Senior Manager, Workforce Management

Location: Hybrid, with 3 days in the office; available in Richardson, TX; Lakeland, FL; Macon, GA; Virginia Beach, VA; Tucson, AZ; or Fredericksburg, VA.

Salary: $108,000–$169,000 annually

Company

hirify.global is a large U.S. auto insurer and Berkshire Hathaway company operating contact center services for millions of customers.

What you will do

• Lead, mentor, and develop approximately 10 workforce management professionals.
• Oversee forecasting, capacity planning, scheduling, and coverage across voice, chat, and email channels.
• Manage intraday and real-time performance, including schedule adjustments, adherence, occupancy, service levels, and average speed of answer.
• Analyze workforce and operational data and present monthly management review decks with actionable recommendations.
• Optimize processes, automate workflows, and lead enterprise projects that improve workforce efficiency and customer satisfaction.
• Partner with operations and senior leadership on staffing plans, hiring schedules, capacity planning, and business priorities.

Requirements

• Bachelor’s degree in business, finance, statistics, operations management, or a related field.
• At least 5 years of workforce management experience in a high-volume contact center environment.
• At least 4 years of leadership experience managing workforce teams and delivering forecasting, scheduling, and real-time management results.
• Advanced experience with NICE Workforce Management, AWS Connect, Alvaria, or comparable platforms is required.
• Advanced proficiency with predictive analytics, PowerBI, Excel, data visualization, and complex data analysis.
• Strong knowledge of workforce management metrics, executive communication, problem-solving, and decision-making.

Nice to have

• Certified Workforce Planning Professional certification or a similar credential.

Culture & Benefits

• Hybrid work arrangement with office attendance three days per week.
• Personalized development programs, mentorship, and certification assistance.
• Inclusive and collaborative culture focused on shared success.
• Competitive compensation, benefits, and flexibility supporting employee well-being and career development.