Senior Manager, Workforce Management

Position Compensation Range:

Pay Rate Type:

Compensation may vary based on the job level and your geographic work location. Relocation support is offered for eligible candidates.

Primary Accountabilities

• Create a collaborative, performance-driven work environment by facilitating and fostering trust, transparency, and inclusion. Work with team members to set clear goals, provide feedback, perform performance assessments, and support on-going development.
• Lead with influence and expertise. Actively contributes to division or department leadership team. Communicates and supports organization mission, vision, values, policies, and practices.
• Lead a team responsible for intraday management for multiple care centers.
• You will be accountable for short-term forecasting, planning, scheduling, and resource allocation for real-time workforce management.
• Conduct and complete ongoing analytics by utilizing appropriate reporting tools and partnership with metrics and business performance to represent consistent contact center dashboard to support multiple levels of management.
• Lead production of "what if" analysis for process improvement recommendations. Accountable for care center capacity planning and new staffing plans. Leads planning to accommodate future demand.

Specialized Knowledge & Skills Requirements

• Demonstrate experience providing customer-driven solutions, support or service.
• Basic understanding of forecasting calculations.
• Demonstrated experience working with contact center solutions.
• Extensive knowledge of call center workforce management methodologies and techniques.
• Solid knowledge and understanding of call center operations and technology.
• Demonstrated effective leadership skills.

Licenses

• Not applicable.

Travel Requirements

• Up to 25%.

Physical Requirements

• Work that primarily involves sitting/standing.

Working Conditions

• Not applicable.

In this hybrid role, you will be expected to work a minimum of 10 days per month from the office. Candidates should reside no further than 35 - 50 miles from one of the following office locations: Madison, WI 53783; Boston, MA 02110; Denver, CO 80112; Eden Prairie, MN 55343; Keene, NH 03431; St. Joseph, MO 64507; Phoenix, AZ 85034.

#LI-Hybrid

Internals are encouraged to apply regardless of location.

Role not eligible for sponsorship.

We encourage you to apply even if you do not meet all of the requirements listed above. Skills can be used in many different ways, and your life and professional experience may be relevant beyond what a list of requirements will capture. We encourage those who are passionate about what we do to apply!

We provide benefits that support your physical, emotional, and financial wellbeing. You will have access to comprehensive medical, dental, vision and wellbeing benefits that enable you to take care of your health. We also offer a competitive 401(k) contribution, a pension plan, an annual incentive, 9 paid holidays and a paid time off program (23 days accrued annually for full-time employees). In addition, our student loan repayment program and paid-family leave are available to support our employees and their families. Interns and contingent workers are not eligible for American Family Insurance Group benefits.

We are an equal opportunity employer. It is our policy to comply with all applicable federal, state and local laws pertaining to non-discrimination, non-harassment and equal opportunity. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.