Manager, Workforce Optimization

Berkshire Hathaway GUARD Insurance Companies•Parsippany, NJ

1d•$75,000 - $120,000•Hybrid

About The Position

At GUARD, we are currently looking for a strategic and analytical leader to serve as Manager, Workforce Optimization. In this role, you will lead workforce planning, forecasting, scheduling, real-time performance management, process improvement, and business intelligence reporting to optimize service delivery, operational efficiency, and resource utilization. You will partner closely with Operations, HR, Training, and other cross-functional stakeholders to deliver actionable insights, strengthen decision support, and drive continuous improvement across the organization.

Requirements

Bachelor’s degree in Business, Operations Management, Mathematics, or a related field (or equivalent experience).
5+ years of progressive leadership experience in workforce management, operations analytics, process improvement, or business intelligence reporting within a contact center or similarly complex service environment, including at least 2 years in a supervisory or managerial capacity.
Experience in an omnichannel contact center environment.
Working knowledge of SQL, Power BI, Tableau, or similar business intelligence tools to support reporting strategy, data analysis, and executive visibility.
Familiarity with CRM or telephony systems (e.g., RingCentral, NICE, etc.).
Knowledge of process improvement methodologies, such as Lean or Six Sigma, and their application to operational efficiency, workflow optimization, and service performance.
Strong problem-solving and analytical skills, with the ability to turn data into clear, useful insights
Demonstrated experience leveraging workforce management platforms (e.g., NICE IEX, CXOne, Verint, Genesys, Aspect, or equivalent) to support planning, staffing, and operational performance management.
Experience reviewing data and explaining key takeaways to support business decisions
Clear communication skills and the ability to work well with different teams
Advanced skills in Excel and experience using reporting or data tools

Nice To Haves

Experience supporting insurance service operations.
Applicants must be authorized to work in the U.S. without current or future sponsorship needs

Responsibilities

Build short- and long-term staffing forecasts based on call volume, workload, and business needs
Use historical data to improve forecast accuracy and staffing levels
Partner with Operations leaders to plan for seasonal trends and changing demand
Create and manage schedules to meet service levels and control staffing costs
Adjust staffing throughout the day based on volume, attendance, and performance
Ensure schedules follow labor laws and company policies
Oversee real-time performance, schedule adherence, and service levels
Make staffing adjustments during the day (e.g., volume changes, absences, system issues)
Provide clear updates and recommendations to Operations leaders
Track and report on forecast accuracy, staffing levels, and team performance
Build and maintain dashboards and reports for leadership
Identify inefficiencies and work with teams to improve processes
Manage and develop a team focused on workforce planning and reporting
Work with HR, Training, and Operations on hiring plans and onboarding
Coordinate staffing needs across departments