Manager, Workforce Management

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

At Alliant Insurance Services, we thrive on creating employee benefits solutions built on the idea that health makes growth possible. As top tier professionals dedicated to solving our clients' health and welfare insurance challenges, Alliant team members deliver an unrivaled depth of service, and our unique approach enables us to help clients stay resilient and turn change into opportunity. This position is a chance to join a dynamic, expanding company with prospects for individual and career growth.

As one of the 5 largest insurance brokerage firms in the U.S., Alliant provides property and casualty, workers' compensation, employee benefits, surety, and financial products and services to clients nationwide.

As the Manager, Workforce Management, you will be responsible for the end-to-end workforce lifecycle—from long-term forecasting to real-time execution. You will lead a dedicated team of analysts to ensure we meet rigorous service level agreements (SLAs) and contractual requirements. This is a high-impact and high-volume role that bridges the gap between operational data and strategic execution, ensuring our resources are optimized and our teams are audit-ready.

ESSENTIAL DUTIES AND 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.

QUALIFICATIONS

EDUCATION/EXPERIENCE

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

SKILLS

• Call Center experience required.
• Ability to translate complex datasets into actionable business narratives for senior stakeholders.
• Excellence in conveying staffing constraints and recommendations clearly to both frontline staff and executive leadership.
• Capability to troubleshoot unexpected challenges like volume spikes or staffing shortages under high pressure.
• High proficiency in Excel and hands-on experience with Workforce Management systems. (e.g., IEX,Verint, Salesforce, Zendesk, Calabrio)
• Experience managing teams, coaching junior analysts, and partnering with Finance and HR departmentsas well as advising senior leadership.

We are proud to provide comprehensive, high quality employee programs to meet employees’ needs now and in the future, including a very competitive financial package. We encourage you to explore what we have to offer.

Alliant Insurance Services, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment based on their qualifications and ability without regard to race, color, religion, sex (including pregnancy, childbirth, breastfeeding, sexual orientation, and gender identity), national origin, ancestry, physical or mental disability, medical condition, marital status, age, genetic information, or status as a protected veteran, in accordance with applicable federal, state, and local laws, including California law.

Applicants are protected under Federal law from discrimination. If you need an accommodation to complete the application process or would like to review these materials in an alternative format, please reach out to [e-mail]

For more information on Alliant Insurance Service's benefits, please visit www.alliant.com/about/careers/benefits