Manager, Workforce Management (Insurance)

Location: Columbus, Ohio — the associate must reside within 35 miles of One hirify.global Plaza, Columbus, OH 43215. The role requires office attendance according to the department's current hybrid schedule.

Salary: $97,000–$180,000 nationally; expected starting range: $97,000–$145,000.

Company

hirify.global is a Fortune 100 insurance and financial services company serving individuals and businesses.

What you will do

• Lead workforce management analytics and operations supporting operational centers with more than 6,000 frontline associates in a 24x7x365 environment.
• Develop capacity-planning tools, forecast workload volumes, determine hiring needs, and recommend staffing schedules.
• Analyze productivity, workload trends, resource availability, service levels, and turnaround times using statistical methods and operational data.
• Partner with executive leadership, finance, training, technology, staffing vendors, and business stakeholders on operational strategies and multi-million-dollar budgets.
• Oversee reporting, data visualizations, variance explanations, process improvements, and strategic weekly, monthly, and yearly staffing recommendations.
• Manage special projects and act as a subject-matter expert for telephony and workflow delivery data.

Requirements

• Six or more years of experience in workforce management, operational strategy, project management, operational leadership, data analytics, or a related field.
• Undergraduate studies in data or business analytics, computer science, management information systems, business, mathematics, or a related field; postgraduate studies are preferred.
• Experience leading teams directly or indirectly and collaborating with executive leadership and business partners.
• Experience with statistical analysis, operational measurement, data interpretation, forecasting, and understandable data visualizations.
• Knowledge of workforce and operational applications such as Genesys, Five9, Verint, NICE, AWD, and e-File.
• Employer-sponsored work authorization is not available, and the role does not participate in the STEM OPT extension program.

Nice to have

• Knowledge of R, SQL, Python, or Dataiku.
• Knowledge of property and casualty or life insurance products, insurance processing systems, state regulations, and customer service practices.
• Postgraduate studies in a relevant field.

Culture & Benefits

• Customer-focused work environment centered on delivering extraordinary care.
• Medical, dental, and vision coverage, life insurance, and short- and long-term disability coverage.
• Paid time off, nine paid holidays, Lifetime paid time off, and Unity Day paid time off.
• 401(k) with company match and a company-paid pension plan.
• Business-casual attire and an inclusive workplace committed to equal opportunity.