Work Force Manager- Life & Annuity Contact Center

The Workforce Management (WFM) Manager is responsible for leading Workforce Management strategy and execution across a portfolio of Life & Annuity contact center operations supporting multiple clients. This leader owns the end‑to‑end workforce management function, including forecasting, capacity planning, scheduling, real‑time management, reporting, analytics, resource optimization and workforce technology enablement. Serving as a strategic business partner to Operations, Client Management, Training, Quality, HR, Technology and senior leadership, this role ensures workforce strategies align with service level commitments, client contractual obligations, regulatory requirements, customer experience objectives and financial targets. The successful candidate will bring deep expertise in contact center workforce management, Life & Annuity operations, workforce analytics and workforce technology platforms. This leader will be responsible for driving operational excellence, workforce modernization, data‑driven decision‑making and continuous improvement while building a high‑performing workforce management organization. Key Responsibilities Lead the Workforce Management function supporting multiple Life & Annuity contact center programs and client accounts. Develop and execute short‑term and long‑term workforce strategies that balance service, customer experience, employee experience and financial performance. Provide leadership, coaching and development for Workforce Leads, Workforce Analysts, Capacity Planners and Real‑Time Analysts. Establish a culture of accountability, analytical excellence, continuous improvement and customer‑centric decision‑making. Serve as a trusted advisor to Operations and senior leadership regarding workforce strategies, staffing risks and optimization opportunities. Drive workforce governance, standardization and best practices across all supported programs and geographies. Own all forecasting and staffing models, ensuring forecasts remain accurate, current and aligned with business demand. Develop monthly, quarterly, annual and long‑range workforce plans supporting business growth and client requirements. Lead scenario planning and "what‑if" modeling activities to assess impacts of volume fluctuations, business changes, regulatory events and client initiatives. Create staffing recommendations that achieve contractual service level commitments while optimizing labour costs. Partner with Operations leaders to evaluate staffing gaps, productivity opportunities and workload balancing strategies. Analyze forecast accuracy and implement corrective actions to continually improve planning effectiveness. Oversee workforce scheduling practices to maximise efficiency while maintaining employee engagement and operational flexibility. Ensure effective management of shrinkage, occupancy, adherence, overtime and intraday staffing adjustments. Lead intraday and command centre activities to proactively manage performance risks and service disruptions. Drive decision making through real‑time analysis and workforce performance monitoring. Ensure workforce recovery plans are established and executed during performance challenges, system outages or unexpected volume events. Partner directly with client stakeholders to deliver workforce solutions that support business objectives and contractual obligations. Manage workforce‑related elements of client governance, reviews, business updates and strategic planning sessions. Translate workforce performance data into actionable business recommendations. Utilise the Listen, Learn and Act philosophy to strengthen client relationships and proactively identify opportunities for improvement. Support new client implementations, business expansions and workforce integration activities. Own workforce reporting strategy and governance for internal and client‑facing needs. Deliver executive‑level reporting that clearly communicates what happened, why it happened, business impact and recommended actions. Develop dashboards, KPI scorecards, forecasting tools and analytical models supporting decision‑making. Identify trends, risks, root causes and opportunities through advanced data analysis. Drive automation and modernisation of workforce reporting capabilities. Act as the Workforce Management business owner for workforce technologies and platform enhancements. Lead business requirements, testing, implementation and adoption efforts for workforce management systems and contact centre technologies. Partner with IT and vendors on technology launches, upgrades, integrations and optimisation initiatives. Drive continuous improvement through automation, AI, digital transformation and advanced analytics. Champion workplace modernisation initiatives that enhance workforce productivity, efficiency, scalability and employee experience. Align workforce planning with budgetary and financial objectives. Evaluate labour utilisation, staffing costs, productivity performance and operational efficiency. Support financial planning, budget forecasting and business case development. Identify opportunities to improve margins through workforce optimisation strategies. Ensure workforce recommendations support client profitability and DXC operational objectives. Ensure workforce processes support client contractual obligations, regulatory requirements, operational controls and audit expectations. Drive compliance with workforce management policies, procedures and service standards. Support business continuity planning and workforce contingency strategies. Identify operational risks and implement mitigation plans. Required Qualifications Education Bachelor’s degree in Business Management, Operations, Analytics, Computer Science, Finance, Mathematics or a related field. Equivalent combinations of education and experience are considered. Experience 10+ years of Workforce Management experience in large‑scale BPS/BPO contact centre environments. 10+ years of progressive leadership experience managing Workforce Management teams. Demonstrated experience supporting Life & Annuity, Insurance, Financial Services, BPO or regulated service environments. Experience managing workforce functions across multiple clients, programmes, locations or geographies. Proven experience in forecasting, capacity planning, scheduling, real‑time management, reporting and workforce optimisation. Preferred Qualifications Life & Annuity or Insurance Operations experience. Business Process Services (BPS/BPO) experience. Multi‑client or shared services workforce management leadership experience. Experience leading workforce functions in hybrid, remote and global operating environments. Six Sigma Green Belt, Black Belt, Lean, PMP or equivalent certification. LOMA, FINRA or other insurance industry certifications. Technical Expertise Expert‑level Experience With One Or More Of NICE / inContact Verint Workforce Management AWS Connect Genesys Cloud Aspect IEX Equivalent enterprise WFM platforms Data & Analytics Microsoft Excel (advanced formulas, Power Query, modelling) Power BI Microsoft PowerPoint Microsoft Word SQL and data analytics concepts Data lakes, repositories, data governance and reporting architecture Workforce automation and visualisation tools Leadership Competencies Executive presence and business acumen. Strategic thinking and workforce optimisation expertise. Strong analytical and problem‑solving abilities. Exceptional communication and storytelling skills. Client relationship management excellence. Change leadership and transformation experience. Talent development and succession planning capability. Cross‑functional influence and stakeholder management. Accountability, ownership and results orientation. Commitment to diversity, inclusion and employee engagement. Success Measures Forecast accuracy. Service level achievement. Occupancy and utilisation performance. Staffing optimisation. Schedule efficiency. Client satisfaction. Employee engagement. Workforce technology adoption. Financial performance. Continuous improvement outcomes. Executive and client stakeholder confidence. Work Environment Hybrid work environment based in Nashville, TN. Periodic travel may be required based on client needs, operational requirements and leadership events. Ability to support a multi‑time‑zone workforce operation and participate in off‑hours leadership activities when business needs require. Equal Opportunity Employer Statement DXC Technology Company (DXC) is an Equal Opportunity employer. All qualified candidates will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, age, disability, pregnancy, veteran status, genetic information, citizenship status or any other basis prohibited by law. We participate in E‑Verify. DXC provides access to prospective employees for federal, state and local applicant posters. We are committed to providing reasonable accommodations for qualified individuals with disabilities. We are required to provide monetary assistance to employees who are disabled but this will only apply to requests for accommodations due to a disability. #J-18808-Ljbffr DXC Technology