Workforce Management Lead - Call Center Ops & Analytics

Alliant Insurance Services; Washington; On-site; USD 110,000 - 140,000; Full time

Job summary

Alliant Insurance Services is seeking a Manager, Workforce Management to lead the end-to-end workforce lifecycle, from long-term forecasting to real-time execution. You will head a team of analysts to ensure SLAs and contractual requirements are met, optimizing resources and maintaining audit readiness.

The role bridges operational data with strategic execution, focusing on forecasting accuracy, KPI tracking, and cross-functional collaboration with operations, training, and quality teams.

Qualifications

• Bachelor's degree in a relevant field.
• 5+ years Workforce Management Manager experience.
• 3+ years in a leadership or people-management role.

Responsibilities

• Lead end-to-end workforce forecasting and real-time execution to meet SLAs and contractual requirements.
• Develop and maintain reports and dashboards; monitor KPIs like occupancy, adherence, and shrinkage.
• Mentor analysts; ensure QA, training schedules, and audit compliance.

Skills

Call Center experience

Data storytelling

Executive storytelling

Excel proficiency

WFMS systems experience

Education

Bachelor's degree in Business / Statistics / Mathematics / Economics / Data Science

Tools

IEX

Verint

Salesforce

Zendesk

Calabrio

Job description

Alliant Insurance Services is seeking a Manager, Workforce Management to lead the end-to-end workforce lifecycle, from long-term forecasting to real-time execution. You will head a team of analysts to ensure SLAs and contractual requirements are met, optimizing resources and maintaining audit readiness.

The role bridges operational data with strategic execution, focusing on forecasting accuracy, KPI tracking, and cross-functional collaboration with operations, training, and quality teams.