Strategic Workforce Manager: Forecasting & Capacity

DXC Technology; Nashville (TN); On-site; USD 120,000 - 170,000; Full time

Job summary

DXC Technology is seeking an experienced leader to drive Workforce Strategy & Leadership for Life & Annuity contact center programs. The role focuses on building and executing workforce strategies, governance, and continuous improvement to optimize service levels and customer experience.

The position requires leading and coaching diverse teams, collaborating with operations and senior leadership across multiple geographies, and delivering analytics-driven staffing decisions that balance cost and

Responsibilities

• Lead the Workforce Management function supporting multiple Life & Annuity contact center programs and client accounts.
• Develop and execute short-term and long-term workforce strategies that balance service, customer experience, employee experience, and financial performance.
• Provide leadership, coaching, and development for Workforce Leads, Workforce Analysts, Capacity Planners, and Real-Time Analysts (SSL's).
• Establish a culture of accountability, analytical excellence, continuous improvement, and customer-centric decision-making.
• Serve as a trusted advisor to Operations and senior leadership regarding workforce strategies, staffing risks, and optimization opportunities.
• Drive workforce governance, standardization, and best practices across all supported programs and geographies.

Job description

DXC Technology is seeking an experienced leader to drive Workforce Strategy & Leadership for Life & Annuity contact center programs. The role focuses on building and executing workforce strategies, governance, and continuous improvement to optimize service levels and customer experience.

The position requires leading and coaching diverse teams, collaborating with operations and senior leadership across multiple geographies, and delivering analytics-driven staffing decisions that balance cost and