Build and enhance dashboards and reporting that drive clarity around staffing needs, trends, variances, and performance.
Translate complex data into clear insights and recommendations for leaders and stakeholders.
Maintain/Enhance staffing models (Forecasting/Capacity) and resource optimization strategies across multi‑channel, multi‑skill environments.
Support workforce redesign initiatives including staffing mix optimization, skill‑based routing, and future‑state operating models.
Lead end‑to‑end consulting engagements including scope definition, delivery, and execution.
Present findings, communicate risks, and provide guidance to leaders at all levels.
Recommend and implement enhancements related to WFM tools, routing logic, analytics platforms, and workforce processes.
Identify automation opportunities to streamline forecasting, scheduling, and reporting practices.
Support the rollout of new systems, ensuring adoption and effective change management.

Requirements

5+ years of Workforce Management experience in service delivery, insurance operations
Strong expertise in forecasting, capacity planning, staffing modeling, and WFM technology.
Exceptional analytical skills with the ability to interpret large data sets and build compelling data stories.
Proficiency with tools such as Excel, Power BI/Tableau, WFM platforms
Demonstrated experience leading projects, influencing cross‑functional teams, and delivering measurable outcomes.
Strong communication skills with the ability to present confidently to senior leaders.
Bachelor’s degree or equivalent experience.

Benefits

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

forecastingcapacity planningstaffing modelingdata analysisdata storytellingautomationresource optimizationchange management

Soft Skills

analytical skillscommunication skillsleadershipinfluencingpresentation skills