Manager, Workforce Management

You have a clear vision of where your career can go. And we have the leadership to help you get there. At CNA, we strive to create a culture in which people know they matter and are part of something important, ensuring the abilities of all employees are used to their fullest potential. 

CNA seeks to offer a comprehensive and competitive benefits package to our employees that helps them — and their family members — achieve their physical, financial, emotional and social wellbeing goals.

For a detailed look at CNA’s benefits, check out our Candidate Guide.

Oversees workforce planning teams, including directing and advising on forecasting, staffing, and scheduling activities to achieve department strategic objectives. Utilizes data-driven decisions and recommendations to ensure CNA operations have the necessary resources to meet customer demand, extending beyond call center staff. Also leads a centralized approach to workforce planning across multiple business units within our operations teams.

JOB DESCRIPTION:

Essential Duties & Responsibilities

Performs a combination of duties in accordance with departmental guidelines:

• Manage internal analysts to review queues to identify opportunities within the business that will eliminate risk, drive efficiencies and reduce costs.
• Develop, maintain and optimize WFM processes/efficiencies, engaging across the company and providing high-quality resolutions to our customers' needs and managing to our quality standards.
• Collaborate with multiple business units to establish a consistent and strategic direction for workforce planning. Partner with leaders on the budget process, using historical data and new analytics to recommend appropriate staffing levels.
• Develops the knowledge of the business and participates in business strategy meetings to assess the potential impact to volumes and inquiries.
• Responsible for process improvements including making recommendations to improve metrics, measurements, and behaviors to achieve excellent customer experiences.
• Lead partnerships and coordination with directors and other internal partners to maintain effective hiring plans.
• Creates/maintains staffing models to determine establish appropriate staffing requirements to meet volume and service level agreements.
• Provides leadership and guidance to department leads on staffing and resource allocation based on forecasted volumes for the effective scheduling of employees.
• Responsible for both short- and long-term forecasting recommendations based on analyzing data that may drive volume.
• Continuously communicate successes and opportunities effectively.
• Gathers and analyzes contact center data/processing volumes.  Escalates, solves or recommends solutions for service issues.
• Collaborate with IT to implement software and hardware upgrades, recommending enhancements and identifying short- and long-term technology and process issues.
• Drive employee engagement and a high-performance culture within the team, ensuring effective performance management, coaching, and development of the team and creating an environment where people can excel through accountability, encouragement, and empowerment.
• Work cross-functionally to plan for and track major organization-wide initiatives that drive volume.
• Proactively identify and communicate trends and events which impact customer contact behavior to the entire organization.
• Provide real time and historical reporting.

May perform additional duties as assigned.

Reporting Relationship

Typically, Director or above.

Skills, Knowledge & Abilities

• A strong communicator, influencer, motivator, and decision-maker with demonstrated ability to work effectively with people at all levels.
• Self-starter with strong sense of urgency and accountability and has excellent focus on attention to detail with the capability to work and make decisions in a fast-paced environment.
• Ability to make, articulate and implement data-driven decisions.
• High degree of initiative and flexibility. Must be able to lead staff successfully through changes to work environment, volume, business processes, systems, and regulations.
• Excellent interpersonal skills will interact with executive and senior management, vendors, internal customers, and staff at all levels.
• Excellent analytical and problem-solving skills. Must be able to identify root causes of problems and develop data-based solutions.
• Strong consultative skills to position recommendations to leaders and influence decisions while recognizing boundaries and the needs of the business.
• Solid knowledge of department workflows and tools.
• Solid operations experience in a processing and contact center environment, call center routing logic, email management systems, workflow tools.
• Attention to detail and ability to handle multiple priorities.
• Solid knowledge of Microsoft Office Suite and other business-related software.
• Solid verbal, interpersonal and conflict management skills.

Education & Experience

• At least 3 years of Commercial Insurance knowledge.
• At least 4 years of Leadership experience.
• Experience with workforce planning in operations environment.

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CNA is committed to providing reasonable accommodations to qualified individuals with disabilities in the recruitment process. To request an accommodation, please contact leaveadministration@cna.com.