Head of Workforce Management

4 weeks ago

Bethlehem, United States Guardian Life Full time

In this role, you will report to the Head of Finance Operations and Transformation, Group Benefits and lead the workforce management function that supports Group Benefits. You will serve as a trusted advisor and subject-matter expert for all workforce planning activities across Group Benefits, collaborating with business stakeholders to assess and prioritize hiring requirements to meet long-term goals and tactical service level agreements. You will partner with Finance and business stakeholders to develop strategic and operational workforce plans, including cost of labor and headcount forecasting and analysis. You will integrate the planning process across all business functions in Group Benefits and consistently assess existing workforce models and plans to ensure practical alignment with business objectives. This role will integrate across multiple teams within Group Benefits to drive optimization and execution of workforce management modeling and best practices.


You Will

  • Responsible for aligning strategic and tactical planning to enable the business to continuously deliver targeted service levels and processing turn-around times.
  • Assess current workforce management models, analyzing opportunities to optimize workforce management models and assumptions, in partnership with business stakeholders.

Develop WFM models based on workload forecasts to inform capacity planning and hiring needs to deliver targeted business results.

Proactively identify, analyze, and respond to operational process changes, excess capacity, defects in workforce models and forecasts to address points of exposure, improve coverage, and avoid diminished service levels.

  • Define tolerable margins of error for forecast accuracy and conduct post-mortem analysis to calibrate and refine operating results against targets.

Drive consistent best practices for scheduling, adherence, and real-time management.

Facilitate reporting and analytics function to identify trends in engagement, performance, shrinkage, occupancy, etc. to manage resource allocation and maintain appropriate staffing levels across service channels and product lines.

  • Ensure timely, accurate and actionable information is communicated to senior operations leaders and key stakeholders to increase operating efficiencies and reduce overall operating costs.

Provide assessments of workforce and staffing trends with insights regarding the impact of strategic business decisions on the workforce.

  • Provide strategic thought leadership and drive continuous improvement to advance workforce planning capabilities.
  • Provides a consultative approach with business stakeholders to provide insights that will drive decisions on actions for hiring and productivity.
  • Implements workforce management best practices, aligned to industry standards to ensure workforce management models are optimized.
  • Manages the maintenance and distribution of reliable and accurate reporting data as requested daily, weekly and on a monthly basis.




You Have

10+ years’ experience in the WFM field, including forecasting, scheduling, reporting, and real-time management.

Current knowledge of workforce management modeling best practices, centers of excellence, and associated KPIs

Robust experience with Telephony and WFM systems and tools, such as Avaya, Verint, Genesys, and/or accompanying or stand-alone platforms for intra-day management, forecasting, reporting, etc.

Expertise with WFM metrics and service levers, including: ASA, AHT, agent performance, intra-day scheduling.

A data-driven, proactive mindset toward transformational process improvement.

  • Ability to translate and convey complex statistical data into easy to understand, actionable recommendations.

Able to lead change, drive performance, and reduce operational defects.

  • Ability to set and manage priorities with proven results.
  • Experience communicating effectively to drive change.
  • Strong communication skills with the ability to build effective relationships, influence others and work effectively in a matrixed organization



Education

  • Bachelor’s degree


Location

  • Primary location is NY – Hudson Yards office, but can also be located in Bethlehem, PA or Holmdel, NJ, Boston, MA or any of our regional offices.

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