Senior Manager, WFM and Operational Strategy (Richmond, VA, US, 23233)

Allianz
Florida, Georgia, Maryland, North Carolina, Texas, Virginia, Illinois, Kentucky, Minnesota, South Carolina, Tennessee
Workplace: RemoteFull timeUSD 97,740 - 143,352 annuallyFunction: Strategy & Corporate DevelopmentExperience: 5+ yearsEducation: bachelorsSkills: ["Leadership","Cross-functional collaboration","Data analysis","Process improvement","Communication"]

Drive workforce management strategy and operational efficiency for high-volume Global Travel Operations call center teams. Lead a small team while partnering across Operations, IT, HR, and vendors to standardize WFM reporting, build dashboards, and optimize staffing. Own process improvement initiatives, project plans/budgets, and post-implementation ROI reviews. Serve as WFM subject matter expert, translate data into actionable insights, and champion workforce technology solutions like flexible scheduling and rostering tools.

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Allianz
Allianz
6 days ago

Senior Manager, WFM and Operational Strategy (Richmond, VA, US, 23233)

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Last checked: 2 hours agoStatus: Live

Job Summary

Drive workforce management strategy and operational efficiency for high-volume Global Travel Operations call center teams. Lead a small team while partnering across Operations, IT, HR, and vendors to standardize WFM reporting, build dashboards, and optimize staffing. Own process improvement initiatives, project plans/budgets, and post-implementation ROI reviews. Serve as WFM subject matter expert, translate data into actionable insights, and champion workforce technology solutions like flexible scheduling and rostering tools.
Location: Florida, Georgia, Maryland, North Carolina, Texas, Virginia, Illinois, Kentucky, Minnesota, South Carolina, Tennessee
Workplace: Remote
Employment Type: Full time · Permanent
Job Function: Strategy & Corporate Development
Seniority: Manager level

Key Responsibilities

  • •Standardize WFM data collection, reporting, and analysis across WFM functions.
  • •Build and maintain dashboards for service level, occupancy, adherence, shrinkage, and attrition metrics.
  • •Lead operational strategy and process improvement initiatives across multiple locations.
  • •Lead cross-functional teams to deliver strategic initiatives on time and within scope.
  • •Lead and develop a small team as the WFM subject matter expert, delivering training and translating complex WFM data into actionable insights.

Pay and Benefits

Salary: USD 97,740 - 143,352 annually
Perks:Health InsuranceDentalVisionRetirement SavingsPaid Leave

Key Requirements

  • •5+ years of WFM experience in a high-volume call center environment.
  • •5+ years driving process improvement or operational efficiency initiatives.
  • •Experience with WFM platforms such as NICE, Verint, Aspect, Genesys, or similar.
  • •Proficiency in Excel and Power BI for data analysis.
  • •Demonstrated ability to lead cross-functional teams and manage project plans and budgets.
Experience:5+ yearsCall centerWorkforce managementProcess improvement
Education:Bachelor's
Skills:LeadershipCross-functional collaborationData analysisProcess improvementCommunication
Certifications:PMP
Languages:English
Tech Stack:NICEVerintAspectGenesysExcelPower BIPower AutomatePythonRPA

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

Allianz
Global insurance and financial services group offering property-casualty insurance, life and health insurance, asset management, and corporate risk solutions to individuals, businesses, and institutions across more than 70 countries.
Industry: Insurance
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Munich, Germany
Founded: 1890
WebsiteLinkedIn