Manager, Workforce

Fountain; United States; On-site; USD 70,000 - 90,000; Full time

Job summary

A leading company is seeking a Workforce Manager to optimize client deployment requests and enhance operational efficiency. This role involves overseeing a team, implementing technology-driven improvements, and ensuring compliance with client needs. The ideal candidate will have extensive experience in management and a strong background in the insurance industry.

Qualifications

• 5+ years of experience managing teams, preferably in insurance or contact center operations.
• 7+ years in property and casualty insurance or staffing preferred.

Responsibilities

• Oversees the Workforce team, ensuring performance targets are met.
• Leads process improvement initiatives focused on automation and efficiency.
• Analyzes performance data to identify trends and drive improvements.

Skills

Leadership

Collaboration

Attention to Detail

Data Analysis

Job description

The Workforce Manager is responsible for leading and optimizing the fulfillment of client deployment requests while driving efficiency across recruiting, project support, compliance, and deployment functions. This role plays a key part in designing, implementing, and refining departmental processes to streamline operations and support scalable growth. The Workforce Manager also oversees inbound and outbound contact strategies and manages the Workforce team with a strong emphasis on leveraging automation, data, and technology to improve outcomes.

ESSENTIAL JOB FUNCTIONS

1. Provides day-to-day oversight of the Workforce team, ensuring performance targets and service levels are consistently met.
2. Leads process improvement initiatives with a focus on automation, efficiency, and user experience.
3. Collaborates with IT and cross-functional partners to design and implement technology-driven workflow enhancements.
4. Maintains strong communication with client representatives to support deployment needs and contractual requirements.
5. Oversees the full lifecycle of application, screening, and onboarding for project workforce.
6. Coordinates with Operations to deploy qualified and compliant workforce members in a timely manner.
7. Analyzes departmental performance data to identify trends, drive improvements, and provide actionable reporting.
8. Develops, documents, and maintains scalable standard operating procedures (SOPs).
9. Manages, trains, and supports team members, providing clear expectations, ongoing feedback, and professional development.
10. Oversees and optimizes inbound and outbound contact center operations, including scripting and self-service workflows.
11. Leads the preparation and execution of storm readiness plans in collaboration with internal stakeholders.
12. Acts as a subject matter expert and operational partner to IT in developing support systems and reporting tools.
13. Partners with the Training Department to support onboarding, certification, and development initiatives.
14. Performs other duties as assigned.

EXPERIENCE/QUALIFICATIONS

• 5+ years of experience managing individuals or teams, preferably in the insurance industry and/or contact center operations.
• 7+ years of experience in property and casualty insurance, staffing, or a related field preferred.
• Proven ability to streamline processes and implement workflow automation.
• Experience leading inbound and outbound contact strategies and operations.
• Strong collaboration skills, particularly in working with IT and technical partners to improve operational systems.
• High attention to detail and ability to use data for continuous improvement and decision-making.
• Ability to thrive in a fast-paced, high-demand environment with competing priorities.
• Excellent communication, leadership, and interpersonal skills.

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