Manager, Workforce Management

Nationwide Mutual Insurance Company; Columbus (OH); Hybrid; USD 97,000 - 180,000; Full time

Benefits offered by this job

Medical/dental/vision benefits

401(k) plan

Job summary

Nationwide Mutual Insurance Company seeks a Manager, Workforce Management to lead analytics and operations for a 24x7 environment. You will partner with a co-sourcing vendor and executive leadership to align capacity with demand and drive performance across 6,000+ front-line associates.

The role requires advanced analytics using R/SQL/Python/Dataiku, strong leadership, and the ability to manage multi-million-dollar budgets while delivering outstanding customer experiences.

Qualifications

• Undergraduate studies in data or business analytics, computer science, MIS or related field; post-graduate studies preferred.
• Experience in workforce management, analytics, and operations leadership is typical.
• Knowledge of contact center technology and performance metrics is a plus.

Responsibilities

• Implements a business decision support strategy with statistical analysis of productivity and audits to monitor efficiency.
• Communicates with business partners, staffing vendors, and workforce management contacts to drive insights.
• Directs development and deployment of reporting; explains variance in workload trends and resource availability.
• Partners with executive leadership to develop and manage multi-million-dollar budgets with finance and training.
• Oversees hiring/scheduling efficiency to drive fiscal responsibility.
• Leads capacity-planning tool development to forecast workload and staffing needs.

Skills

Statistical analysis

Forecasting

Leadership

Collaboration

Data visualization

Education

Bachelor’s degree in data analytics, business analytics, computer science, MIS or related field

Tools

Genesys

Five9

Verint

NICE

AWD

e-File

Job description

Are you passionate about being part of a team at a Fortune 100 company with nearly $70 billion in annual sales that delivers extraordinary care to help individuals and businesses prepare for and protect their future? If so, then Nationwide Financial could be the place for you! At Nationwide®, “on your side” goes beyond just words. Our customers and partners are at the center of everything we do and we’re looking for associates who are passionate about delivering extraordinary care. The Manager, Workforce Management (NF) is a leadership position, overseeing a team directly supporting Nationwide Financial workforce management analytics and operations. This role does not qualify for employer sponsored work authorization. Nationwide does not participate in the STEM OPT extension program. It is our intention to fill this role in Columbus, OH. The hired associate must reside within 35 miles of One Nationwide Plaza, Columbus OH, 43215. This position will be hired on a SuccessFlex basis. You will be required to come into the office, according to the department’s current hybrid schedule. #LI-KD1

Job Description Summary: We are “mission control” at Nationwide, helping business units put the right amount of people in the right place at the right time. Aligning capacity with work requires an analytical and forward-thinking approach and meaningful collaboration with functional areas across the enterprise. If you are innovative, thrive in a fast-paced, constantly evolving work environment, we want to hear from you! As a Manager of Workforce Management, you’ll partner with a co-sourcing vendor in support of operational centers with 6,000+ front line associates that operate in a 24x7x365 environment. We’ll count on you to provide an outstanding customer experience and satisfy the department’s workforce management needs by ensuring service levels are consistently met in a productive and financially responsible manner. You’ll work closely with all levels of leadership and finance to create and execute operational strategies that support the larger organization’s growth objectives. You’ll be instrumental in providing oversight of short-term planning activities as well as guidance on long-term staffing needs.

Job Description Key Responsibilities

• Implements a business decision support strategy for business unit that encompasses statistical analysis of an operation’s productivity, prepares statistical analytics, and audits current procedures to monitor efficiency of an operation and ensures service levels/turn-around-times are achieved while identifying process improvements.
• Communicates with business partners, staffing vendors, and workforce management contacts to drive expectations and deliver actionable insights to business partners.
• Directs the development and deployment of appropriate reporting to share critical operating data in a timely and effective manner; develops and communicates explanation for variance in workload trends and resource availability.
• Partners with executive leadership to develop and manage annual multi-million-dollar budgets and partners with finance, training, and others to assist with all facets of financial management.
• Provides oversight of hiring/scheduling efficiency that drives fiscal responsibility.
• Leads the development and maintenance of capacity-planning tools to accurately forecast workload volume, determine hiring needs, and staff schedules.
• Plans for the impact of or response to advertising, promotions, product launches, org changes, and seasonality to ensure adequate staffing for anticipated interaction volume; advances business-critical concerns to the appropriate contacts via proper channels within respective timeframes.
• Provide leadership on large-scale, operational changes providing insights to potential impacts on demand and/or capacity.
• Establishes and maintains relationships and serves as a trusted business advisor to executive leadership, technology, and other stakeholders to deploy and sustain new technologies, changes to operating models, new products, etc.
• Leverages statistical inferencing when conducting analysis to understand, in detail, the data, process, and technology used in an operation via tools including R, SQL, Python, Dataiku, etc., which are used in short-term and long-term models to effectively lead a team of workforce professionals in development, deployment, and maintenance of strategic weekly, monthly, and yearly staffing/capacity recommendations.
• Develops and maintains relationships with internal/external business partners.
• Identifies business needs, service requirements, key issues and alternative solutions and resources for the clients and business.
• Develops and implements strategic plans, coordinates reports, communicates performance results and develops action plans.
• Manages special projects and serves as operational data and process SME for telephony and workflow delivery data for immediate team members and associates from other areas of the company.
• May perform other responsibilities as assigned.

Reporting Relationships

Reports to Director/AVP. This is an individual contributor job and may have opportunity to manage a team.

Typical Skills and Experiences

• Education: Undergraduate studies in data or business analytics, computer science, management information, business, mathematics or related field with post-graduate studies preferred
• Experience: Typically, six or more years of experience in workforce management, developing and/or implementing operational strategy, project management, and/or operational leadership. Leadership (direct or indirect) experience preferred. Professional experience in workforce management, data analytics, operational leadership, or a related industry preferred.
• Knowledge, Abilities and Skills: Knowledge of operational applications, including but not limited to GENESYS on-prem and cloud tele, FIVE9, VERINT, NICE, AWD, e-File, etc. Knowledge of property/casualty or life insurance products, insurance processing systems and procedures, optimal practices, state regulations, and customer service practices. Ability to understand functional and operational measurement needs, analyze data requests and interpret business problems into solutions. Ability to work under tight time constraints. Capable of developing distinctive and understandable data visualizations. Other criteria, including leadership skills, competencies and experiences may take precedence.

Values

Regularly and consistently demonstrates the Nationwide Values.

Job Conditions

• Overtime Eligibility: Not Eligible (Exempt)
• Working Conditions: Normal office environment.
• ADA: The above statements cover what are generally believed to be principal and essential functions of this job. Specific circumstances may allow or require some people assigned to the job to perform a somewhat different combination of duties.

Benefits

• We have an array of benefits to fit your needs, including: medical/dental/vision, life insurance, short and long term disability coverage, paid time off with newly hired associates receiving a minimum of 18 days paid time off each full calendar year pro-rated quarterly based on hire date, nine paid holidays, 8 hours of Lifetime paid time off, 8 hours of Unity Day paid time off, 401(k) with company match, company-paid pension plan, business casual attire, and more.

Equal Opportunity and Diversity

Nationwide is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive culture where everyone feels challenged, appreciated, respected and engaged. Nationwide prohibits discrimination and harassment and affords equal employment opportunities to employees and applicants without regard to any characteristic (or classification) protected by applicable law.

NOTE TO EMPLOYMENT AGENCIES: We value the partnerships we have built with our preferred vendors. Nationwide does not accept unsolicited resumes from employment agencies. All resumes submitted by employment agencies directly to any Nationwide employee or hiring manager in any form without a signed Nationwide Client Services Agreement on file and search engagement for that position will be deemed unsolicited in nature. No fee will be paid in the event the candidate is subsequently hired as a result of the referral or through other means. Nationwide pays on a geographic-specific salary structure and placement within the actual starting salary range for this position will be determined by a number of factors including the skills, education, training, credentials and experience of the candidate; the scope, complexity and location of the role as well as the cost of labor in the market; and other conditions of employment. If a Sales job, Sales Incentives, based on performance goals are possible in addition to this range. Note on Compensation for Part-Time Roles: Please be aware that the salary ranges listed below reflect full-time compensation. Actual compensation may be prorated based on the number of hours worked relative to a full-time schedule. The national salary range for Manager, Workforce Management : $97,000.00-$180,000.00 The expected starting salary range for Manager, Workforce Management : $97,000.00 - $145,000.00 At Nationwide, we find purpose in protecting people, businesses and futures with extraordinary care – and we’ve been doing that since 1926. Our financial strength and caring culture extend beyond our associates into the communities we serve. You really can feel the difference at Nationwide, which is why we continue to be named one of the Fortune 100 Best Companies To Work For. Check out why others think we’re a great place to work, too, and let us know – can you see yourself at Nationwide? Nationwide is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive culture where everyone feels challenged, appreciated, respected and engaged. Nationwide prohibits discrimination and harassment and affords equal employment opportunities to employees and applicants without regard to any characteristic (or classification) protected by applicable law.