Remote Senior Manager, Workforce Planning

Independence Pet Group; Yuma (AZ); Remote; USD 82,000 - 103,000; Full time

Benefits offered by this job

Healthcare

Parental leave

Retirement plan

Paid time off

Wellness day off

Pet-friendly office environment

Job summary

Independence Pet Holdings, the parent of PTZ Pet Insurance, is seeking a Manager of Workforce Management to lead forecasting, scheduling, and real-time performance for a high-volume contact center. You will guide a team of WFM professionals and partner with operations, training, QA, analytics, and technology to optimize staffing and costs while delivering an exceptional pet-parent experience.

The role requires strong data-driven decision making, cross-functional collaboration, and the ability to

Qualifications

• 7+ years in workforce management, contact center operations, capacity planning, or related field.
• 3+ years of people leadership experience managing workforce management analysts, schedulers or real-time analysts.
• Experience supporting high-volume, multi-skilled contact centers across channels (phone, email, chat, etc.).
• Strong knowledge of forecasting, scheduling, shrinkage planning, real-time adherence, intraday management, occupancy, utilization, and service level planning.

Responsibilities

• Lead, coach, and develop a team responsible for forecasting, scheduling, real-time adherence, capacity planning, reporting, and intraday management.
• Develop staffing forecasts using historical volume, handle time, seasonality, growth, and initiatives.
• Create and maintain staffing models to meet service levels, speed of answer, and budget objectives.
• Oversee schedule development, time-off planning, and coverage strategies across teams and vendors.
• Provide insights on trends, gaps, risks, and mitigations to operations leaders.
• Partner with cross-functional teams to align workforce plans with business priorities.
• Develop dashboards and reports translating data into actionable leadership recommendations.

Skills

Forecasting

Scheduling

Real-time adherence

Intraday management

Data analysis

Cross-functional collaboration

Education

Bachelor’s degree in Business, Operations, Analytics, Mathematics

Tools

Microsoft Excel

PowerPoint

Word

Outlook

Reporting dashboards

WFM platforms

Job description

Independence Pet Holdings, the parent of PTZ Pet Insurance, is seeking a Manager of Workforce Management to lead forecasting, scheduling, and real-time performance for a high-volume contact center. You will guide a team of WFM professionals and partner with operations, training, QA, analytics, and technology to optimize staffing and costs while delivering an exceptional pet-parent experience.

The role requires strong data-driven decision making, cross-functional collaboration, and the ability to