Manager, Workforce Management

Manager, Workforce Management

At Alliant Insurance Services, we thrive on creating employee benefits solutions built on the idea that health makes growth possible. As top tier professionals dedicated to solving our clients' health and welfare insurance challenges, Alliant team members deliver an unrivaled depth of service, and our unique approach enables us to help clients stay resilient and turn change into opportunity. This position is a chance to join a dynamic, expanding company with prospects for individual and career growth.

As the Manager, Workforce Management, you will be responsible for the end-to-end workforce lifecycle—from long-term forecasting to real-time execution. You will lead a dedicated team of analysts to ensure we meet rigorous service level agreements (SLAs) and contractual requirements. This is a high-impact and high-volume role that bridges the gap between operational data and strategic execution, ensuring our resources are optimized and our teams are audit-ready.

Manage an effective reporting program that gathers, prepares, trends, and analyzes operational activity as necessary for all project areas as needed.

Develop and implement operational policies and procedures in collaboration with other key stakeholders.

Develop and maintain reports in areas including Call Center performance.

Utilize workforce management tools and reporting dashboards to track KPIs such as occupancy, adherence, and shrinkage.

Partner with operations, training, and quality teams to align workforce strategies with business objectives.

Collaborate across departments to implement standardized policies and improve the accuracy of forecasting and resource utilization.

Implement contingency plans to maintain service levels during peak periods or unforeseen events.

Manage and mentor workforce analysts, fostering a culture of high performance and data-driven decision-making.

Supervise performance and align workforce activities with quality assurance, training schedules, and audit compliance.

Monitor performance against key indicators established internally or by the clients.

Manage audits of operations.

Provide deep-dive analysis on service level misses and operational trends to drive continuous improvement.

Compiling data into reports for executive leadership on key metrics like Service Level Agreements (SLAs), Customer Satisfaction (CSAT), and Schedule Adherence.

Overseeing specialized Workforce Management software platforms such as UKG, NICE, Verint, Calabrio or Assembled to automate scheduling and tracking.

Manage all Workforce Management projects' quality assurance and training programs as well as corrective actions to ensure compliance.

Performs all duties in accordance with all company policies and procedures, and all federal, state and local laws, wherein the Company operates.

Performs other duties as assigned.

Bachelor's Degree Business Administration, Statistics, Mathematics, Economics, or Data Science.

Five (5) or more years Workforce Management Manager experience

Three (3) or more years in a leadership or people-management role.

Call Center experience required.

Ability to translate complex datasets into actionable business narratives for senior stakeholders.

Excellence in conveying staffing constraints and recommendations clearly to both frontline staff and executive leadership.

Capability to troubleshoot unexpected challenges like volume spikes or staffing shortages under high pressure.

High proficiency in Excel and hands-on experience with Workforce Management systems. (e.g., IEX, Verint, Salesforce, Zendesk, Calabrio)

Experience managing teams, coaching junior analysts, and partnering with Finance and HR departments as well as advising senior leadership.