Workforce Management Senior Consultant

CNA Insurance•Lake Mary, FL

1d•$72,000 - $141,000•Hybrid

About The Position

You have a clear vision of where your career can go. And we have the leadership to help you get there. At CNA, we strive to create a culture in which people know they matter and are part of something important, ensuring the abilities of all employees are used to their fullest potential. We’re seeking an experienced Workforce Management (WFM) Senior Consultant to lead forecasting, staffing strategy, analytics, and operational performance initiatives across a multi skilled service environment. This role is perfect for someone who excels in data driven decision making, thrives in complex operational ecosystems, and can influence leaders with actionable insights. You will serve as a strategic partner—improving workforce efficiency, enhancing customer experience outcomes, and enabling operational excellence.

Requirements

5+ years of Workforce Management experience in service delivery, insurance operations
Strong expertise in forecasting, capacity planning, staffing modeling, and WFM technology.
Exceptional analytical skills with the ability to interpret large data sets and build compelling data stories.
Proficiency with tools such as Excel, Power BI/Tableau, WFM platforms
Demonstrated experience leading projects, influencing cross‑functional teams, and delivering measurable outcomes.
Strong communication skills with the ability to present confidently to senior leaders.
Bachelor’s degree or equivalent experience.

Responsibilities

Strategic Workforce Planning Build and enhance dashboards and reporting that drive clarity around staffing needs, trends, variances, and performance.
Translate complex data into clear insights and recommendations for leaders and stakeholders.
Maintain/Enhance staffing models (Forecasting/Capacity) and resource optimization strategies across multi‑channel, multi‑skill environments.
Support workforce redesign initiatives including staffing mix optimization, skill‑based routing, and future‑state operating models.
Project & Stakeholder Leadership Lead end‑to‑end consulting engagements including scope definition, delivery, and execution.
Present findings, communicate risks, and provide guidance to leaders at all levels.
Facilitate discussions across diverse stakeholder groups to align strategies and solve complex problems.
Process & Technology Optimization Recommend and implement enhancements related to WFM tools, routing logic, analytics platforms, and workforce processes.
Identify automation opportunities to streamline forecasting, scheduling, and reporting practices.
Support the rollout of new systems, ensuring adoption and effective change management.

Benefits

CNA offers a comprehensive and competitive benefits package to help our employees – and their family members – achieve their physical, financial, emotional and social wellbeing goals.
For a detailed look at CNA’s benefits, please visit cnabenefits.com.
CNA is committed to providing reasonable accommodations to qualified individuals with disabilities in the recruitment process.
To request an accommodation, please contact [email protected].
At CNA, we are focused on success, individually and collectively.
We pride ourselves on promoting a culture that challenges and engages people.
We strive to connect people, departments and business areas, to function as a team, and to serve our customers and communities with professionalism and respect.
Our dedication to employee engagement, continuous learning and the open exchange of ideas is the cornerstone of our business.
These ideals, combined with our focus on the customer, enable us to explore new market opportunities and build on our success.
Our values, culture and financial strength are what differentiates us from other employers and make CNA the place you want to work.
At CNA, we are committed to advancing a culture of inclusion – one that attracts talent from all walks of life, fosters respect and collaboration, and enables all of our colleagues to do their best work.
At CNA, we have a long standing commitment to the diverse communities in which we live and work.
We actively make a difference for the greater good through partnerships, sustainability, initiatives, and working together for a better tomorrow.
Corporate Social Responsibility is not one person, or one department, it's the entire enterprise coming together to make the world a better place.