Job Listings

Workforce Management Manager

3700 S. Stonebridge Dr., McKinney, Texas
Job number: 14974

Job Description:

Workforce Management Manager

Primary Duties & Responsibilities

JOB SUMMARY
The Workforce Management (WFM) Manager is responsible for leading a team of employees who are responsible for planning, forecasting, scheduling and real-time resource management of the call center. The Manager establishes effective working relationships with departmental partners such as other managers, team supervisors, and quality assurance to ensure daily service level metrics are met. Inter-departmental relationships must be built and maintained with areas such as (but not limited to) business analysts, IT, and other call center functions to meet and sustain evolving departmental, leadership, and business objectives. The Manager communicates company and department standards to staff and ensures operational decisions remain within compliance. The WFM Manager develops and engages employees through regular coaching and feedback to bolster needed results that support the customer service department's overall operational objectives.

PRIMARY DUTIES & RESPONSIBILITIES
• Develop short and long-term call volume forecast models using historical benchmark data, active policy volume, and various statistical methods
• Present forecasts and analysis to internal customers including senior leadership and business analyst team
• Implement forecasts to the inbound customer service department through the workforce management team and applicable software platforms
• Conduct regular analysis on accuracy of forecasts and forecast models
• Continuous review of the existing methodology (i.e., forecasting and implementation models), processes, procedures, and platforms to identify and recommend any improvements to senior leadership
• Provide ad-hoc, monthly, and quarterly reporting on metrics and workforce trends
• Disseminate forecast models to WFM team and oversee the scheduling of contact center resources (Off-phone activities such as administrative duties and required training)
• Use WFM platforms (Community and Finesse, for eg.) to maximize utilization of contact center resources.
• Monitor call queue and hold times in real time to suggest /or make staffing adjustments to achieve department SLA’s.
• Develop and implement WFM team performance KPI’s and SLA’s; meet regularly with team members to provide updates regarding team and individual performance and solicit feedback
• Lead and direct a team of WFM representatives by monitoring performance, coaching, training, recognizing achievements, administering corrective actions, and write/deliver annual performance appraisals
• Monitor representative requests for time off and oversee the approval to ensure timeliness of response(s) as well as workforce balance.
• Lead /or participate in cross-functional project teams, as needed, with both internal and external business partners
• Monitor, update and submit payroll for all hourly WFM team members
• Communicate with process stakeholder to develop and implement strategic operational goals
• Other related duties and responsibilities, as assigned

Required Skills

KNOWLEDGE, SKILLS, & ABILITIES
• Strong critical thinking and problem solving skills required
• Clear, concise and effective communication skills (both written and verbal)
• Ability to process raw data into forecasts and implementable processes
• Working knowledge of an inbound customer service call center environment
• Proficiency with MS Office (Word, Excel, Outlook)
• Experience working with Tableau databases and dashboards, preferred
• Working knowledge of WFM platforms such as Finesse and Community

Required Knowledge & Experience

EDUCATION & WORK EXPERIENCE REQUIRED
• Bachelor’s degree /or 5+ years working in a call center environment
• 5+ years of experience in a workforce management environment
• 3+ years of experience with workforce forecasting, analysis, or planning

Location: 3700 S. Stonebridge Dr., McKinney, Texas

Apply Now

Current employees apply here.

Savings and Investment Plan (401K) - Eligible employees may begin participating in the plan on the first day of employment.

Pension Plan - Eligible employees who complete one year of service with the Company become participants in the Pension.* (Not available to Cleveland Employees)

Medical - Benefits are available to all eligible employees and qualified dependents the first of the month following 30 days of continuous service.

Dental** and Vision - Eligible employees and qualified dependents are able to enroll the first of the month following 30 days of continuous service.

Flexible Spending Accounts (FSA) - Our FSA has two components, Health Care and Dependent Care Accounts. These accounts allow employees to set aside a portion of their earnings on a pre-tax basis to cover out-of-pocket medical and dependent care expenses. Participation is elected on a calendar year basis and is available to all eligible employees the first of the month following the completion of 30 days of continuous service.

Health Savings Accounts (HSA) - A pre-tax Health Spending Account (HSA) is offered to those who enroll in the High Deductible Plan. It allows you to pay for health care expenses. Participation is elected on a calendar year basis and is available to all eligible employees the first of the month following the completion of 30 days of continuous service. Company contributes to HSA.

Short-Term Disability - Eligible employees may be entitled to salary continuance during periods of temporary disability. Benefits are based on employee status and years of service.*

Group Life and Long-Term Disability** - Eligible employees may elect life insurance and long-term disability coverage the first of the month following 30 days of continuous service.

Vacation and Paid Holidays - Employees are eligible for vacation upon the completion of six months of employment. In addition, the Company offers eight paid holidays.

Education Assistance - The Company supports employees who wish to continue their education to secure increased responsibility and growth within their professional careers. We offer a reimbursement program for expenses incurred through approved institutions of learning. In addition, Fellow, Life Management Institute (FLMI) and International Claim Association (ICA) program courses are offered after the completion of six months of services at no cost to the employee.

Fitness Reimbursement - Eligible employees are able to receive up to 100% reimbursement for monthly dues (employee only).

Supplemental Plans** - Cancer, Heart/Stroke, Accident.

*Please note, some benefits may vary by subsidiary. Please be sure to clarify with the Human Resources Department.
**Company paid benefit

Do I have to apply for every job that I am interested in? - Yes. Though our Talent Acquisition Team searches our database for qualified candidates, the only way to ensure that we know what position is of interest to you is if you apply for it directly.

Now that I've applied, what happens? - You will receive an immediate response from our system. Someone from our Talent Acquisition Team will review your qualifications and skills. If you're a good fit, we'll contact you to conduct an initial interview by phone, followed by assessment testing and an in person interview(s).

How do I get the contact information of the hiring manager for the job I am interested in? - It is our policy not to give contact information to external applicants. If, after you apply, it is determined that your skills and qualifications match our hiring needs, you will be contacted directly for an interview by someone on our Talent Acquisition Team.

I've been interviewed, what's next? - If selected, we'll extend a conditional offer. Then, pending a successful background check and drug screen, we'll confirm a start date.

The Whole Globe

Globe Not only is it in our name, it’s in our hearts. Our Company thrives off of diversity and has created a culture focused on inclusivity. These two components are the pillars of our foundation and the guiding principles that build our employees and leaders.

No Ceiling

SmileThe insurance industry may be traditional, but Globe Life has been, is, and always will be dedicated to building an inclusive, sustainable, and inspiring environment that does not have a ceiling on growth.