Manager, Workforce Management

Alliant Insurance Services

Workforce Management Manager optimizing call center staffing, forecasting, and service levels. Leading analysts, managing WFM platforms, and driving audit-ready operational performance.

Posted 8/22/2026full-timeRemote • California, Washington • 🇺🇸 United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in Workforce Management, including the development and implementation of operational policies, performance reporting, and team leadership. Proficient in utilizing Workforce Management software and translating complex data into actionable insights for stakeholders.

Highest-signal resume keywords

Workforce ManagementCall Center ExperienceData AnalysisTeam LeadershipExcel Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data AnalysisOperational Policy DevelopmentPerformance ReportingKPI MonitoringContingency Planning

Soft Skills

CommunicationMentoringProblem-SolvingCollaborationAdaptability

Tools & Technologies

UKGNICEVerintCalabrioSalesforceZendesk

Industry Keywords

Workforce ManagementCall Center OperationsQuality AssuranceAudit ComplianceBusiness Administration

About the role

Key responsibilities & impact

Manage an effective reporting program that gathers, prepares, trends, and analyzes operational activity
Develop and implement operational policies and procedures with key stakeholders
Develop and maintain reports, including Call Center performance reports
Utilize workforce management tools and reporting dashboards to track occupancy, adherence, and shrinkage KPIs
Partner with operations, training, and quality teams to align workforce strategies with business objectives
Collaborate across departments to standardize policies and improve forecasting and resource utilization accuracy
Implement contingency plans during peak periods or unforeseen events
Manage and mentor workforce analysts
Supervise performance and align workforce activities with quality assurance, training schedules, and audit compliance
Monitor performance against internal and client-established key indicators
Manage operations audits
Provide deep-dive analysis on service level misses and operational trends
Compile executive leadership reports on SLAs, CSAT, and schedule adherence
Oversee Workforce Management software platforms such as UKG, NICE, Verint, Calabrio, or Assembled
Manage quality assurance, training programs, and corrective actions for Workforce Management projects
Perform duties in accordance with company policies, procedures, and applicable federal, state, and local laws
Perform other duties as assigned

Requirements

What you’ll need

Bachelor's Degree Business Administration, Statistics, Mathematics, Economics, or Data Science
Five (5) or more years Workforce Management Manager experience
Three (3) or more years in a leadership or people-management role
Call Center experience required
Ability to translate complex datasets into actionable business narratives for senior stakeholders
Excellence in conveying staffing constraints and recommendations clearly to both frontline staff and executive leadership
Capability to troubleshoot unexpected challenges like volume spikes or staffing shortages under high pressure
High proficiency in Excel and hands-on experience with Workforce Management systems, e.g., IEX, Verint, Salesforce, Zendesk, Calabrio
Experience managing teams, coaching junior analysts, and partnering with Finance and HR departments as well as advising senior leadership

Benefits

Comp & perks

🌐 Worldwide ❌ Jobs You've Hidden ⭐️ Saved Jobs ✅ Applied Jobs ✉️ Email Alerts 👤 Account Alliant Insurance Services Website LinkedIn All Job Openings 10,000+ employees Founded 1925 🛡️ Insurance 🤝 B2B 💼 Consulting 💰 $690M Debt Financing - Alliant Insurance Services on 2019-10 Insurance
B2B
Consulting Alliant Insurance Services is a national insurance brokerage and risk-management firm that provides property & casualty insurance, employee benefits consulting, reinsurance, claims assistance, disaster preparedness and recovery, captive insurance, and a range of industry-specific risk solutions (e. g. , agribusiness, aviation, construction, cyber, energy, healthcare, real estate & hospitality, transportation). The firm emphasizes benefits consulting and human capital services in addition to traditional brokerage, and positions itself as a full-service advisor for commercial clients. Alliant is one of the largest brokers in the U. S. , noting roughly $5. 7B in revenue and $55B+ in premiums, and is ranked among the top brokers nationally and globally. Manager, Workforce Management 🔥 1 hour ago 🏄 California, Washington – Remote ⏰ Full Time 🟡 Mid-level 🟠 Senior 👔 Manager 👻 Ghost score 12% Apply Now Customize resume + cover letter Report problem ☆ Save ☑️ Mark as applied ❌ Hide 📋 Description
Manage an effective reporting program that gathers, prepares, trends, and analyzes operational activity
Develop and implement operational policies and procedures with key stakeholders
Develop and maintain reports, including Call Center performance reports
Utilize workforce management tools and reporting dashboards to track occupancy, adherence, and shrinkage KPIs
Partner with operations, training, and quality teams to align workforce strategies with business objectives
Collaborate across departments to standardize policies and improve forecasting and resource utilization accuracy
Implement contingency plans during peak periods or unforeseen events
Manage and mentor workforce analysts
Supervise performance and align workforce activities with quality assurance, training schedules, and audit compliance
Monitor performance against internal and client-established key indicators
Manage operations audits
Provide deep-dive analysis on service level misses and operational trends
Compile executive leadership reports on SLAs, CSAT, and schedule adherence
Oversee Workforce Management software platforms such as UKG, NICE, Verint, Calabrio, or Assembled
Manage quality assurance, training programs, and corrective actions for Workforce Management projects
Perform duties in accordance with company policies, procedures, and applicable federal, state, and local laws
Perform other duties as assigned 🎯 Requirements
Bachelor's Degree Business Administration, Statistics, Mathematics, Economics, or Data Science
Five (5) or more years Workforce Management Manager experience
Three (3) or more years in a leadership or people-management role
Call Center experience required
Ability to translate complex datasets into actionable business narratives for senior stakeholders
Excellence in conveying staffing constraints and recommendations clearly to both frontline staff and executive leadership
Capability to troubleshoot unexpected challenges like volume spikes or staffing shortages under high pressure
High proficiency in Excel and hands-on experience with Workforce Management systems, e.g., IEX, Verint, Salesforce, Zendesk, Calabrio
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