Remote Manager, Workforce Planning & Scheduling

Independence Pet Group; United States; Remote; USD 82.000 - 103.000; Vollzeit

Zusammenfassung

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. This remote USA role partners with operations, training, QA, analytics, and vendor teams to optimize staffing, productivity, and cost while delivering exceptional pet parent experience.

You will build staffing models, monitor intraday performance, and deliver insights to leadership on trends and risks.

Qualifikationen

• 7+ years in workforce management or related fields.
• 3+ years in people leadership within contact center.
• Experience with high-volume, multi-channel contact centers.
• Strong ability to interpret operational data and translate to leadership.
• Proven cross-functional collaboration across operations, finance, analytics, and technology.

Aufgaben

• Lead forecasting, scheduling, real-time adherence, and intraday planning.
• Develop staffing models to meet service levels, speed of answer, and cost targets.
• Oversee schedule development, time-off planning, and coverage with vendors.
• Provide insights on volume trends, risks, and mitigation plans to leaders.
• Partner with multiple teams to align workforce plans with priorities.
• Create dashboards and reports translating data into actionable plans.

Kenntnisse

Forecasting

Scheduling

Real-time adherence

Data analysis

Cross-functional collaboration

Excel/BI tools

Ausbildung

Bachelor’s degree

Tools

WFM platforms

CRM tools

BI dashboards

Telephony systems

Jobbeschreibung

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. This remote USA role partners with operations, training, QA, analytics, and vendor teams to optimize staffing, productivity, and cost while delivering exceptional pet parent experience.

You will build staffing models, monitor intraday performance, and deliver insights to leadership on trends and risks.