Globe Life

Workforce Management Manager, Sales Agent Contact Center (Hybrid)

McKinney, TX · Part-time

Sponsorship not specifiedDetected 27 days ago

Data VisualizationOutbound SalesForecastingExcelOperations ManagementLeadershipCommunicationCollaborationMentoring

About the role

Could you be our next Workforce Management Manager, Sales Agent Contact Center?
Globe Life is looking for a Workforce Management Manager, Sales Agent Contact Center to join the team!
This role oversees forecasting, scheduling, real-time queue management, and resource optimization to ensure the call center consistently meets service level agreements (SLAs) and sales performance targets.

Develop and maintain short and long-term call volume and lead transfer forecast models using historical data, active lead pipeline volume, seasonal trends, and statistical methods specific to the live lead transfer program.
Conduct regular analysis on forecast accuracy and continuously refine models to reflect changes in lead source volume, agent headcount, and sales campaign activity.
Provide ad-hoc, weekly, monthly, and quarterly reporting on workforce metrics, lead volume trends, and staffing efficiency.
Monitor live lead queues, hold times, and agent availability in real time
make or recommend staffing adjustments to maintain SLA targets and maximize lead conversion opportunities.
Utilize WFM platforms (e.g., NICE, Genesys, or equivalent) to optimize agent scheduling and real-time resource allocation.
Lead, coach, and develop direct reports through regular performance conversations, feedback, recognition, and corrective action as needed.
Monitor live lead queues, hold times, and agent availability in real time; make or recommend staffing adjustments to maintain SLA targets and maximize lead conversion opportunities.
Partner with Call Center leadership, Sales Leaders, Training, and Quality Assurance to align workforce strategies with live lead program goals and agent performance expectations.
Lead or participate in cross-functional project teams involving workforce planning, technology upgrades, or operational improvements.

Ability to work full time and/or part time based on the position specifications.
What You Can Bring:

Bachelor's degree in Business, Operations Management, Analytics, or related field
OR 5+ years of equivalent call center workforce management experience in lieu of degree.
Strong working knowledge of WFM principles including forecasting, scheduling, real-time queue management, and shrinkage/adherence analysis.
Experience with WFM platforms (e.g., Verint, NICE, Genesys, Community, Finesse, or equivalent) and ACD/telephone reporting tools.
Advanced Excel skills required
proficiency in Word and Outlook.
Experience with Tableau or Power BI preferred.
Ability to translate call volume and performance data into actionable forecasts, staffing strategies, and real-time solutions.

Comprehensive health, dental, and vision insurance plans because your well-being is fundamental to your performance.
Robust life insurance benefits and retirement plans, including company-matched 401k and pension plan.
Paid holidays and time off to support a healthy work-life balance.
Parental leave to help our employees welcome their new additions.
Subsidized all-in-one subscriptions to support your fitness, mindfulness, nutrition, and sleep goals.
Company-paid counseling for assistance with mental health, stress management, and work-life balance.
Continued education reimbursement eligibility and company-paid FLMI and ICA courses to grow your career.
Oversee the scheduling of all call center agents, including off-phone activities such as training, coaching sessions, team meetings, and administrative duties, ensuring minimal impact to live lead coverage.
Manage agent time-off requests and schedule exceptions, balancing agent needs with operational coverage requirements.

This listing is sourced directly from Globe Life's careers page and normalized into a canonical job model.