Work Force Manager- Life & Annuity Contact Center

Job Description:

DXC Technology (NYSE: DXC) helps global companies run their mission critical systems and operations while modernizing IT, optimizing data architectures, and ensuring security and scalability across public, private and hybrid clouds. The world’s largest companies and public sector organizations trust DXC to deploy services across the Enterprise Technology Stack to drive new levels of performance, competitiveness, and customer experience. Learn more about how we deliver excellence for our customers and colleagues at DXC.com

The Workforce Management (WFM) Manager is responsible for leading Workforce Management strategy and execution across a portfolio of Life & Annuity contact center operations supporting multiple clients. This leader owns the end-to-end workforce management function, including forecasting, capacity planning, scheduling, real-time management, reporting, analytics, resource optimization, and workforce technology enablement.
Serving as a strategic business partner to Operations, Client Management, Training, Quality, HR, Technology, and senior leadership, this role ensures workforce strategies align with service level commitments, client contractual obligations, regulatory requirements, customer experience objectives, and financial targets.
The successful candidate will bring deep expertise in contact center workforce management, Life & Annuity operations, workforce analytics, and workforce technology platforms. This leader will be responsible for driving operational excellence, workforce modernization, data-driven decision-making, and continuous improvement while building a high-performing workforce management organization.

Key Responsibilities

Workforce Strategy & Leadership
• 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).
• Establish a culture of accountability, analytical excellence, continuous improvement, and customer-centric decision-making.
• Serve as a trusted advisor to Operations and senior leadership regarding workforce strategies, staffing risks, and optimization opportunities.
• Drive workforce governance, standardization, and best practices across all supported programs and geographies.
Forecasting, Capacity Planning & Staffing
• Own all forecasting and staffing models, ensuring forecasts remain accurate, current, and aligned with business demand.
• Develop monthly, quarterly, annual, and long-range workforce plans supporting business growth and client requirements.
• 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.
Scheduling, Real-Time Management & Performance Optimization
• Oversee workforce scheduling practices to maximize efficiency while maintaining employee engagement and operational flexibility.
• Ensure effective management of shrinkage, occupancy, adherence, overtime, and intraday staffing adjustments.
• Lead intraday and command center activities to proactively manage performance risks and service disruptions.
• Drive decision making through real-time analysis and workforce performance monitoring.
• Ensure workforce recovery plans are established and executed during performance challenges, system outages, or unexpected volume events.
Client Partnership & Service Delivery
• Partner directly with client stakeholders to deliver workforce solutions that support business objectives and contractual obligations.
• Manage workforce-related elements of client governance, reviews, business updates, and strategic planning sessions.
• Translate workforce performance data into actionable business recommendations.
• Utilize the Listen, Learn, and Act philosophy to strengthen client relationships and proactively identify opportunities for improvement.
• Support new client implementations, business expansions, and workforce integration activities.
Reporting, Analytics & Business Insights
• Own workforce reporting strategy and governance for internal and client-facing needs.
•Deliver executive-level reporting that clearly communicates:
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