Senior Manager, WFM, Operational Strategy

This is a fully remote position, open to applicants in Florida, +9 more states.

📋 Description

• Drive the workforce management strategy and enhance operational efficiency for high-volume Global Travel Operations call center teams.

• Lead a small team while collaborating across functions and utilizing data-driven insights to optimize staffing, enhance associate satisfaction, and achieve measurable business results.

• Standardize the collection, reporting, and analysis of data across workforce management functions.

• Create and maintain dashboards that track service levels, occupancy, adherence, shrinkage, and attrition metrics.

• Analyze workforce trends to facilitate capacity planning and inform hiring recommendations.

• Monitor industry trends and emerging technologies to shape the workforce management strategy.

• Spearhead initiatives aimed at streamlining operations and optimizing resource utilization across multiple locations.

• Identify inefficiencies and implement solutions to enhance workforce flexibility and operational performance.

• Develop and manage project plans and budgets aligned with operational efficiency objectives.

• Conduct post-implementation reviews to assess effectiveness and return on investment.

• Lead cross-functional teams to ensure timely delivery of strategic initiatives within scope.

• Collaborate with Operations, IT, HR, and vendors to implement and support key initiatives.

• Act as the primary point of contact for project communications and stakeholder management.

• Advocate for workforce technology solutions, including flexible scheduling and rostering tools.

• Lead and mentor a small team in a collaborative, high-performance setting.

• Serve as the workforce management subject matter expert and advisor to operations leadership.

• Develop and deliver training on capacity planning, schedule optimization, and shrinkage management.

• Translate complex workforce management data into clear, actionable insights.

• Create guides, playbooks, and standard operating procedures for recurring workforce management processes.

⛳️ Requirements

• 5+ years of experience in workforce management within a high-volume call center environment.

• 5+ years of experience driving process improvement or operational efficiency initiatives.

• Familiarity with workforce management platforms such as NICE, Verint, Aspect, Genesys, or similar tools.

• Proficiency in data analysis tools such as Excel and Power BI.

• Proven capability to lead cross-functional teams and manage project plans and budgets.

• Demonstrated experience in automating workflows and streamlining reporting processes.

• Experience in leading technology implementation projects.

• Experience in managing a small team.

• Fluent in English.

• Candidates must currently reside in select U.S. states where Allianz is authorized to hire.

• Must be legally eligible to work in the U.S.

• Current or future sponsorship is not available.

• Preferred: Bachelor's degree in Business Administration, Operations Management, Analytics, or a related field.

• Preferred: Project Management Certification (e.g., PMP).

• Preferred: Experience with process automation tools (Power Automate, Python, or RPA).

• Preferred: Familiarity with employee engagement or scheduling flexibility platforms.

• Preferred: Knowledge of change management methodologies.

• Preferred: Experience in managing resources across multiple locations.

🏝️ Benefits

• Performance-based bonuses.

• Merit increases.

• Additional performance-based incentives.

• Professional development courses and targeted development programs.

• Opportunities for international mobility and career advancement.

• Work Well health and wellbeing programs.

• Flexible work-life balance planning and arrangements.

• Health insurance.

• Dental insurance.

• Vision insurance.

• Retirement savings plans.

• Paid time off.

• Other employee programs.