Manager, Workforce Management

1 month ago

McKinney, United States Globe Life Inc. Full time


Manager, Workforce Management

Primary Duties & Responsibilities

At Globe Life, we are committed to empowering our employees with the support and opportunities they need to succeed at every stage of their career. Our thriving and dynamic community offers ample room for professional development, increased earning potential, and a secure work environment.

We take pride in fostering a caring and innovative culture that enables us to collectively grow and overcome challenges in a connected, collaborative, and mutually respectful environment that calls us to help Make Tomorrow Better.

Role Overview:

Could you be our next Manager, Workforce Management?  Globe Life is looking for an experienced Manager, Workforce Management to join the team

In this role, you will be 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 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 Manager develops and engages employees through regular coaching and feedback to bolster needed results that support the customer service department's overall operational objectives.

This is a hybrid position located in McKinney, TX (WFH Monday & Friday, In Office Tuesday-Thursday).

What You Will Do:

  • 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.

What You Can Bring:

  • 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.
  • 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.

Applicable To All Employees of Globe Life Family of Companies:

  • Reliable and predictable attendance of your assigned shift.
  • Ability to work full time and/or part time based on the position specifications.

How Globe Life Will Support You:

Looking to continue your career in an environment that values your contribution and invests in your growth? We've curated a benefits package that helps to ensure that you don’t just work, but thrive at Globe Life:

  • Competitive compensation designed to reflect your expertise and contribution.
  • Comprehensive health, dental, and vision insurance plans because we believe that taking care of your well-being is fundamental to your performance.
  • Robust life insurance benefits and retirement plans, including company-matched 401k and pension plan.
  • Wellness club reimbursements and gym discounts to help you stay on top of your health.
  • Paid holidays and time off to support a healthy work-life balance.
  • Parental leave to help our employees welcome their new additions.
  • Development training programs to enhance your skills and career progression and unlock your full potential.

INDGLA1001 

Opportunity awaits Invest in your professional legacy, realize your path, and see the direct impact you can make in a workplace that celebrates and harnesses your unique talents and perspectives to their fullest potential. At Globe Life, your voice matters.

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