WFM Lead: Strategic Forecasting & Scheduling

Chubb External; O’Fallon (MO); On-site; USD 90,000 - 130,000; Full time

Job summary

Chubb External in North America Contact Center Shared Services seeks a Workforce Management Lead to drive WFM strategy, tooling, and operational excellence and day-to-day leadership. This individual contributor role reports to the AVP, Data & Workforce Analytics Manager and is an independent position focusing on capacity planning, forecasting, and best-practice implementation.

You will partner with senior stakeholders, develop detailed WFM procedures, and drive initiatives to improve scheduling

Responsibilities

• Lead tenured WFM Analysts with direction, feedback, prioritization and quality oversight.
• Foster open communication, collaboration, accountability, continuous improvement, and data-driven decisions.
• Represent WFM in senior-level discussions and cross-functional forums.
• Create detailed WFM procedures, best practices, and initiatives to streamline workforce processes.
• Own metrics such as volume forecast accuracy, schedule efficiency, and productivity.
• Collaborate with management to design optimized schedules balancing business needs and staff preferences.
• Translate forecasts into staffing models aligned with service level targets.
• Analyze performance data and recommend improvements to forecasts, schedules, and processes.

Skills

WFM leadership

Forecasting

Capacity planning

Stakeholder management

Scheduling optimization

Data-driven decision-making

Job description

Chubb External in North America Contact Center Shared Services seeks a Workforce Management Lead to drive WFM strategy, tooling, and operational excellence and day-to-day leadership. This individual contributor role reports to the AVP, Data & Workforce Analytics Manager and is an independent position focusing on capacity planning, forecasting, and best-practice implementation.

You will partner with senior stakeholders, develop detailed WFM procedures, and drive initiatives to improve scheduling