Manager, Workforce Management

independencepetgroup; Chicago (IL); A distancia; USD 110.000 - 140.000; Jornada completa

Descripción de la vacante

Independence Pet Holdings, parent to PTZ Pet Insurance, is seeking a Manager of Workforce Management to lead forecasting, scheduling, real-time adherence, and capacity planning for a high-volume pet insurance contact center.

You will collaborate with operations, training, QA, analytics, finance, and technology teams to align staffing with service levels, sales, retention, and customer experience goals across phone, email, chat, and digital channels. Remote-first role in the USA.

Formación

• 7+ years of experience in workforce management, contact center operations, capacity planning, operations analytics, or related field.
• 3+ years of people leadership experience, including leading workforce management analysts, schedulers, real-time analysts, or operations support professionals.
• Experience supporting a high-volume, multi-skilled contact center environment across channels (phone, email, chat, messaging, case management, or back-office workflows).
• Strong knowledge of forecasting, scheduling, shrinkage planning, real-time adherence, intraday management, occupancy, utilization, service level planning, and capacity modelling.
• Demonstrated ability to interpret operational data, identify trends, assess root causes, and translate insights into practical recommendations for leadership.
• Experience partnering cross-functionally with operations, training, quality assurance, finance, technology

Responsabilidades

• Lead, coach, and develop a team responsible for forecasting, scheduling, real-time adherence, capacity planning, reporting, and intraday management.
• Develop short-term and long-term staffing forecasts using historical volume, handle time, seasonality, growth assumptions, marketing activity, product changes, claims trends, and business initiatives.
• Create and maintain staffing models that support service level, speed of answer, abandonment, productivity, occupancy, utilization, shrinkage, training, sales, retention, and budget objectives.
• Oversee schedule development, shift bids, time-off planning, shrinkage assumptions, and coverage strategies across internal teams and outsourced vendor partners.
• Monitor real-time contact center performance and direct intraday actions to balance customer demand, staffing availability, service level commitments, and employee experience.
• Provide timely insights to operational leaders on emerging volume trends, staffing gaps, service risks, queue performance, and recommended mitigation plans.
• Partner with customer service, sales, claims, billing, retention, quality assurance, training, compliance, product, finance, analytics, and technology teams to align workforce plans with business priorities.
• Establish workforce management operating rhythms, including daily performance reviews, weekly forecast reviews, monthly capacity planning, and executive-level reporting.
• Analyze performance trends and root causes to identify opportunities to improve forecast accuracy, schedule efficiency, adherence, productivity, and cost-to-serve.
• Support new product launches, partner programs, regulatory changes, process updates, technology implementations, and contact routing changes with accurate staffing and capacity planning.
• Ensure workforce management processes support compliant, accurate, and empathetic service for pet parents, policyholders, veterinary partners, and internal stakeholders.
• Develop dashboards, reports, and performance narratives that translate data into clear recommendations and action plans for leadership.
• Partner with vendor management and BPO partners to validate staffing plans, forecast assumptions, schedule coverage, performance risk, and operational readiness.
• Drive continuous improvement by evaluating workforce tools, automation, AI-enabled forecasting, self-service reporting, and process enhancements that improve efficiency and customer experience.
• Perform other duties and responsibilities as assigned.

Conocimientos

Forecasting

Scheduling

Real-time analysis

Capacity planning

Leadership

Data-driven decision making

Cross-functional collaboration

Descripción del empleo

Established in 2021, Independence Pet Holdings is a corporate holding company that manages a diverse and broad portfolio of modern pet health brands and services, including insurance, pet education, lost recovery services, and more throughout North America.

We believe pet insurance is more than a financial product and build solutions to simplify the pet parenting journey and help improve the well-being of pets. As a leading authority in the pet category, we operate with a full stack of resources, capital, and services to support pet parents. Our multi-brand and omni-channel approach include our own insurance carrier, insurance brands and partner brands.

Job Summary:

PTZ Pet Insurance is seeking a Manager of Workforce Management who is responsible for leading workforce planning, forecasting, scheduling, real-time performance management, and capacity planning for a high-volume pet insurance contact center. This role ensures the organization has the right staffing, skills, and coverage to meet service level, sales, retention, claims support, billing, and customer experience goals across phone, email, chat, messaging, and digital service channels. The Manager will lead a team of workforce management professionals, partner closely with contact center operations, training, quality assurance, analytics, technology, and vendor teams, and use data-driven insights to optimize staffing, productivity, cost efficiency, and pet parent experience.

Job Location:

Remote - USA

Main Responsibilities:

• Lead, coach, and develop a team responsible for forecasting, scheduling, real-time adherence, capacity planning, reporting, and intraday management.
• Develop short-term and long-term staffing forecasts using historical volume, handle time, seasonality, growth assumptions, marketing activity, product changes, claims trends, and business initiatives.
• Create and maintain staffing models that support service level, speed of answer, abandonment, productivity, occupancy, utilization, shrinkage, training, sales, retention, and budget objectives.
• Oversee schedule development, shift bids, time-off planning, shrinkage assumptions, and coverage strategies across internal teams and outsourced vendor partners.
• Monitor real-time contact center performance and direct intraday actions to balance customer demand, staffing availability, service level commitments, and employee experience.
• Provide timely insights to operational leaders on emerging volume trends, staffing gaps, service risks, queue performance, and recommended mitigation plans.
• Partner with customer service, sales, claims, billing, retention, quality assurance, training, compliance, product, finance, analytics, and technology teams to align workforce plans with business priorities.
• Establish workforce management operating rhythms, including daily performance reviews, weekly forecast reviews, monthly capacity planning, and executive-level reporting.
• Analyze performance trends and root causes to identify opportunities to improve forecast accuracy, schedule efficiency, adherence, productivity, and cost-to-serve.
• Support new product launches, partner programs, regulatory changes, process updates, technology implementations, and contact routing changes with accurate staffing and capacity planning.
• Ensure workforce management processes support compliant, accurate, and empathetic service for pet parents, policyholders, veterinary partners, and internal stakeholders.
• Develop dashboards, reports, and performance narratives that translate data into clear recommendations and action plans for leadership.
• Partner with vendor management and BPO partners to validate staffing plans, forecast assumptions, schedule coverage, performance risk, and operational readiness.
• Drive continuous improvement by evaluating workforce tools, automation, AI-enabled forecasting, self-service reporting, and process enhancements that improve efficiency and customer experience.
• Perform other duties and responsibilities as assigned.

Basic Qualifications:

• 7+ years of experience in workforce management, contact center operations, capacity planning, operations analytics, or a related field.
• 3+ years of people leadership experience, including experience leading workforce management analysts, schedulers, real-time analysts, or operations support professionals.
• Experience supporting a high-volume, multi-skilled contact center environment across one or more channels, such as phone, email, chat, messaging, case management, or back-office workflows.
• Strong knowledge of workforce management practices, including forecasting, scheduling, shrinkage planning, real-time adherence, intraday management, occupancy, utilization, service level planning, and capacity modelling.
• Demonstrated ability to interpret operational data, identify trends, assess root causes, and translate insights into practical recommendations for leadership.
• Experience partnering cross-functionally with operations, training, quality assurance, finance, technology