Job Summary
The Manager, Retail Operations Workforce Management is responsible for the oversight and effective leadership of the Workforce Management functions for Retail Operations. Early phases of this role will require the manager to operate as an individual contributor as the Workforce Management practice is established. This position will support the establishment of a workforce management strategy that addresses scheduling, forecasting, skills management, and employee empowerment. This position will provide support for our internal Operational Contact Centers and Processing team leadership and oversight of our Third-Party Partners (TPAs) to ensure KPI’s and SLA’s and critical customer requirements are met within established timeframes and quality measures.
Duties and Responsibilities
- Identify and execute on key initiatives to support the workforce management strategy and vision including the development of business plans that include resource optimization opportunities.
- Support the establishment of a scalable, and sustainable infrastructure for capacity planning, forecasting, and scheduling to ensure we have the right representatives, in the right place, at the right time
- Develop staffing models that create the most effective and efficient support models for our customers, while ensuring optimal staffing levels and efficient use of resources
- Collaborate with various departments to understand business needs and adjust staffing plans accordingly
- Reviews trends for phone volumes, staffing levels, and customer satisfaction; Acts as a Change Leader, working with process owners and stakeholders to define requirements and implement strategic process changes. Serves as mediator or conflict negotiator on project teams as necessary
- Support adherence to KPIs, SLAs and metrics-based workforce planning; monitor and analyze workforce data to identify trends and make data-driven decisions to improve operational efficiency
- Identify and implement new manual and automated processes and systems as needed.
- Establish analytics that assess the financial impact of utilizing internal vs external resources
- Develop and maintain agent, supervisor, and manager reporting/dashboards designed to support performance management
- Develop and maintain standard operating procedures/best practices for processing and call center teams to leverage for scheduling and intraday operations management
- Support and advise the processing and call center teams efforts to continuously monitor and adjust staffing levels to meet service level agreements and achieve key performance indicators
- Stay up-to-date on industry trends and best practices in workforce management and make recommendations for process improvements
- Communicate regularly with all levels of leadership to provide updates on workforce management operations and performance
- Ensure compliance with company policies, procedures, and regulatory requirements related to workforce management
- Foster a positive and inclusive work environment that promotes teamwork, collaboration, and professional growth
Experience and Education Requirements
- Bachelor’s degree
- Minimum of 7 years of professional experience with 3+ years of experience working in a Workforce Management organization, with emphasis on customer contact center management and/or operational processing, and/or other previous industry experience required
- 2+ years of experience leading teams preferred
- Experience in the life insurance industry
- Experience building and/or maintaining forecasting models and managing to them
- LOMA coursework and/or formal business process improvement training such as Six Sigma is a plus
Knowledge, Skills & Abilities
- Must be highly curious
- Ability to work independently and as a member of a team.
- Promotes an environment that encourages the ability to adjust to new work structures, processes, requirements and/or cultures.
- Regarded by customers as an expert in their area.
- Challenges current processes and suggests and implements new techniques, methods, and practices to improve effectiveness and efficiencies.
- Ability to coach and mentor team members
- Ability to influence without authority
- Builds and maintains strong, credible relationships across the business while maintaining independence.
- Explains business objectives and any business problems requiring solutions; supports team in obtaining information that is difficult to acquire.
- Must possess strong analytical skills, troubleshooting, problem resolution, and user support skills.
- Leads by example and drives others to reach a common goal and supports throughout the process by providing tools, resources and insight.
- Makes decisions and sets priorities based on business impact; involves others in decisions that impact them when appropriate.
- Identifies and drives quantitative analysis.
- Sets, monitors and holds accountability for priorities and goals that ensure objectives are met during the allocated time period.
Other Requirements
- Perform other functions, duties and projects as assigned
- Regular and punctual attendance
- Some travel may be required (less than 10%)
#LI-MB1 #LI-Remote
Additional Information
Work Environments
F&G believes in an employee-centric flexible environment, which is why we offer the ability for in-office, hybrid and remote work arrangements. During the hiring process, you’ll work with your leader to decide what works best for your role.
F&G complies with federal and state disability laws and makes reasonable accommodations for applicants and candidates with disabilities, unless such accommodation would cause an undue hardship for F&G. If reasonable accommodation is needed to participate in the job application or interview process, please contact [email protected].
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