Manager, Workforce Optimization

Manager, Workforce Optimization Good things are happening at Berkshire Hathaway GUARD Insurance Companies—an A+ (Superior) rated, nationwide Property & Casualty insurer backed by Berkshire Hathaway. With supportive leadership, collaborative teams, and opportunities to grow, GUARD is aplace where people build meaningful, long‑term careers. Good things you can count on: 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 At GUARD, we are currently looking for a strategic and analytical leader to serve as Manager, Workforce Optimization. In this role, you will lead workforce planning, forecasting, scheduling, real-time performance management, process improvement, and business intelligence reporting to optimize service delivery, operational efficiency, and resource utilization. You will partner closely with Operations, HR, Training, and other cross-functional stakeholders to deliver actionable insights, strengthen decision support, and drive continuous improvement across the organization. What you'll do: Workforce Planning & Forecasting: Build short- and long-term staffing forecasts based on call volume, workload, and business needs Use historical data to improve forecast accuracy and staffing levels Partner with Operations leaders to plan for seasonal trends and changing demand Scheduling & Staffing: Create and manage schedules to meet service levels and control staffing costs Adjust staffing throughout the day based on volume, attendance, and performance Ensure schedules follow labor laws and company policies Real-Time Monitoring: Oversee real-time performance, schedule adherence, and service levels Make staffing adjustments during the day (e.g., volume changes, absences, system issues) Provide clear updates and recommendations to Operations leaders Reporting & Continuous Improvement: Track and report on forecast accuracy, staffing levels, and team performance Build and maintain dashboards and reports for leadership Identify inefficiencies and work with teams to improve processes Team Leadership & Coordination: Manage and develop a team focused on workforce planning and reporting Work with HR, Training, and Operations on hiring plans and onboarding Coordinate staffing needs across departments Qualifications: Required: 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 to support reporting strategy, data analysis, and executive visibility. Familiarity with CRM or telephony systems (e.g., RingCentral, NICE, etc.). Knowledge of process improvement methodologies, such as Lean or Six Sigma, and their application to operational efficiency, workflow optimization, and service performance. Strong problem-solving and analytical skills, with the ability to turn data into clear, useful insights Demonstrated experience leveraging workforce management platforms (e.g., NICE IEX, CXOne, Verint, Genesys, Aspect, or equivalent) to support planning, staffing, and operational performance management. Experience reviewing data and explaining key takeaways to support business decisions Clear communication skills and the ability to work well with different teams Advanced skills in Excel and experience using reporting or data tools Preferred: Experience supporting insurance service operations. *Applicants must be authorized to work in the U.S. without current or future sponsorship needs* Salary Range $75,000-$120,000. In accordance with applicable pay transparency laws, the above range represents a good-faith estimate. Final compensation will be determined based on factors such as experience, credentials, geographic location, and other considerations permitted by law. This role may be based out of any of our office locations, including: New York, NY; Parsippany, NJ; Conshohocken, PA; Wilkes‑Barre, PA; Alpharetta, GA; Rosemont, IL; Plano, TX; and Scottsdale, AZ. Travel: Up to 10% (typically 1–2 trips per month to the home office or satellite locations) The successful candidate is expected to work in one of our offices 3 days per week and also be available for travel as required.