Manager, Workforce Management (REMOTE)

If you’re passionate about helping people protect what matters most to them at a Fortune 100 company with nearly $70 billion in annual sales, as well as innovating and simplifying processes and operations to provide the best customer value, then Nationwide’s Property and Casualty team could be the place for you! At Nationwide®, “on your side” goes beyond just words. Our customers and partners are at the center of everything we do and we’re looking for associates who are passionate about delivering extraordinary care.

Knowledge of operational applications, including but not limited to GENESYS cloud, FIVE9, VERINT, NICE, AWD, etc.

5 years preferred knowledge of property/casualty or life insurance products, insurance processing systems and procedures, optimal practices, state regulations, and customer service practices. Experience with Personal Lines Claims would be helpful in this role.

This is a remote position. Must be able to work EST and CST business hours.

This role does not qualify for employer sponsored work authorization. Nationwide does not participate in the STEM OPT extension program.

#LI-JK1

#LI-Remote

Job Description Summary

We are “mission control” at Nationwide, helping business units put the right amount of people in the right place at the right time. Aligning capacity with work requires an analytical and forward-thinking approach and meaningful collaboration with functional areas across the enterprise. If you are innovative, thrive in a fast-paced, constantly evolving work environment, we want to hear from you!

As a Manager of Workforce Management, you’ll partner with a co-sourcing vendor in support of operational centers with 6,000+ front line associates that operate in a 24x7x365 environment. We'll count on you to provide an outstanding customer experience and satisfy the department's workforce management needs by ensuring service levels are consistently met in a productive and financially responsible manner. You'll work closely with all levels of leadership and finance to create and execute operational strategies that support the larger organization's growth objectives. You'll be instrumental in providing oversight of short-term planning activities as well as guidance on long-term staffing needs.

Job Description

Key Responsibilities:   

• Implements a business decision support strategy for business unit that encompasses statistical analysis of an operation’s productivity, prepares statistical analytics, and audits current procedures to monitor efficiency of an operation and ensures service levels/turn-around-times are achieved while identifying process improvements. Communicates with business partners, staffing vendors, and workforce management contacts to drive expectations and deliver actionable insights to business partners. Directs the development and deployment of appropriate reporting to share critical operating data in a timely and effective manner; develops and communicates explanation for variance in workload trends and resource availability.

• Partners with executive leadership to develop and manage annual multi-million-dollar budgets and partners with finance, training, and others to assist with all facets of financial management. Provides oversight of hiring/scheduling efficiency that drives fiscal responsibility.  Leads the development and maintenance of capacity-planning tools to accurately forecast workload volume, determine hiring needs, and staff schedules. Plans for the impact of or response to advertising, promotions, product launches, org changes, and seasonality to ensure adequate staffing for anticipated interaction volume; advances business-critical concerns to the appropriate contacts via proper channels within respective timeframes. Provide leadership on large-scale, operational changes providing insights to potential impacts on demand and/or capacity.

• Establishes and maintains relationships and serves as a trusted business advisor to executive leadership, technology, and other stakeholders to deploy and sustain new technologies, changes to operating models, new products, etc.   Leverages statistical inferencing when conducting analysis to understand, in detail, the data, process, and technology used in an operation via tools including R, SQL, Python, Dataiku, etc., which are used in short-term and long-term models to effectively lead a team of workforce professionals in development, deployment, and maintenance of strategic weekly, monthly, and yearly staffing/capacity recommendations.

• Develops and maintains relationships with internal/external busines