Remote Workforce Planning Manager

Independence Pet Group; Arizona; Remote; USD 82.000 - 103.000; Vollzeit

Benefits dieser Stelle

Healthcare benefits

Parental leave

Wellness day off

Remote work stipend

Zusammenfassung

Independence Pet Holdings, including PTZ Pet Insurance, seeks a Manager of Workforce Management to lead forecasting, scheduling, and real-time performance for a high-volume pet-insurance contact center. You will drive capacity planning, intraday actions, and data-driven staffing decisions across phone, email, chat, and digital channels.

The role requires building staffing models, leading a team, and partnering with operations, analytics, and technology to optimize service levels, cost-to-serve,

Qualifikationen

• 7+ years in workforce management or related field with contact center experience.
• 3+ years of people leadership overseeing analysts and schedulers.
• Experience supporting a high-volume, multi-skilled contact center across multiple channels.
• Strong ability to translate data into practical leadership recommendations.
• Proficiency in Excel, PowerPoint, and WFM platforms.

Aufgaben

• Forecast, schedule, and manage real-time adherence and capacity.
• Develop short- and long-term staffing forecasts using multiple data sources.
• Create staffing models to achieve service levels, occupancy, and budget goals.
• Oversee schedules, time-off planning, and coverage with internal and vendor teams.
• Provide insights on volume trends and staffing gaps to leaders.
• Align workforce plans with business priorities and product changes.
• Establish regular WFM rhythms and executive reporting.
• Lead continuous improvement via tools, automation, and AI forecasting.

Kenntnisse

Forecasting

Scheduling

Real-time adherence

Capacity planning

Analytics

Leadership

Ausbildung

Bachelor's degree

Tools

Excel

PowerPoint

Outlook

WFM platforms

Jobbeschreibung

Independence Pet Holdings, including PTZ Pet Insurance, seeks a Manager of Workforce Management to lead forecasting, scheduling, and real-time performance for a high-volume pet-insurance contact center. You will drive capacity planning, intraday actions, and data-driven staffing decisions across phone, email, chat, and digital channels.

The role requires building staffing models, leading a team, and partnering with operations, analytics, and technology to optimize service levels, cost-to-serve,