Senior Capacity Manager: Workforce Management

Liberty Mutual Insurance•Boston, MA

2d•Hybrid

About The Position

The Senior Capacity Manager provides strategic leadership and management over the Workforce Management tools, process optimization, and business analytics operations. Directly oversees a cross-functional team of business analysts and capacity management analysts. Fosters and develops a culture of continuous improvement through data-driven decision-making and process innovation. Candidates who live within 50 miles of Boston, MA; Portsmouth, NH; Seattle, WA; Columbus, OH; or Plano, TX will follow a hybrid schedule, coming into the office two days per week. Otherwise, this role is remote with occasional travel.

Requirements

Strong project management experience with the ability to define clear scope, timeline and deliverables while tracking progress against goals
Track record of identifying process inefficiencies and implementing sustainable solutions
Comfort learning new platforms and technologies
Demonstrated ability to coach, mentor and grow talent within the organization
Extensive knowledge of contact centers, capacity management systems, resource planning needs, and Workforce Management applications
Working knowledge of call center systems
Ability to manage large groups of service representatives personal needs, vacation planning and business requirements and foresee what impact changes to the schedule will have on staffing and/or the ability to meet business objectives
Bachelor degree and/or equivalent, 7+ years of experience, with 3 to 5 years of call center, contact center, or field office management experience

Responsibilities

Directly manages and develops team members across multiple functions, providing clear direction, performance feedback, and career development opportunities
Provides oversight of system administration for all USRM Workforce Management tools including Calabrio WFM, Triton, SharePoint, and Power Apps including release validation activities, testing features and verifying business compatibility
Ensures WFM environments are properly configured, maintained, and enhanced to support business objectives
Partners with Calabrio and other vendors to provide product feedback and enhancement recommendations aligned with organizational needs
Drives expansion of analytics capabilities to provide enhanced workforce visibility and data-driven insights across the organization and drives continuous improvement initiatives to enhance efficiency and effectiveness of WFM processes
Works with end users to troubleshoot application issues and escalates to appropriate parties for resolution
Oversees new hire schedule management, programming, and nesting for various USRM channels and promotional classes
Manages team's support of ongoing skill management, scheduling, and system maintenance activities
Manages miscellaneous WFM projects and system changes as assigned by business leadership