Remote Manager, Workforce Planning & Analytics

Independence Pet Group; Illinois; Remote; USD 82,000 - 113,000; Full time

Benefits offered by this job

Healthcare

Parental Leave

HSA

FSA

Retirement Plan

Paid Time Off

Paid Holidays

Wellness Day Off

Volunteer Time Off

Pet-friendly Office

Commuter Benefits

Group Pet Insurance

On the job training

Job summary

Independence Pet Holdings is seeking a Manager of Workforce Management to lead forecasting, scheduling, real-time performance, and capacity planning for a high-volume pet insurance contact center. Remote – USA, with cross-functional partnership across operations, training, QA, analytics and technology.

You will develop staffing models, intraday actions, dashboards, and executive reporting to optimize service levels, cost-to-serve, and agent experience while guiding a team of WFM professionals.

Qualifications

• 7+ years of experience in workforce management, contact center operations, capacity planning, or analytics.

Responsibilities

• Lead forecasting, scheduling, real-time adherence, capacity planning, reporting, and intraday management for a high-volume contact center.
• Develop short- and long-term staffing forecasts using volume, handle time, seasonality, and business initiatives.
• Create and maintain staffing models to meet service levels, speed of answer, and budget objectives.
• Oversee schedules, time-off planning, shrinkage assumptions, and coverage strategies with internal teams and vendors.

Job description

Independence Pet Holdings is seeking a Manager of Workforce Management to lead forecasting, scheduling, real-time performance, and capacity planning for a high-volume pet insurance contact center. Remote – USA, with cross-functional partnership across operations, training, QA, analytics and technology.

You will develop staffing models, intraday actions, dashboards, and executive reporting to optimize service levels, cost-to-serve, and agent experience while guiding a team of WFM professionals.