Manager, Workforce Management

Independence Pet Group; Mesa (AZ); Remote; USD 82,000 - 103,000; Full time

Benefits offered by this job

Healthcare

Parental leave

Paid time off

Health Savings Account (HSA)

Job summary

Independence Pet Holdings seeks a Manager of Workforce Management to lead forecasting, scheduling, real-time adherence, and capacity planning for a high-volume pet insurance contact centre. The role requires coordinating with operations, training, QA, finance, analytics and technology teams to optimize staffing and performance.

You will develop dashboards, drive intraday actions, and provide data-driven insights to leadership while ensuring empathetic service across channels.

Qualifications

• 7+ years of experience in workforce management or related fields.
• 3+ years of people leadership experience in a WFM context.
• Experience supporting a high-volume, multi-skilled contact centre across channels.
• Strong knowledge of forecasting, scheduling, real-time adherence, and capacity modelling.
• Ability to interpret operational data and translate insights for leadership.
• Cross-functional collaboration with operations, training, QA, finance, tech and analytics.

Responsibilities

• Lead forecasting, scheduling, real-time adherence, capacity planning, and intraday management.
• Develop staffing forecasts using volume, handle time, seasonality, and business initiatives.
• Create staffing models to meet service levels, occupancy, and budget goals.
• Oversee schedules, time-off planning, and coverage strategies with internal and outsourced teams.
• Provide actionable insights on trends, risks, and mitigation plans to leaders.
• Partner with multiple functions to align workforce plans with priorities.
• Establish WFM rhythms: daily reviews, weekly forecasts, monthly capacity planning.

Skills

Forecasting

Scheduling

Intraday management

Capacity planning

Data analysis

Leadership

Cross-functional collaboration

Education

Bachelor's degree in Business/Operations/Analytics/Mathematics/Statistics/Communications

Tools

Excel

PowerPoint

Word

Outlook

Reporting dashboards

WFM platforms

CRM tools

Job description

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 centre. 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 centre operations, training, quality assurance, analytics, technology, and vendor teams, and use data-driven insights to optimise 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, utilisation, 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 centre 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 programmes, 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 centre 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 centre 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, utilisation, 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, analytics, compliance, and vendor teams.
• Strong communication skills with the ability to explain workforce assumptions, risks, and recommendations to frontline leaders, senior leaders, and non-technical stakeholders.
• Proficiency with Microsoft Excel, PowerPoint, Word, Outlook, reporting dashboards, and workforce management or contact centre platforms.
• Ability to work in a fast-paced, performance-driven environment where contact volumes, staffing needs, and business priorities may change quickly.

Preferred Qualifications

• Experience managing workforce plans for remote, hybrid, multi-site, omnichannel, or outsourced contact centre teams.
• Hands‑on experience with workforce management platforms, telephony systems, CRM tools, quality monitoring systems, and business intelligence dashboards.
• Experience improving forecast accuracy, schedule efficiency, adherence, service level performance, and cost efficiency through process improvement and technology adoption.
• Bachelor’s degree in Business, Operations, Analytics, Mathematics, Statistics, Communications, or a related field, or equivalent practical experience.

Compensation

National base pay range: $82,275 - $102,843 per year. Chicago base pay range: $90,503 - $113,127 per year. This is the range we reasonably expect to pay at hire. Placement within the range depends on job‑related factors such as experience, skills, and certifications. This position is eligible for bonus or incentive pay. Base pay is one part of a total rewards package that includes the benefits listed below.

Interview Technology Notice

Please note that phone and video interviews or screenings may be recorded and transcribed using interview technology to support our recruitment process. By continuing with the interview, you consent to this use.

Text Messaging Notice

If you provide a mobile phone number, you may receive job‑related communications via text message. Message and data rates may apply. You may opt out of text communications at any time by replying "STOP".

All of our jobs come with great benefits including healthcare, parental leave and opportunities for career advancements. Some offerings are dependent upon the location of where you work and can include the following:

• Comprehensive full medical, dental and vision Insurance
• Basic Life Insurance at no cost to the employee
• Company paid short‑term and long‑term disability
• 12 weeks of 100% paid Parental Leave
• Health Savings Account (HSA)
• Flexible Spending Accounts (FSA)
• Retirement savings plan
• Personal Paid Time Off
• Paid holidays and company-wide Wellness Day offPaid time off to volunteer at nonprofit organisations
• Pet friendly office environment
• Commuter Benefits
• Group Pet Insurance
• On the job training and skills development
• Employee Assistance Program (EAP)

Interview Technology Notice

Please note that phone and video interviews or screenings may be recorded and transcribed using interview technology to support our recruitment process. By continuing with the interview, you consent to this use.

Text Messaging Notice

If you provide a mobile phone number, you may receive job‑related communications via text message. Message and data rates may apply. You may opt out of text communications at any time by replying "STOP".