Manager, Workforce Optimization

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    "datePosted": "2026-06-12T04:00:00.000Z",
    "description": "<h2>Overview</h2>\n<strong>Good Things Start Here.</strong>Good things are happening at Berkshire Hathaway GUARD Insurance Companies—an A+ (Superior) rated, nationwide Property & Casualty insurer backed by Berkshire Hathaway. With supportive leadership, collaborative teams, and opportunities to grow, GUARD is a place where people build meaningful, long‑term careers.\n<p><strong>Good Things You Can Count On.</strong></p>\n<ul>\n <li>Hybrid schedule: 2 days remote / 3 in‑office</li>\n <li>Predictable hours (no nights, weekends, or holidays)</li>\n <li>Competitive pay + generous PTO</li>\n <li>Medical, dental & vision starting day one</li>\n <li>401(k), tuition reimbursement & longevity bonuses</li>\n</ul>\n<h2>Responsibilities</h2>\n<p>At GUARD, we are currently looking for a strategic and analytical leader to serve as <strong>Manager, Workforce Optimization</strong>. In this role, you will lead workforce planning, forecasting, scheduling, real-time performance management, process improvement, and business intelligence reporting to optimize service delivery, operational efficiency, and resource utilization. </p>\n<p> </p>\n<p>You will partner closely with Operations, HR, Training, and other cross-functional stakeholders to deliver actionable insights, strengthen decision support, and drive continuous improvement across the organization.</p>\n<p> </p>\n<p> </p>\n<p><strong>What You’ll Do</strong></p>\n<p><strong>Workforce Planning & Forecasting</strong></p>\n<ul>\n <li>Build short- and long-term staffing forecasts based on call volume, workload, and business needs</li>\n <li>Use historical data to improve forecast accuracy and staffing levels</li>\n <li>Partner with Operations leaders to plan for seasonal trends and changing demand</li>\n</ul>\n<p><strong>Scheduling & Staffing</strong></p>\n<ul>\n <li>Create and manage schedules to meet service levels and control staffing costs</li>\n <li>Adjust staffing throughout the day based on volume, attendance, and performance</li>\n <li>Ensure schedules follow labor laws and company policies</li>\n</ul>\n<p><strong>Real-Time Monitoring</strong></p>\n<ul>\n <li>Oversee real-time performance, schedule adherence, and service levels</li>\n <li>Make staffing adjustments during the day (e.g., volume changes, absences, system issues)</li>\n <li>Provide clear updates and recommendations to Operations leaders</li>\n</ul>\n<p><strong>Reporting & Continuous Improvement</strong></p>\n<ul>\n <li>Track and report on forecast accuracy, staffing levels, and team performance</li>\n <li>Build and maintain dashboards and reports for leadership</li>\n <li>Identify inefficiencies and work with teams to improve processes</li>\n</ul>\n<p><strong>Team Leadership & Coordination</strong></p>\n<ul>\n <li>Manage and develop a team focused on workforce planning and reporting</li>\n <li>Work with HR, Training, and Operations on hiring plans and onboarding</li>\n <li>Coordinate staffing needs across departments</li>\n</ul>\n<p> </p>\n<h2>Qualifications</h2>\n<p><strong>Required:</strong></p>\n<ul>\n <li>Bachelor’s degree in Business, Operations Management, Mathematics, or a related field (or equivalent experience).</li>\n <li>5+ years of progressive leadership experience in workforce management, operations analytics, process improvement, or business intelligence reporting within a contact center or similarly complex service environment, including at least 2 years in a supervisory or managerial capacity.</li>\n <li>Experience in an omnichannel contact center environment.</li>\n <li>Working knowledge of SQL, Power BI, Tableau, or similar business intelligence tools to support reporting strategy, data analysis, and executive visibility.</li>\n <li>Familiarity with CRM or telephony systems (e.g., RingCentral, NICE, etc.).</li>\n <li>Knowledge of process improvement methodologies, such as Lean or Six Sigma, and their application to operational efficiency, workflow optimization, and service performance.</li>\n <li>Strong problem-solving and analytical skills, with the ability to turn data into clear, useful insights</li>\n <li>Demonstrated experience leveraging workforce management platforms (e.g., NICE IEX, CXOne, Verint, Genesys, Aspect, or equivalent) to support planning, staffing, and operational performance management.</li>\n <li>Experience reviewing data and explaining key takeaways to support business decisions</li>\n <li>Clear communication skills and the ability to work well with different teams</li>\n <li>Advanced skills in Excel and experience using reporting or data tools</li>\n</ul>\n<p><strong>Preferred:</strong></p>\n<ul>\n <li>Experience supporting insurance service operations.</li>\n</ul>\n<p><strong>*Applicants must be authorized to work in the U.S. without current or future sponsorship needs*</strong></p>\n<p> </p>\n<p><strong>Salary Range</strong></p>\n<p>$75,000-$120,000</p>\n<p> </p>\n<p>In accordance with applicable pay transparency laws, the above range represents a good-faith estimate. Final compensation will be determined based on factors such as experience, credentials, geographic location, and other considerations permitted by law.</p>\n<p> </p>\n<p>This role may be based out of any of our office locations, including:</p>\n<p>New York, NY; Parsippany, NJ; Conshohocken, PA; Wilkes‑Barre, PA; Alpharetta, GA; Rosemont, IL; Plano, TX; and Scottsdale, AZ</p>\n<p> </p>\n<p>The successful candidate is expected to work in one of our offices 3 days per week and also be available for travel as required.</p>",
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