Remote Manager, Workforce & Capacity Planning

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

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.