Manager, Workforce Analytics & Capacity Planning

Nationwide; Scottsdale (AZ); On-site; USD 97,000 - 180,000; Full time

Benefits offered by this job

Medical/Dental/Vision

Life Insurance

Disability Insurance

Paid Time Off

Holidays

401(k) Match

Pension Plan

Business Casual

Job summary

Nationwide is seeking a Manager, Workforce Management to lead a team supporting analytics and operations in a large, 24x7 environment. The role partners with vendors and executives to forecast workload, hire, and staff capacity while maintaining service levels and financial discipline.

Responsibilities include developing reporting, guiding short- and long-term staffing, and driving capacity actions aligned with business goals. Strong data skills and cross-functional collaboration are essential.

Qualifications

• Undergraduate studies in data analytics or related field; post-graduate preferred.
• Six+ years in workforce management, analytics, or operational leadership.
• Experience with statistical/inferential methods and capacity planning.

Responsibilities

• Lead workforce management analytics and strategic capacity planning.
• Develop and manage budgets and staffing plans across units.
• Partner with executives to implement operating-model changes.
• Build and maintain reporting and data visualizations for leadership.
• Serve as SME for telephony/workflow data and cross-functional projects.

Skills

Statistical analysis

Forecasting

Leadership

Communication

Data visualization

Education

Undergraduate studies in data analytics / related field

Tools

GENESYS

FIVE9

VERINT

NICE

R

SQL

Python

Dataiku

Job description

Nationwide is seeking a Manager, Workforce Management to lead a team supporting analytics and operations in a large, 24x7 environment. The role partners with vendors and executives to forecast workload, hire, and staff capacity while maintaining service levels and financial discipline.

Responsibilities include developing reporting, guiding short- and long-term staffing, and driving capacity actions aligned with business goals. Strong data skills and cross-functional collaboration are essential.