Senior Manager, Workforce Optimization (Remote)

Alliant Insurance Services; Irvine (CA); On-site; USD 110,000 - 140,000; Full time

Job summary

Alliant Insurance Services in Irvine is seeking a Manager, Workforce Management to lead the end-to-end workforce lifecycle—from long-range forecasting to real-time execution. You will supervise a dedicated team of analysts, ensuring we meet stringent SLAs, adhere to contractual requirements, and transform operational data into actionable insights that optimize resources.

In this high-impact role you will develop reporting programs, implement policies with stakeholders, and manage KPIs such as

Qualifications

• Bachelor's degree in a listed field or equivalent required.
• Five or more years of Workforce Management Manager experience.
• Three or more years in a leadership or people-management role.

Responsibilities

• Manage an effective reporting program for operational activity across project areas.
• Develop and implement operational policies and procedures with key stakeholders.
• Develop and maintain reports in areas including Call Center performance.
• Utilize workforce management tools and dashboards to track KPIs such as occupancy, adherence, and shrinkage.
• Partner with operations, training, and quality teams to align workforce strategies with business objectives.
• Collaborate across departments to implement standardized policies and improve forecasting and resource utilization.
• Implement contingency plans to maintain service levels during peak periods or unforeseen events.
• Manage and mentor workforce analysts, fostering a data-driven, high-performance culture.
• Supervise performance and align activities with QA, training schedules, and audit compliance.
• Monitor performance against internal or client KPIs.
• Manage audits of operations.
• Provide deep-dive analysis on SLA misses and trends to drive improvement.
• Compile data into executive reports on SLA, CSAT, and Schedule Adherence.
• Oversee WFM software platforms to automate scheduling and tracking.
• Manage QA and training programs and corrective actions for compliance.

Skills

Call Center experience

Data storytelling

Staffing constraints

Troubleshooting spikes

Excel proficiency

WF management systems

Team leadership

Finance/HR collaboration

Education

Bachelor's degree in Business Administration, Statistics, Mathematics, Economics, or Data Science

Tools

IEX

Verint

Salesforce

Zendesk

Calabrio

Job description

Alliant Insurance Services in Irvine is seeking a Manager, Workforce Management to lead the end-to-end workforce lifecycle—from long-range forecasting to real-time execution. You will supervise a dedicated team of analysts, ensuring we meet stringent SLAs, adhere to contractual requirements, and transform operational data into actionable insights that optimize resources.

In this high-impact role you will develop reporting programs, implement policies with stakeholders, and manage KPIs such as