Remote Manager, Workforce Planning & Analytics

Independence Pet Group; Chicago (IL); A distancia; USD 91.000 - 113.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Healthcare

Parental leave

Paid time off

Pet friendly office

Commuter benefits

Group Pet Insurance

Descripción de la vacante

Independence Pet Holdings 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 coach a team and partner with operations, analytics, technology, and vendor groups to optimize staffing and service levels across channels.

The ideal candidate has 7+ years in workforce management, 3+ years of people leadership, and strong Excel/BI skills.

Formación

• 7+ years in workforce management or related field.
• 3+ years in people leadership.
• Experience in high-volume multi-channel contact centers.
• Strong data interpretation and reporting skills.

Responsabilidades

• Lead forecast, scheduling, real-time adherence, and capacity planning.
• Develop staffing models and intraday management.
• Partner with cross-functional teams to align workforce plans.
• Provide executive-level reporting and recommendations.
• Drive continuous improvement with tools/automation.

Conocimientos

Workforce management

People leadership

Forecasting

Scheduling

Data analysis

Cross-functional collaboration

Educación

Bachelor's degree in Business, Operations, Analytics, Mathematics, Statistics, Communications, or related field

Herramientas

Excel

PowerPoint

BI dashboards

WFM platforms

Descripción del empleo

Independence Pet Holdings 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 coach a team and partner with operations, analytics, technology, and vendor groups to optimize staffing and service levels across channels.

The ideal candidate has 7+ years in workforce management, 3+ years of people leadership, and strong Excel/BI skills.