Workforce Management Director

2 weeks ago

Phoenix, Arizona, United States Chubb Full time
Job Title: Workforce Management Manager

We are seeking a seasoned Workforce Management Manager to lead our forecasting and scheduling functions. This role requires expertise in Time Series Forecasting, ERLANG, and Data Analysis. The ideal candidate will have a minimum of 5 years of experience in forecasting, strong Python or R programming skills, and a track record of successfully leading teams.

Key Responsibilities:
  • Provide strategic leadership and guidance to a team of workforce management professionals focused on scheduling, real-time monitoring, hiring, pipeline management, data entry, and high-level analysis.
  • Develop and implement accurate workload forecasts and optimize staffing levels using ERLANG and other center models.
  • Apply advanced forecasting techniques, including ARIMA, SARIMA, Holt, and other models as needed, utilizing Python or R, to improve demand projections.
  • Collaborate with stakeholders to gather data requirements, reconcile conflicting objectives, and develop effective workforce strategies.
  • Engage with outsourced operations in Asian countries, particularly the Philippines and India, to drive efficiency and alignment.
  • Foster a culture of collaboration and continuous improvement, promoting knowledge sharing and innovative workforce management practices.
  • Effectively communicate complex concepts and ideas to executive-level stakeholders.
  • Conduct regular performance evaluations of the workforce management team, providing feedback and guidance for professional development.
  • Stay abreast of industry trends and technological advancements in emerging technologies (AI/ML), workforce management software, and tools.
Qualifications:
  • Bachelor's degree in Statistics, Data Analysis/Science, or a related field (preferred)
  • 5+ years of experience in forecasting and workforce management, with a focus on leadership and oversight
  • Proven proficiency in Python or R programming languages
  • In-depth knowledge and experience in ERLANG and other center models
  • Familiarity with NICE CX One platform is a plus
  • Strong leadership skills with the ability to inspire and motivate a team towards success
  • Excellent collaboration and interpersonal skills, with the ability to reconcile conflicting objectives and build consensus
  • Strong analytical mindset, with the ability to interpret complex data and provide actionable insights
  • Effective presence and communication skills to engage with executive-level stakeholders
  • Ability to thrive in a fast-paced environment and adapt to changing business needs
About Us:

Chubb is a world leader in insurance, with operations in 54 countries. We provide commercial and personal property and casualty insurance, personal accident and supplemental health insurance, reinsurance, and life insurance to a diverse group of clients. Our company is distinguished by its extensive product and service offerings, broad distribution capabilities, exceptional financial strength, underwriting excellence, superior claims handling expertise, and local operations globally.

We are committed to equal employment opportunity and compliance with all laws and regulations pertaining to it. Our policy is to provide employment, training, compensation, promotion, and other conditions or opportunities of employment, without regard to race, color, religious creed, sex, gender, gender identity, gender expression, sexual orientation, marital status, national origin, ancestry, mental and physical disability, medical condition, genetic information, military and veteran status, age, and pregnancy or any other characteristic protected by law.

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