Workforce Manager, Employer Services
About The Position
Vestwell is seeking a Workforce Manager to own forecasting, staffing, scheduling, and real-time workforce management for its Employer Services team. The team supports 401(k) plan sponsors, payroll administrators, and partners through phone, email, and case queues. The Workforce Manager will partner closely with Employer Service leadership to ensure staffing levels and skill coverage meet service needs while balancing utilization and employee experience, including the seasonal rhythms of the retirement plan business. The role is based in the New York City, Austin, King of Prussia, or Scottsdale office and is part of Vestwell’s hybrid in-office operation. The expected base salary range is $80,000–$95,000. The position is eligible for participation in the Company Bonus Pool and may receive new-hire equity. Salary bands are based on New York and similar metro areas and may vary depending on the hiring location.
Requirements
- At least 5 years of experience in workforce management, forecasting, or capacity planning in a contact center or service environment.
- Experience supporting multichannel queues, including phone, email, and case or ticket queues.
- Strong analytical skills.
- Advanced Excel skills and hands-on experience with WFM tools and reporting.
- Excellent communication skills and ability to present data-driven recommendations to leadership.
- Ability to manage multiple priorities in a fast-paced environment.
- Commitment to service excellence and continuous improvement.
Nice To Haves
- Knowledge of 401(k) or retirement plan services.
Responsibilities
- Build and maintain short- and long-term forecasts for call, email, and case volume and handling time.
- Model staffing needs and hiring plans in partnership with leadership.
- Account for 401(k) seasonality and event-driven volume spikes, including plan onboarding waves, plan conversions, year-end, compliance testing, and Form 5500 season.
- Update forecasts as business drivers change, including new partner launches and product releases.
- Build schedules that meet service-level goals while balancing training, QA, coaching, and time-off needs.
- Monitor queues intraday and adjust staffing, breaks, and work assignments to protect service levels and case SLAs.
- Manage skill-based routing and queue prioritization across phone, email, and case work.
- Coordinate time off, overtime, and shrinkage planning.
- Own WFM reporting, including service level, ASA, abandon rate, occupancy, adherence, shrinkage, and case backlog and aging.
- Present trends and staffing recommendations to leadership.
- Measure forecast accuracy against applicable targets and continuously refine forecasting models.
- Administer WFM and case management tools.
- Document WFM policies and procedures, including adherence and time-off standards.
- Identify automation and process opportunities to reduce manual work and improve efficiency.
- Uphold confidentiality and data-protection standards when working with plan sponsor and participant data.
Benefits
- Comprehensive health benefits.
- Generous time off.
- Competitive 401(k) plan.
- Eligibility to participate in the Company Bonus Pool.
- Eligibility to receive new-hire equity in the Company.
- Employee wellbeing support through a dedicated Employee Wellbeing Committee.
- Hybrid work model with access to collaborative offices.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
