Lead Workforce Management: Forecasting & Scheduling

Globe Life; Town of Texas (WI); On-site; USD 90,000 - 140,000; Full time

Job summary

Globe Life is seeking a Workforce Management Manager to oversee forecasting, scheduling, staffing strategies and real-time resource management for our Sales Agent Contact Center. You will partner with operations leadership to ensure the right people are available at the right times while driving improvements in efficiency, service levels, and sales performance.

This role is ideal for an experienced WFM professional looking to help build a best-in-class workforce management function with strong

Qualifications

• Bachelor's degree or equivalent experience required.
• WFM leadership experience required.
• Strong call center analytics experience helpful.

Responsibilities

• Oversee forecasting, scheduling, staffing strategies, and real-time resource management for Sales Agent Contact Center.
• Partner with operations leadership to ensure right people are available at the right times.
• Improve efficiency, service levels, and sales performance through data-driven decisions.
• Help build a best-in-class workforce management function.

Skills

WFM leadership

Forecasting

Capacity planning

Queue management

Advanced Excel

Leadership

Call center

NICE/Verint/Genesys

Power BI

Tableau

Education

Bachelor's degree

Tools

NICE/Verint/Genesys

Power BI

Tableau

Job description

Globe Life is seeking a Workforce Management Manager to oversee forecasting, scheduling, staffing strategies and real-time resource management for our Sales Agent Contact Center. You will partner with operations leadership to ensure the right people are available at the right times while driving improvements in efficiency, service levels, and sales performance.

This role is ideal for an experienced WFM professional looking to help build a best-in-class workforce management function with strong