Workforce Management Real Time Coordinator

Mutual of Omaha Insurance Co.; Marshfield (WI); Hybrid; USD 70,202,000 - 71,635,000; Full time

Benefits offered by this job

401(k) plan with 2% company contrib. +

Annual bonus opportunity

Job summary

Mutual of Omaha Insurance Co. is seeking a detail-oriented operations professional to manage real-time intra-day staffing for our Service Contact Center. You will translate staffing forecasts into efficient schedules and make real-time adjustments to meet service goals.

This remote, full-time role requires strong analytical skills, proficiency in Excel, and experience with Tableau and scheduling tools. You will monitor workload, identify bottlenecks, and collaborate with supervisors to optimize

Qualifications

• Strong analytical and technical skills with the ability to interpret data and make informed decisions.
• Excellent Excel proficiency for data analysis and reporting.
• Ability to thrive in a fast-paced, high-pressure environment with shifting priorities.
• Highly organized with capability to manage multiple tasks concurrently.
• Proactive problem-solver with strong communication; works well independently or in teams.

Responsibilities

• Monitor daily workload volumes and communicate with leadership based on business needs.
• Identify workflow bottlenecks and escalation issues impacting service levels.
• Review production reports (Tableau) and analyze trends to improve performance.
• Monitor real-time performance for 85-100 associates using NICE, Salesforce, CC Pulse, Tableau, and AWS to adjust staffing.
• Analyze current and historical trends, perform real-time re-forecasts, and align with business objectives.
• Manage workforce schedules in WFM software, including updates for exceptions and absences.
• Partner with supervisors and managers to address staffing needs and drive continuous improvement.

Skills

Analytical skills

Excel proficiency

Communication

Organizational skills

Problem solving

Collaboration

Remote work

Tools

NICE

Salesforce

Tableau

CC Pulse

AWS

Job description

Location: Remote
Work Type: Full Time Regular
Job No: 505266
Categories: Administrative/Support
Application Closes: Closes Oct 2, 2026

We are seeking a detail-oriented professional to manage real-time (intra-day) operations and resource optimization for our Service Contact Center. This role ensures an exceptional experience for both customers and employees by translating staffing forecasts into efficient schedules and making real-time adjustments to meet business goals.

• Regular hours are 7:00 a.m. to 3:30 p.m. central time. Flexibility is required, as occasional shifts from 10:30 a.m. to 7:00 p.m. central time may be necessary to support operational needs.

WHAT WE CAN OFFER YOU:

• Hourly Wage: $24.50 -$25.00 an hour, plus annual bonus opportunity
• 401(k) plan with a 2% company contribution and 6% company match.
• Applicants for this position must not now, nor at any point in the future, require sponsorship for employment.

WHAT YOU'LL DO:

• Monitor daily workload volumes and communicate with leadership based on business needs.
• Identify workflow bottlenecks and escalation issues that may impact service levels or production goals.
• Review production reports (Tableau Reporting) and analyze trends to improve operational performance.
• Monitors real-time performance for approx 85-100 associates using tools like NICE, Salesforce, CC Pulse, Tableau, and AWS to make intra-day staffing adjustments and meet service level goals.
• Analyzes current and historical performance trends, conducts real-time re-forecasting, and collaborates with operations to align with business objectives.
• Manages workforce schedules in WFM software, including updates for exceptions, absenteeism, and shift changes.
• Partner with supervisors and managers to address staffing needs and workload balancing. Support continuous improvement initiatives to increase efficiency and enhance customer service.

WHAT YOU’LL BRING:

• Strong analytical and technical skills with the ability to interpret data and make informed business decisions; keen attention to detail.
• Strong proficiency in Excel.
• Thrives in high-pressure, fast-paced environments with the flexibility to adapt to shifting priorities and deadlines.
• Highly organized with the ability to manage multiple tasks or projects simultaneously.
• Proactive problem-solver with strong communication skills; able to work independently or collaboratively to drive results.
• Demonstrates professionalism, integrity, and the ability to build strong relationships across all levels of the organization.
• You promote a collaborative culture, value different ideas and opinions, and listen courageously, remaining curious in all that you do.
• Able to work remotely with access to a high-speed internet connection and located in the United States or Puerto Rico.

PREFERRED:

• Must have 1-3 years of relevant experience managing scheduled and intraday adjustments.
• Proven experience using Tableau for operational or performance reporting
• Proficient in NICE for schedule management, exception handling, and intraday updates
• Strong Excel skills, including use of formulas and data organization for workforce management or reporting purposes

Together we achieve greatness. Not only is this a core value, but it is also representative of the kind of place we are - built by the strength and integrity of our employees. It’s why we’re named a “Great Place to Work”.

Surround yourself with an authentic and inclusive culture. Your strengths and differences will be valued and celebrated by a diverse community of co-workers.