Manager, Workforce Management

CenterWell • Orlando, FL

22h • Onsite

About The Position

The Manager, Workforce Management applies and integrates advanced and predictive analysis, people metrics and reporting to develop strategic and operational insights for workforce decision-making (e.g., staffing, learning and development, talent management, diversity and human resource compliance). This role works within specific guidelines and procedures, applying advanced technical knowledge to solve moderately complex problems. The Manager receives assignments in the form of objectives and determines the approach, resources, schedules, and goals. The position assesses organizational staffing, identifies requirements and solutions to meet workforce objectives, and provides analysis of talent and staffing needs based on strategic planning at the enterprise level. Decisions are typically related to resources, approach, and tactical operations for projects and initiatives involving their departmental area, requiring cross-departmental collaboration, conducting briefings and area meetings, and maintaining frequent contact with other managers across the department.

Requirements

• Bachelor's degree
• 6 or more years of Workforce Management experience
• 2 or more years of management experience
• Must be passionate about contributing to an organization focused on continuously improving consumer experiences
• Comprehensive knowledge of Microsoft Word, Excel and PowerPoint
• Excellent written and oral communication skills
• Strong analysis, critical thinking, and analytical problem-solving skills
• Ability to handle multiple tasks and deadlines with attention to detail
• Strong proficiency in WFM software and real-time analytics tools
• Ability to interpret live data and make immediate, informed decisions
• Strong interpersonal and problem-solving skills to collaborate across departments
• Ability to work in a fast-paced, high-pressure environment and manage unexpected disruptions

Nice To Haves

• Advanced Degree
• Prior experience in Process or Project Management
• Prior experience in a contact center, customer service, or operations-heavy environment
• Knowledge of labor laws, scheduling compliance, and workforce optimization best practices
• Previous leadership or management experience in intraday workforce operations

Responsibilities

• Apply and integrate advanced and predictive analysis, people metrics, and reporting.
• Develop strategic and operational insights for workforce decision-making (e.g., staffing, learning and development, talent management, diversity, and human resource compliance).
• Work within specific guidelines and procedures.
• Apply advanced technical knowledge to solve moderately complex problems.
• Receive assignments in the form of objectives and determine approach, resources, schedules, and goals.
• Assess organizational staffing and identify requirements and solutions to meet workforce objectives.
• Provide analysis of talent and staffing needs based on strategic planning at the enterprise level.
• Make decisions related to resources, approach, and tactical operations for projects and initiatives involving own departmental area.
• Require cross-departmental collaboration.
• Conduct briefings and area meetings.
• Maintain frequent contact with other managers across the department.

Benefits

• Competitive benefits that support whole-person well-being.
• Associate benefits designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work.
• Medical, dental and vision benefits
• 401(k) retirement savings plan
• Time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave)
• Short-term and long-term disability
• Life insurance
• Many other opportunities.
• This job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager