Workforce Planning Manager in Baton Rouge, LA at National General Insurance

Date Posted: 1/11/2018

Job Snapshot

Job Description


Responsible for developing, leading, and managing a Workforce Planning Team in a growing, dynamic, and fast-paced environment, while serving as the Forecasting, Scheduling and Real-Time Management (""RTM"") Subject Matter and trending expert for the Contact Center. Primary responsibilities include producing accurate Long, Medium, and Short-Range Staffing Forecasts, developing highly efficient Agent Schedules to deliver upon the Forecasts, and effective management / utilization of the Workforce Management Suite (technology). This position requires strong analytical skills, ability to make quick, practical and financially prudent decisions in a highly ambiguous environment, and the desire to embrace continuous improvement all while leading by example. This role also requires an effective communicator who can virtually manage staff in remote locations and work with business partners across all levels of the organization to meet business unit goals, client goals, and corporate objectives.


  • Supervise, lead, coach, and develop a specialized Workforce Planning team in defining best practices for producing accurate call volume and Average Handle Time (""AHT"") Forecasts and agent schedules that will optimize cost effectiveness and operational efficiency, while meeting Service Level objectives to deliver a high degree of Customer Satisfaction (""C-Sat"").
  • Analyze trends within assigned operations, including contact volumes, contact patterns, staff productivity, staff capacity and resource allocation, and use the analysis results to forecast contact arrival patterns.
  • Manage large amounts of data to identify workforce shortages, conduct root cause analysis while working toward strategically impactful solutions to address these issues.
  • Work with marketing and finance partners to understand key call drivers (such as specialty programs and environmental issues) and capacity needs.
  • Leverage and manage historical data from previous initiatives and pilots to develop educated assumptions for planned initiatives and future forecast periods.
  • Assure accurate monthly/weekly/daily/intraday forecasts and assure alignment with call routing applications.
  • Lead daily Operational meetings with Management, to ensure everyone is proactively prepared for the expected events of the day.
  • Manage configuration and support of ongoing initiatives such as flexible schedules and PTO allowances.
  • Manage schedule interface staffing rules and settings to maximum use of the application and assure a positive end user experience.
  • Assure timely system updates of staff movement, historical results and proper trending within the WFM application.
  • Provide real time and historical contact center data to management team, including key performance indicators such as AHT, Shrinkage, Adherence, Conformance, Service Level etc., working closely with them to proactively identify ways to improve results.
  • Serve as an internal expert on Key Performance Indicators (""KPIs"") that impact the contact centers ability to consistently and effectively meet its Service Level (TSF) and C-Sat expectations.
  • Lead a team of Reporting Analysts responsible for providing weekly ""Outlier Management"" reports to the Contact Center Leadership team on the Contact Center's KPIs.
  • Assume ultimate responsibly, along with Vice President and Director, for daily Service Level attainment of +/- 3% of Service Level objective through properly Forecasting call volumes and AHT, producing efficient schedules, and effectively managing the intraday operation.
  • Drive the Workforce Planning team to meet its weekly, monthly, and annual expectations on the critical Forecasting Accuracy, Schedule Efficiency, and Agent Delivery KPIs that are specific to the Workforce Planning team.
  • Recommend, organize, develop and help implement process improvements and training enhancements, using experience and facts to support.
  • Other duties and special projects as assigned.

Job Requirements

  • Bachelor's degree in General Business or equivalent knowledge and skills obtained through a combination of education, training and experience.
  • 3-5 years of experience in Call Center Management.
  • 3-5 years Customer Service experience.
  • 3-5 years Supervisory experience with ability to influence and drive results.
  • Strong Analytical, Math, Reasoning and Investigative skills.
  • Ability to prioritize, organize and summarize data from multiple sources
  • Strong attention to Detail/Process with strategic thinking and planning skills
  • Strong Leadership qualities, a good sense of judgment and a high degree of confidentiality
  • Excellent interpersonal skills including strong listening, written and verbal communication, with ability to clearly and professionally communicate with others
  • Proficient computer skills and working knowledge of Microsoft Office applications including Outlook Email, Power Point, Word and Advanced Excel skills
  • Experience forecasting with WFM applications and working with call routing strategies
  • Leverage a forecasting and scheduling tool to predict call volume to plan for appropriate staffing requirements.
  • Comfort with Ambiguity


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