Work Force Manager- Life & Annuity Contact Center

Job Description:DXC Technology (NYSE: DXC) helps global companies run their mission critical systems and operations while modernizing IT, optimizing data architectures, and ensuring security and scalability across public, private and hybrid clouds. The world’s largest companies and public sector organizations trust DXC to deploy services across the Enterprise Technology Stack to drive new levels of performance, competitiveness, and customer experience. Learn more about how we deliver excellence for our customers and colleagues at DXC.comThe 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 ResponsibilitiesWorkforce Strategy & Leadership• 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 (SSL’s).• 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.Forecasting, Capacity Planning & Staffing• 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 labor 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.Scheduling, Real-Time Management & Performance Optimization• Oversee workforce scheduling practices to maximize efficiency while maintaining employee engagement and operational flexibility.• Ensure effective management of shrinkage, occupancy, adherence, overtime, and intraday staffing adjustments.• Lead intraday and command center 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.Client Partnership & Service Delivery• 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.• Utilize 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.Reporting, Analytics & Business Insights• Own workforce reporting strategy and governance for internal and client-facing needs.•Deliver executive-level reporting that clearly communicates:o What happened?o Why it happened?o Business impact (So What?)o Recommended actions (Now What?)• 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 modernization of workforce reporting capabilities.Technology & Transformation Leadership• 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 center technologies.• Partner with IT and vendors on technology launches, upgrades, integrations, and optimization initiatives.• Drive continuous improvement through automation, AI, digital transformation, and advanced analytics.• Champion workplace modernization initiatives that enhance workforce productivity, efficiency, scalability, and employee experience.Financial & Operational Management• Align workforce planning with budgetary and financial objectives.• Evaluate labor utilization, staffing costs, productivity performance, and operational efficiency.• Support financial planning, budget forecasting, and business case development.• Identify opportunities to improve margins through workforce optimization strategies.• Ensure workforce recommendations support client profitability and DXC operational objectives.Risk, Compliance & Governance• 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 QualificationsEducation• Bachelor's degree in Business Management, Operations, Analytics, Computer Science, Finance, Mathematics, or related field preferred or equivalent combination of education and relevant experience will be considered.Experience• 10+ years of Workforce Management experience in large-scale BPS/BPO contact center 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, programs, locations, or geographies.• Proven experience in forecasting, capacity planning, scheduling, real-time management, reporting, and workforce optimization.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 ExpertiseWorkforce Management PlatformsExpert-level experience with one or more of:• NICE / inContact• Verint Workforce Management• AWS Connect• Genesys Cloud• Aspect• IEX• Equivalent enterprise WFM platformsData & AnalyticsAdvanced proficiency in:• Microsoft Excel (advanced formulas, Power Query, modeling)• Power BI• Microsoft PowerPoint• Microsoft Word• SQL and data analytics concepts•Data lakes, repositories, data governance, and reporting architecture•Workforce automation and visualization toolsLeadership CompetenciesThe successful candidate will demonstrate:• Executive presence and business acumen• Strategic thinking and workforce optimization 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 engagementSuccess MeasuresPerformance in this role will be measured through:• Forecast Accuracy• Service Level Achievement• Occupancy and Utilization Performance• Staffing Optimization• Schedule Efficiency• Client Satisfaction• Employee Engagement• Workforce Technology Adoption• Financial Performance• Continuous Improvement Outcomes• Executive and Client Stakeholder ConfidenceWork 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.At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.If you are an applicant from the United States, Guam, or Puerto RicoDXC Technology Company (DXC) is an Equal Opportunity employer. All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, pregnancy, veteran status, genetic information, citizenship status, or any other basis prohibited by law. View postings below .We participate in E-Verify. In addition to the posters already identified, DXC provides access to prospective employees for the Federal Minimum Wage Poster, Federal Polygraph Protection Act Poster as well as any state or locality specific applicant posters. To access the postings in the link below, select your state to view all applicable federal, state and locality postings. Postings are available in English, and in Spanish, where required. View postings below.Postings LinkDisability AccommodationsIf you are an individual with a disability, a disabled veteran, or a wounded warrior and you are unable or limited in your ability to access or use this site as a result of your disability, you may request a reasonable accommodation by contacting us via email.Please note: DXC will respond only to requests for accommodations due to a disability.Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is available here.SummaryLocation: USA - TN - NASHVILLEType: Full time