Lead, Workforce Analytics & Scheduling

Alliant; California, Northern (MO, KY); Hybrid; USD 90,000 - 120,000; Full time

Job summary

Alliant Insurance Services is seeking a Manager, Workforce Management to lead the end-to-end workforce lifecycle, from long-term forecasting to real-time execution. You will head a team of analysts to meet SLAs and contractual requirements, driving data-driven decisions in a high-volume, high-impact environment.

In this role you will partner with operations, training, and quality teams to align workforce strategies with business objectives, implement standardized policies, and ensure audit

Qualifications

• Bachelor's Degree in Business Administration, Statistics, Mathematics, Economics, or Data Science.
• Five (5) or more years Workforce Management Manager experience.
• Three (3) or more years in a leadership or people-management role.

Responsibilities

• Manage an effective reporting program that gathers, prepares, trends, and analyzes operational activity as necessary for all project areas as needed.
• Develop and implement operational policies and procedures in collaboration with other key stakeholders.
• Develop and maintain reports in areas including Call Center performance.
• Utilize workforce management tools and reporting dashboards to track KPIs such as occupancy, adherence, and shrinkage.
• Partner with operations, training, and quality teams to align workforce strategies with business objectives.
• Collaborate across departments to implement standardized policies and improve the accuracy of forecasting and resource utilization.
• Implement contingency plans to maintain service levels during peak periods or unforeseen events.
• Manage and mentor workforce analysts, fostering a culture of high performance and data-driven decision-making.
• Supervise performance and align workforce activities with quality assurance, training schedules, and audit compliance.
• Monitor performance against key indicators established internally or by the clients.
• Manage audits of operations.
• Provide deep-dive analysis on service level misses and operational trends to drive continuous improvement.
• Compiling data into reports for executive leadership on key metrics like Service Level Agreements (SLAs),Customer Satisfaction (CSAT), and Schedule Adherence.
• Overseeing specialized Workforce Management software platforms such as UKG, NICE, Verint, Calabrio or Assembled to automate scheduling and tracking.
• Manage all Workforce Management projects' quality assurance and training programs as well as corrective actions to ensure compliance.
• Performs all duties in accordance with all company policies and procedures, and all federal, state and local laws, wherein the Company operates.
• Performs other duties as assigned.

Skills

Call Center

Data storytelling

Stakeholder comms

Forecasting

Excel

WFM systems

Team leadership

Education

Bachelor's degree

5+ years WFM experience

Leadership experience

Tools

IEX

Verint

Salesforce

Zendesk

Calabrio

Job description

Alliant Insurance Services is seeking a Manager, Workforce Management to lead the end-to-end workforce lifecycle, from long-term forecasting to real-time execution. You will head a team of analysts to meet SLAs and contractual requirements, driving data-driven decisions in a high-volume, high-impact environment.

In this role you will partner with operations, training, and quality teams to align workforce strategies with business objectives, implement standardized policies, and ensure audit