Senior Director, Claims Workforce Management

Position Purpose

Defines the strategy for the building and automation of recurring capacity and scenario planning models to support service, quality, and efficiency standards. Influences senior leadership on strategic plans to meet short-term and long-term business objectives. This is a strategic workforce management leadership role supporting a large-scale claims operation.

Key Details

Must be authorized to work in the U.S. without the need for employment-based visa sponsorship now or in the future. Sponsorship and future sponsorship are not available for this opportunity, including employment-based visa types H-1B, L-1, O-1, H-1B1, F-1, J-1, OPT, or CPT.

Applicants for this job have the flexibility to work remote from home anywhere in the United States.

Experience developing workforce capacity and staffing plans within a claims operation is highly preferred.

• Plans and directs workforce management policies, objectives, operations, and initiatives
• Defines the overall vision for workforce management within the contact center to ensure achievable goals and milestones are set
• Prioritizes initiatives and opportunities consistent with mission and strategic direction of the organization to lead the workforce management team
• Analyzes operations and influences key performance criteria to influence staffing model strategies based on trends and forecasted results to create the most effective and efficient support models for contact center
• Develops and directs the inter-departmental partnerships to collaborate and maintain effective operations within the workforce management department of the contact center
• Oversees efforts in development of workforce management budget and hiring strategies with business stakeholders to ensure they are in line with the operational and business goals
• Establishes operational targets, best practices, and training programs to support the contact center and drive quality and efficiency standards