Csc Holdings LLC
Work Force Manager- Life & Annuity Contact Center
USA - TN - NASHVILLE
Sponsorship not specifiedDetected 103 days ago
SQLAWSData AnalysisData VisualizationStakeholder ManagementForecastingExcelProcess ImprovementLeadershipCommunicationCollaborationProblem SolvingTime ManagementMentoringMicrosoft Office
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odds of building a lasting career here
40Risky
Cap-exempt (no lottery)0
Sponsors this role90
Entry-level history0
PERM / green-card track0
Lottery odds40
Fits your clock70
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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:
Compensation
- Develop monthly, quarterly, annual, and long-range workforce plans supporting business growth and client requirements.
Company info
- At DXC Technology, we believe strong connections and community are key to our success.
- These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process.
- 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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