Job Description

Overview
We’re hiring a hands-on Workforce Management individual contributor to own WFM end-to-end for a growing insurance sales and service operation (~sub-200 seats).

This is an individual contributor role with full ownership across real-time management, forecasting, capacity planning, and scheduling strategy. You’ll operate as the single-threaded WFM leader balancing daily execution with building scalable processes to support growth.

This role is best suited for someone who has worked in lean or mid-sized environments and is comfortable stepping in wherever needed  from running intraday decisions to building long-term staffing models that directly impact revenue and customer experience.

What You’ll Own

• Real-Time Operations (Revenue + Service Critical)
• Monitor queues, conversion-impacting SLAs, and adherence in real time
• Make intraday decisions that directly impact sales conversion and customer experience (staffing shifts, skill changes, VTO, reforecasting)
• Identify risks to performance (lead response time, abandonment, backlog) and drive mitigation
• Partner with sales and service leaders to adjust staffing in real time
• Forecasting & Capacity (Core to the Role)
• Own demand forecasting across inbound leads, outbound sales, and service interactions
• Build capacity models tied to conversion rates, seasonality (e.g., policy cycles), and growth targets
• Translate business goals (sales targets, campaigns) into hiring and staffing plans
• Continuously improve forecast accuracy and planning assumptions
• Scheduling & Workforce Optimization
• Design and manage schedules that balance speed-to-lead, service levels, and cost efficiency
• Optimize staffing across peak sales windows and service demand
• Improve scheduling flexibility in a multi-skill environment (sales + service overlap)
• Strategy, Analytics & Build
• Act as the primary WFM partner to operations and sales leadership
• Provide insights on capacity gaps, revenue risk, and efficiency opportunities
• Build WFM processes, reporting, and governance (this is not a “plug into existing system” role)
• Identify opportunities for automation, tooling improvements, and scaling

What We’re Looking For

• 5–8+ years in Workforce Management in a contact center, insurance, or sales-driven environment
• Experience across RTA, forecasting, scheduling, and capacity planning (not siloed)
• Strong understanding of how WFM impacts sales performance (speed-to-lead, conversion, occupancy)
• Advanced Excel skills; experience with BI tools (Tableau, Power BI)
• Proven ability to influence operators and sales leaders, not just report metrics
• Comfortable operating as a solo WFM function owner

Nice to Have

• Experience in insurance, financial services, or lead-based sales environments
• Verint experience HIGH PREFERRED
• Experience supporting blended sales + service teams
• Background in smaller or scaling organizations (<300 seats)
• Experience building WFM processes from scratch
• Strong familiarity with industry leading WFM platforms with a preference towards Verint .
• SQL/Python or automation experience

Why This Role

• Full ownership of WFM no layers, no silos
• Direct impact on revenue (sales conversion) and customer experience
• Opportunity to build WFM infrastructure as the business scales
• High visibility with operations and sales leadership