Remote Workforce Manager, Contact Center

Independence Pet Group; Alton (IL); Remote; USD 82,000 - 113,000; Full time

Benefits offered by this job

Healthcare

Parental Leave

Retirement Plan

Wellness Day off

Pet-friendly option

Job summary

Independence Pet Group, via PTZ Pet Insurance, 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. The role ensures staffing, skills, and coverage across phone, email, chat, and digital channels, partnering with operations, analytics, and vendor teams.

Remote – USA. You will build staffing models, intraday management, and executive-level reporting, driving cost efficiency and

Qualifications

• 7+ years of experience in workforce management, contact center operations, capacity planning, or a related field.
• 3+ years of people leadership experience.
• Experience supporting a high-volume, multi-skilled contact center environment across multiple channels.
• Strong knowledge of workforce management practices including forecasting, scheduling, real-time adherence, and capacity modeling.
• Experience partnering cross-functionally with operations, training, quality assurance, finance, technology, analytics, and vendors.
• Strong communication skills with the ability to explain workforce assumptions and recommendations to leaders.

Responsibilities

• Forecast, schedule, real-time adherence, and intraday management.
• Develop short-term and long-term staffing forecasts using volume, handle time, seasonality, and business initiatives.
• Create staffing models aligning with service levels, speed of answer, and budget objectives.
• Oversee schedule development, time-off planning, and coverage strategies across teams and vendors.
• Monitor real-time performance and recommend mitigation plans to balance demand and staffing.
• Provide insights on volume trends, staffing gaps, and risks to operational leaders.
• Collaborate with multiple departments to align workforce plans with business priorities.
• Establish operating rhythms: daily reviews, weekly forecasts, monthly capacity planning, executive reports.
• Identify opportunities to improve forecast accuracy, schedule efficiency, and cost-to-serve.

Skills

Forecasting

Scheduling

Real-time adherence

Capacity planning

Leadership

Cross-functional collaboration

Analytical thinking

Communication

Education

Bachelor’s degree or equivalent

Tools

Microsoft Excel

PowerPoint

Word

Outlook

Job description

Independence Pet Group, via PTZ Pet Insurance, 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. The role ensures staffing, skills, and coverage across phone, email, chat, and digital channels, partnering with operations, analytics, and vendor teams.

Remote – USA. You will build staffing models, intraday management, and executive-level reporting, driving cost efficiency and