Manager, Workforce Optimization

Berkshire Hathaway GUARD Insurance Companies

Manager leading workforce optimization for a nationwide insurer, overseeing planning, forecasting, and performance management. Collaborating with cross-functional teams to optimize service delivery and efficiency.

Posted 6/13/2026full-timeConshohocken • Arizona, Illinois, New Jersey, New York, Pennsylvania, Texas • 🇺🇸 United StatesMid-LevelSenior💰 $75,000 - $120,000 per yearWebsite

Tech Stack

Tools & technologies

SQLTableau

About the role

Key responsibilities & impact

Lead workforce planning, forecasting, scheduling, real-time performance management, process improvement, and business intelligence reporting
Partner closely with Operations, HR, Training, and other cross-functional stakeholders to deliver actionable insights
Ensure schedules follow labor laws and company policies
Make staffing adjustments during the day based on volume, attendance, and performance
Track and report on forecast accuracy, staffing levels, and team performance

Requirements

What you’ll need

Bachelor’s degree in Business, Operations Management, Mathematics, or a related field (or equivalent experience)
5+ years of progressive leadership experience in workforce management, operations analytics, process improvement, or business intelligence reporting within a contact center or similarly complex service environment, including at least 2 years in a supervisory or managerial capacity
Experience in an omnichannel contact center environment
Working knowledge of SQL, Power BI, Tableau, or similar business intelligence tools
Familiarity with CRM or telephony systems (e.g., RingCentral, NICE, etc.)
Knowledge of process improvement methodologies, such as Lean or Six Sigma
Strong problem-solving and analytical skills
Demonstrated experience leveraging workforce management platforms (e.g., NICE IEX, CXOne, Verint, Genesys, Aspect, or equivalent)
Clear communication skills and the ability to work well with different teams
Advanced skills in Excel

Benefits

Comp & perks

Hybrid schedule: 2 days remote / 3 in‑office
Predictable hours (no nights, weekends, or holidays)
Competitive pay + generous PTO
Medical, dental & vision starting day one
401(k), tuition reimbursement & longevity bonuses

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

workforce planningforecastingschedulingperformance managementprocess improvementbusiness intelligence reportingSQLPower BITableauExcel

Soft Skills

problem-solvinganalytical skillsclear communicationcollaboration