Workforce Manager, Employer Services
About The Position
Vestwell is hiring a Workforce Manager for its Employer Services team. The role owns forecasting, staffing, scheduling, and real-time workforce management for a team supporting 401(k) plan sponsors, payroll administrators, and partners across phone, email, and case queues. The Workforce Manager partners closely with Employer Service leadership to ensure staffing levels and skill coverage meet service needs while balancing utilization and employee experience. The position accounts for retirement-plan seasonality and event-driven demand, including plan onboarding, conversions, year-end, compliance testing, and Form 5500 season. It also oversees WFM reporting, tools, policies, and process improvements, while maintaining strict confidentiality and data-protection standards for plan sponsor and participant data. The role is based in one of Vestwell’s New York City, Austin, King of Prussia, or Scottsdale offices and is part of the company’s hybrid in-office operation.
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 the 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 volumes and handling times.
- Model staffing needs and hiring plans in partnership with leadership.
- Account for 401(k) seasonality and event-driven volume spikes, including onboarding waves, plan conversions, year-end, compliance testing, and Form 5500 season.
- Update forecasts as business drivers change, including partner launches and product releases.
- Build schedules that meet service-level goals while balancing training, quality assurance, 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, average speed of answer, abandon rate, occupancy, adherence, shrinkage, and case backlog and aging.
- Present trends and staffing recommendations to leadership.
- Measure forecast accuracy and continuously refine forecasting models.
- Administer workforce management and case management tools.
- Document WFM policies and procedures, including adherence and time-off standards.
- Identify automation and process opportunities that reduce manual work and improve efficiency.
- Protect confidential plan sponsor and participant data and uphold data-protection standards.
Benefits
- Comprehensive health benefits.
- Generous time off.
- Employee Wellbeing Committee.
- Hybrid work model with access to collaborative offices.
- Competitive 401(k) plan.
- Eligibility to participate in the Company Bonus Pool.
- Eligibility to receive new-hire equity in the Company.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
