Manager, Workforce Management

Globe Life; Town of Texas (WI); On-site; USD 90,000 - 140,000; Full time

Job summary

Globe Life is seeking a Workforce Management Manager to oversee forecasting, scheduling, staffing strategies and real-time resource management for our Sales Agent Contact Center. You will partner with operations leadership to ensure the right people are available at the right times while driving improvements in efficiency, service levels, and sales performance.

This role is ideal for an experienced WFM professional looking to help build a best-in-class workforce management function with strong

Qualifications

• Bachelor's degree or equivalent experience required.
• WFM leadership experience required.
• Strong call center analytics experience helpful.

Responsibilities

• Oversee forecasting, scheduling, staffing strategies, and real-time resource management for Sales Agent Contact Center.
• Partner with operations leadership to ensure right people are available at the right times.
• Improve efficiency, service levels, and sales performance through data-driven decisions.
• Help build a best-in-class workforce management function.

Skills

WFM leadership

Forecasting

Capacity planning

Queue management

Advanced Excel

Leadership

Call center

NICE/Verint/Genesys

Power BI

Tableau

Education

Bachelor's degree

Tools

NICE/Verint/Genesys

Power BI

Tableau

Job description

Job Description

Do you enjoy turning operational data into business results?

Globe Life is looking for a Workforce Management Manager to oversee forecasting, scheduling, staffing strategies, and real-time resource management for our growing Sales Agent Contact Center.

You’ll partner closely with operations leadership to ensure the right people are available at the right time while improving efficiency, service levels, and sales performance.

This is an excellent opportunity for an experienced WFM professional looking to help build a best-in-class workforce management function.

Desired Skills

• Workforce Management leadership
• Forecasting and capacity planning
• Scheduling optimization
• Real-time queue management
• Advanced Excel
• Power BI or Tableau preferred
• NICE, Verint, Genesys or similar WFM systems
• Strong analytical skills
• Leadership experience
• Call center experience
• Bachelor's degree or equivalent experience

Company Description

For more than 120 years, Globe Life has helped protect working families by providing life and supplemental health insurance products across the United States. As one of the nation's largest providers of individual life insurance, Globe Life serves millions of policyholders through multiple distribution channels and is consistently recognized for its financial strength and long-term stability.

Today, Globe Life is investing in the future by building innovative sales and service operations supported by modern technology, data-driven decision making, and exceptional leadership. We’re looking for professionals who enjoy solving complex challenges, leading change, and making a measurable impact on the customer experience.