Manager, Workforce Planning & Vendor Support

Assurant is seeking a Manager, Workforce Planning & Vendor Support to join our Workforce Management group and lead a team of Workforce Planning Specialists.

This role is responsible for leading and serving as subject matter expert for business unit Workforce Planning and Vendor Management Workforce oversight, supporting multiple lines of business and multi-site Call Center Operations.  Call Centers operate in multiple locations and include outsourced providers supporting 24x7 Operations in a multi-skill, enterprise routing environment.

What will be my duties and responsibilities in this job?

• Recruit, hire, train and manage Workforce Planning Specialist, ensuring workforce management software optimization.  Management includes but is not limited to 1) efficient workflow patterns, 2) established performance standards, 3) effective delineation of duties and responsibilities, 4) suitable staffing levels, 5) appropriate supervision and 6) systems for timely communication of pertinent information.

• Work closely with Data Analytics regarding the forecast process.  Monitoring variances for continuous improvement.

• Direct the Forecasting function, analyzing data trends to predict staffing needs.

• Monitor new opportunities to determine impact to structure based on SLA goals, volume, hours of operation.  Make recommendations to ensure SLA’s are achieved and the appropriate structure (sites, hrs of operations, forecast groups, etc.) is in place. 

• Oversee and provide direction to vendor Workforce Management and Operations related to Workforce practices, ensuring compliance with Assurant processes and procedures.  Performs necessary audits and communicates results.

• Assist in designing and implement best practices in Workforce Management across the business unit and lines of business (currently 2 outsourced call center locations)

• Remain abreast of developments in Workforce Planning and Vendor Workforce Management in an Enterprise routing scenario by pursuing a program of self-development, participating in professional organizations, interacting with peers, reviewing pertinent literature, etc. Incorporates advancements when practicable and cost effective.

• Monitor the utilization of eWFM to ensure results are optimized across all sites (including outsourcers)

• Analyze workload of the Forecasters and Workforce Planning Specialist, ensuring the most effective virtual environment

• Maintain communication with vendor site leaders regarding workforce initiatives

• Analyze, communicate and assist in resolving staffing issues at vendor sites

• Monitor impact of schedule efficiency and adherence of agents in vendor locations to contribute achieving client service level goals ensuring schedules are aligned to requirements (volume) at the interval level and agents are adhering to their assigned schedules.  Communicate any scheduling inefficiencies which lead to higher cost, increase in needed FTE’s, to Ops internal and vendor leadership along with recommendations to overcome.   

• Oversee the process of entry of schedule exceptions at the vendor sites, entering as quickly as possible to ensure we have time to plan for staffing deviations to achieve client service level objectives

• Oversee the creation of all vendor agent schedules to ensure interval staffing requirements are achieved, achieving a high level of schedule efficiency (schedules are aligned to expected volume by interval).  Communicate any scheduling inefficiencies which lead to higher cost, increase in needed FTE’s, to Ops internal and vendor leadership along with recommendations to overcome.   

• Ensure creation and management of an efficient and effective shift bid process within the vendor locations

• Oversee the scheduling of all agents required training while ensuring no negative service level impact within the vendor locations

• Oversee the management of vendor agent gating to ensure right staff in the right skills at the right time to meet client service levels

• Attention to detail

What are the requirements needed for this position? 

• 5+ years of experience in a Call Center or Operations environment

• 2+ years of Management experience

• 2+ years of experience working directly with executive leaders or clients

• Excellent verbal and written communications skills

• Bachelor’s Degree is desired

What other skills/experience are needed?

• Strong customer service skills

• Ability to work with frequent interruptions and under deadlines

• Well-developed interpersonal skills promoting team participation with assigned staff

• Motivational methods to improve and develop assigned staff

• Ability to engage co-workers and peers

• Multi-task and perform to multiple goals/objectives

• Ability to work under pressure in a fast-paced setting, with competing priorities, good time management skills

• Computer skills required, including Word, Excel, and Outlook

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Pay Range:

Any posted pay range considers a wide range of compensation factors, including candidate background, experience and work location, while also allowing for salary growth within the position.

Expected application deadline is

If date is blank then this is a pipeline requisition, and we will continue to collect applications on an ongoing basis.

Helping People Thrive in a Connected World
Connect with us. Bring us your best work and your brightest ideas. And we’ll bring you a place where you can thrive. Learn more at jobs.assurant.com.

For U.S. benefit information, visit myassurantbenefits.com. For benefit information outside the U.S., please speak with your recruiter.

What’s the culture like at Assurant?
Our unique culture is a big reason why talented people choose Assurant. Named a Best/Great Place to Work in 13 countries and awarded the Fortune America’s Most Innovative Companies recognition in 2023, we bring together top talent around the world. Although we have a wide variety of skills and experiences, we share common characteristics that are uniquely Assurant. A passion for service. An ability to innovate in practical ways. And a willingness to take chances. We call our culture The Assurant Way.

Company Overview
Assurant is a leading global business services company that supports, protects, and connects major consumer purchases. A Fortune 500 company with a presence in 21 countries, Assurant supports the advancement of the connected world by partnering with the world’s leading brands to develop innovative solutions and deliver an enhanced customer experience through mobile device solutions, extended service contracts, vehicle protection services, renters insurance, lender-placed insurance products, and other specialty products.

Equal Opportunity Statement
Assurant is an Equal Employment Opportunity employer and does not use or consider race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by federal, state, or local law in employment decisions.