; explains variance in workload trends and resource availability.
• Partners with executive leadership to develop and manage multi-million-dollar budgets with finance and training.
• Oversees hiring/scheduling efficiency to drive fiscal responsibility.
• Leads capacity-planning tool development to forecast workload and staffing needs.

Skills

Statistical analysis

Forecasting

Leadership

Collaboration

Data visualization

Education

Bachelor’s degree in data analytics, business analytics, computer science, MIS or related field

Tools

Genesys

Five9

Verint

NICE

AWD

e-File

Job description

Nationwide Mutual Insurance Company seeks a Manager, Workforce Management to lead analytics and operations for a 24x7 environment. You will partner with a co-sourcing vendor and executive leadership to align capacity with demand and drive performance across 6,000+ front-line associates.

The role requires advanced analytics using R/SQL/Python/Dataiku, strong leadership, and the ability to manage multi-million-dollar budgets while delivering outstanding customer experiences.