Manager, Workforce Management

PTZ Pet Insurance is seeking a Manager of Workforce Management who is responsible for leading workforce planning, forecasting, scheduling, real-time performance management, and capacity planning for a high-volume pet insurance contact center. This role ensures the organization has the right staffing, skills, and coverage to meet service level, sales, retention, claims support, billing, and customer experience goals across phone, email, chat, messaging, and digital service channels. The Manager will lead a team of workforce management professionals, partner closely with contact center operations, training, quality assurance, analytics, technology, and vendor teams, and use data-driven insights to optimize staffing, productivity, cost efficiency, and pet parent experience.

Responsibilities

Lead, coach, and develop a team responsible for forecasting, scheduling, real-time adherence, capacity planning, reporting, and intraday management; Develop short-term and long-term staffing forecasts using historical volume, handle time, seasonality, growth assumptions, marketing activity, product changes, claims trends, and business initiatives; Create and maintain staffing models that support service level, speed of answer, abandonment, productivity, occupancy, utilization, shrinkage, training, sales, retention, and budget objectives; Oversee schedule development, shift bids, time-off planning, shrinkage assumptions, and coverage strategies across internal teams and outsourced vendor partners; Monitor real-time contact center performance and direct intraday actions to balance customer demand, staffing availability, service level commitments, and employee experience; Provide timely insights to operational leaders on emerging volume trends, staffing gaps, service risks, queue performance, and recommended mitigation plans; Partner with customer service, sales, claims, billing, retention, quality assurance, training, compliance, product, finance, analytics, and technology teams to align workforce plans with business priorities; Establish workforce management operating rhythms, including daily performance reviews, weekly forecast reviews, monthly capacity planning, and executive-level reporting; Analyze performance trends and root causes to identify opportunities to improve forecast accuracy, schedule efficiency, adherence, productivity, and cost-to-serve; Support new product launches, partner programs, regulatory changes, process updates, technology implementations, and contact routing changes with accurate staffing and capacity planning; Ensure workforce management processes support compliant, accurate, and empathetic service for pet parents, policyholders, veterinary partners, and internal stakeholders; Develop dashboards, reports, and performance narratives that translate data into clear recommendations and action plans for leadership; Partner with vendor management and BPO partners to validate staffing plans, forecast assumptions, schedule coverage, performance risk, and operational readiness; Drive continuous improvement by evaluating workforce tools, automation, AI-enabled forecasting, self-service reporting, and process enhancements that improve efficiency and customer experience; Perform other duties and responsibilities as assigned

Requirements

7+ years of experience in workforce management, contact center operations, capacity planning, operations analytics, or a related field; 3+ years of people leadership experience, including leading workforce management analysts, schedulers, real-time analysts, or operations support professionals; Experience supporting a high-volume, multi-skilled contact center environment across one or more channels, such as phone, email, chat, messaging, case management, or back-office workflows; Strong knowledge of workforce management practices, including forecasting, scheduling, shrinkage planning, real-time adherence, intraday management, occupancy, utilization, service level planning, and capacity modeling; Demonstrated ability to interpret operational data, identify trends, assess root causes, and translate insights into practical recommendations for leadership; Experience partnering cross-functionally with operations, training, quality assurance, finance, technology, analytics, compliance, and vendor teams; Strong communication skills with the ability to explain workforce assumptions, risks, and recommendations to frontline leaders, senior leaders, and non-technical stakeholders; Proficiency with Microsoft Excel, PowerPoint, Word, Outlook, reporting dashboards, and workforce management or contact center platforms; Ability to work in a fast-paced, performance-driven environment where contact volumes, staffing needs, and business priorities may change quickly

Nice to have

Experience managing workforce plans for remote, hybrid, multi-site, omnichannel, or outsourced contact center teams; Hands-on experience with workforce management platforms, telephony systems, CRM tools, quality monitoring systems, and business intelligence dashboards; Experience improving forecast accuracy, schedule efficiency, adherence, service level performance, and cost efficiency through process improvement and technology adoption; Bachelor's degree in Business, Operations, Analytics, Mathematics, Statistics, Communications, or a related field, or equivalent practical experience

Benefits

Comprehensive full medical, dental and vision insurance; Basic Life Insurance at no cost to the employee; Company paid short-term and long-term disability; 12 weeks of 100% paid Parental Leave; Health Savings Account (HSA); Flexible Spending Accounts (FSA); Retirement savings plan; Personal Paid Time Off; Paid holidays and company-wide Wellness Day off; Paid time off to volunteer at nonprofit organizations; Pet friendly office environment; Commuter Benefits; Group Pet Insurance; On the job training and skills development; Employee Assistance Program (EAP); Eligible for bonus or incentive pay