Csc Holdings LLC

Csc Holdings LLC

Work Force Manager- Life & Annuity Contact Center

USA - TN - NASHVILLE

Sponsorship not specifiedDetected 12 days ago
SQLAWSData AnalysisData VisualizationStakeholder ManagementForecastingExcelProcess ImprovementLeadershipCommunicationCollaborationProblem SolvingTime ManagementMentoringMicrosoft Office

About the role

  • The successful candidate will bring deep expertise in contact center workforce management, Life & Annuity operations, workforce analytics, and workforce technology platforms.
  • We're committed to fostering an inclusive environment where everyone can thrive.
  • If you are an applicant from the United States, Guam, or Puerto Rico DXC Technology Company (DXC) is an Equal Opportunity employer.

Responsibilities

  • Lead the Workforce Management function supporting multiple Life & Annuity contact center programs and client accounts.
  • Develop and execute short-term and long-term workforce strategies that balance service, customer experience, employee experience, and financial performance.
  • Provide leadership, coaching, and development for Workforce Leads, Workforce Analysts, Capacity Planners, and Real-Time Analysts (SSL's).
  • Drive workforce governance, standardization, and best practices across all supported programs and geographies.
  • Own all forecasting and staffing models, ensuring forecasts remain accurate, current, and aligned with business demand.
  • Lead scenario planning and "what-if" modeling activities to assess impacts of volume fluctuations, business changes, regulatory events, and client initiatives.
  • Create staffing recommendations that achieve contractual service level commitments while optimizing labor costs.
  • Partner with Operations leaders to evaluate staffing gaps, productivity opportunities, and workload balancing strategies.
  • Analyze forecast accuracy and implement corrective actions to continually improve planning effectiveness.

Requirements

  • 10+ years of Workforce Management experience in large-scale BPS/BPO contact center environments.
  • 10+ years of progressive leadership experience managing Workforce Management teams.
  • Proven experience in forecasting, capacity planning, scheduling, real-time management, reporting, and workforce optimization.

Nice to have

  • Life & Annuity or Insurance Operations experience.
  • Business Process Services (BPS/BPO) experience.
  • Multi-client or shared services workforce management leadership experience.
  • Six Sigma Green Belt, Black Belt, Lean, PMP, or equivalent certification.
  • LOMA, FINRA, or other insurance industry certifications.
  • Technical Expertise
  • Workforce Management Platforms
  • Expert-level experience with one or more of:

Skills

  • Executive presence and business acumen
  • Strategic thinking and workforce optimization expertise
  • Strong analytical and problem-solving abilities
  • Exceptional communication and storytelling skills
  • Client relationship management excellence
  • Change leadership and transformation experience
  • Talent development and succession planning capability
  • Cross-functional influence and stakeholder management
  • Accountability, ownership, and results orientation
  • Commitment to diversity, inclusion, and employee engagement

Compensation

  • Develop monthly, quarterly, annual, and long-range workforce plans supporting business growth and client requirements.

Company info

  • DXC will respond only to requests for accommodations due to a disability.
  • Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company.
  • These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process.
  • DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf.
  • More information on employment scams is available here.
  • DXC Technology Company (DXC) is an Equal Opportunity employer.

Visa & Work Authorization

  • sexual orientation, gender identity, national origin, age, disability, pregnancy, veteran status, genetic information, citizenship status, or any other basis prohibited by law
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This listing is sourced directly from Csc Holdings LLC's careers page and normalized into a canonical job model.