Senior Manager, WFM and Operational Strategy

Allianz Insurance • Richmond, VA

8d • $97,740 - $143,352 • Remote

About The Position

The Senior Manager, WFM and Operational Strategy drives workforce management strategy and operational efficiency across high-volume Global Travel Operations call center teams. This is a hands-on manager who leads a small team while also partnering across functions and using data-driven insights to optimize staffing, improve associate satisfaction, and deliver measurable business outcomes.
Way of working: This is a US remote based position. Candidates must currently reside in select U.S. states where we are authorized to hire and be legally eligible to work in the US. Current or future sponsorship is not available.
Authorized States: Florida, Georgia, Maryland, North Carolina, Texas, Virginia, Illinois, Kentucky, Minnesota, South Carolina and Tennessee.

Requirements

• 5+ years of WFM experience in a high-volume call center environment
• 5+ years driving process improvement or operational efficiency initiatives
• Experience with WFM platforms such as NICE, Verint, Aspect, Genesys, or similar.
• Proficiency in Excel and Power BI data analysis tools
• Proven ability to lead cross-functional teams and manage project plans and budgets
• Demonstrated ability to automate workflows and streamline reporting processes
• Experience leading technology implementation projects
• Experience managing a small team
• Fluent English

Nice To Haves

• Bachelor's degree in Business Administration, Operations Management, Analytics, or related field
• Project Management Certification (e.g., PMP)
• Process automation tools (Power Automate, Python, or RPA)
• Employee engagement or scheduling flexibility platforms
• Change management methodologies
• Managing resources across multiple locations

Responsibilities

• Standardize data collection, reporting, and analysis across WFM functions.
• Build and maintain dashboards for service level, occupancy, adherence, shrinkage, and attrition metrics.
• Analyze workforce trends to support capacity planning and hiring recommendations.
• Monitor industry trends and emerging technologies to inform WFM strategy.
• Lead initiatives to streamline operations and optimize resource utilization across multiple locations.
• Identify inefficiencies and implement solutions to improve workforce flexibility and operational performance.
• Develop and manage project plans and budgets supporting operational efficiency goals.
• Conduct post-implementation reviews to measure effectiveness and ROI.
• Lead cross-functional teams to deliver strategic initiatives on time and within scope.
• Partner with Operations, IT, HR, and vendors to implement and support key initiatives.
• Serve as the primary contact for project communications and stakeholder management.
• Champion workforce technology solutions, including flexible scheduling and rostering tools.
• Lead and develop a small team in a collaborative, high-performance environment.
• Serve as the WFM subject matter expert and advisor to operations leadership.
• Develop and deliver training on capacity planning, schedule optimization, and shrinkage management.
• Translate complex WFM data into clear, actionable insights.
• Create guides, playbooks, and standard operation procedures for recurring WFM processes.

Benefits

• Annualized base pay range is $97,740 - $143,352 USD.
• Employees may also qualify for performance-based bonuses, merit increases, and other incentives based on individual and company performance.
• We offer a comprehensive benefits package that includes health, dental, and vision insurance, retirement savings plans, paid time off, and other employee programs.

What This Job Offers

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