Head of Workforce Management
US-TX-Dallas
careers
Req #: 5456
Type: Regular Full-Time
|
|
|||||||||
|
||||||||||
Overview: Berkshire Hathaway GUARD Insurance Companies provide Property & Casualty insurance products and services through a nationwide network of independent agents/brokers. Our companies are all rated A+ "Superior" by AM Best (the leading independent insurance rating organization) and ultimately owned by Warren Buffett's Berkshire Hathaway group - one of the financially strongest organizations in the world! Headquartered in Wilkes-Barre, PA, we employ over 1,000 individuals (and growing) and have offices across the country. Our vision is to be the leading small business insurance provider nationwide. Founded upon an exceptional culture and led by a collaborative and inclusive management team, our company's success is grounded in our core values: accountability, service, integrity, empowerment, and diversity. We are always in search of talented individuals to join our team and embark on an exciting career path! BENEFITS We are an equal opportunity employer that strives to maintain a work environment that is welcoming and enriching for all. You'll be surprised by all we have to offer! * Competitive compensation * Healthcare benefits package that begins on first day of employment * 401K retirement plan with company match * Enjoy generous paid time off, including up to 6 weeks of parental and bonding leave, plus 9 paid holidays to support your work-life balance * Hybrid work schedule (three days in the office, two days from home) * Longevity awards (every 5 years of employment receive a generous monetary award to be used toward a vacation) * Tuition reimbursement after six months of employment * Numerous opportunities for continued training and career advancement * And much more! Responsibilities: The Head of Workforce Management plays a pivotal in the Contact Center by optimizing our customer service operations by managing workforce planning, scheduling, and real-time monitoring across our insurance contact centers. This position is crucial in ensuring operational efficiency, maintaining service levels, and balancing customer satisfaction with resource optimization. The ideal candidate will combine analytical expertise with strong operational knowledge to drive performance improvements and support our commitment to exceptional customer service. Initially, this role will support optimizing the Contact Center but will grow in scop to other areas of the organization as needed. Key Responsibilities: * Workforce Planning: Develop and maintain staffing models that accurately forecast call volumes, handle times, and staffing requirements across multiple channels (phone, email, chat). * Schedule Management: Create and optimize agent schedules to meet service level agreements while considering business needs, employee preferences, and labor laws. * Real-time Management: Monitor intraday performance metrics and make real-time adjustments to staffing levels, ensuring optimal coverage during peak periods and unexpected events. * Performance Analytics: Generate and analyze key performance indicators (KPIs) to identify trends, opportunities, and areas for improvement in workforce efficiency. * Stakeholder Communication: Collaborate with contact center leadership, supervisors, and agents to implement scheduling strategies and address operational challenges. * Process Improvement: Identify and implement workforce management best practices and process improvements to enhance operational efficiency. * Training Coordination: Partner with training teams to integrate new hire classes and ongoing training requirements into staffing plans. * Emergency Response: Develop and execute contingency staffing plans for catastrophe events and unexpected volume spikes. Qualifications: * Bachelor's degree in Business Administration, Operations Management, or related field * 8+ years of experience in contact center workforce management, preferably in insurance or financial services * Proficiency in workforce management systems (e.g., Aspect, NICE IEX, Genesys) * Strong analytical and statistical skills with advanced Excel proficiency * Experience with contact center technologies and multi-channel operations * Knowledge of insurance industry contact center operations and metrics * Understanding of labor laws and scheduling regulations * Strong problem-solving abilities with attention to detail * Excellent project management and communication skills * Experience managing through catastrophe events preferred
Share this job:
