Strategic Workforce Management Lead

Alliant Insurance Services; United States; Remote; USD 90,000 - 130,000; Full time

Job summary

Alliant Insurance Services is seeking a Manager, Workforce Management who will oversee end-to-end workforce lifecycle—from long-term forecasting to real-time execution. You will lead a team of analysts to meet SLAs and contractual requirements, driving data-driven decisions and audit readiness across the organization.

The role emphasizes transforming operational data into strategic insights, resource optimization, and collaboration with operations, HR, and finance to sustain service levels

Qualifications

• Bachelor's degree in Business Administration, Statistics, Mathematics, Economics, or Data Science.
• Five (5) or more years Workforce Management Manager experience.
• Three (3) 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.
• Maintain reports on Call Center performance.
• Track KPIs such as occupancy, adherence, and shrinkage via WFM tools.
• Collaborate with operations, training, and quality teams on workforce strategies.
• Standardize policies to improve forecasting accuracy and resource utilization.
• Implement contingency plans to maintain service levels during peaks.
• Mentor workforce analysts and foster data-driven decision-making.
• Align workforce activities with QA, training, and audit compliance.

Skills

Call Center experience

Data storytelling

Stakeholder communication

Forecasting under pressure

Excel proficiency

WFM systems

Education

Bachelor's degree in Business/Analytics/Data Science

5+ years Workforce Management Manager experience

3+ years leadership/people-management

Tools

UKG

NICE

Verint

Calabrio

Job description

Alliant Insurance Services is seeking a Manager, Workforce Management who will oversee end-to-end workforce lifecycle—from long-term forecasting to real-time execution. You will lead a team of analysts to meet SLAs and contractual requirements, driving data-driven decisions and audit readiness across the organization.

The role emphasizes transforming operational data into strategic insights, resource optimization, and collaboration with operations, HR, and finance to sustain service levels