Good Things Start Here. Good things are happening at Berkshire Hathaway GUARD Insurance Companies—an A+ (Superior) rated, nationwide Property & Casualty insurer backed by Berkshire Hathaway. With supportive leadership, collaborative teams, and opportunities to grow, GUARD is a place where people build meaningful, long‑term careers.OverviewGuards is looking for a strategic and analytical leader to serve as Manager, Workforce Optimization. In this role you will lead workforce planning, forecasting, scheduling, real‑time performance management, process improvement, and business intelligence reporting to optimize service delivery, operational efficiency, and resource utilization.Good Things You Can Count OnHybrid schedule: 2 days remote / 3 in‑officePredictable hours (no nights, weekends, or holidays)Competitive pay + generous PTOMedical, dental & vision starting day one401(k), tuition reimbursement & longevity bonusesResponsibilitiesAt GUARD, we are currently looking for a strategic and analytical leader to serve as Manager, Workforce Optimization . In this role, you will partner closely with Operations, HR, Training, and other cross‑functional stakeholders to deliver actionable insights, strengthen decision support, and drive continuous improvement across the organization.What You'll DoWorkforce Planning & ForecastingBuild short‑ and long‑term staffing forecasts based on call volume, workload, and business needsUse historical data to improve forecast accuracy and staffing levelsPartner with Operations leaders to plan for seasonal trends and changing demandScheduling & StaffingCreate and manage schedules to meet service levels and control staffing costsAdjust staffing throughout the day based on volume, attendance, and performanceEnsure schedules follow labor laws and company policiesReal‑Time MonitoringOversee real‑time performance, schedule adherence, and service levelsMake staffing adjustments during the day (e.g., volume changes, absences, system issues)Provide clear updates and recommendations to Operations leadersReporting & Continuous ImprovementTrack and report on forecast accuracy, staffing levels, and team performanceBuild and maintain dashboards and reports for leadershipIdentify inefficiencies and work with teams to improve processesTeam Leadership & CoordinationManage and develop a team focused on workforce planning and reportingWork with HR, Training, and Operations on hiring plans and onboardingCoordinate staffing needs across departmentsQualificationsBachelor's degree in Business, Operations Management, Mathematics, or a related field (or equivalent experience)5+ years of progressive leadership experience in workforce management, operations analytics, process improvement, or business intelligence reporting within a contact center or similarly complex service environment, including at least 2 years in a supervisory or managerial capacityExperience in an omnichannel contact center environmentWorking knowledge of SQL, Power BI, Tableau, or similar business intelligence tools to support reporting strategy, data analysis, and executive visibilityFamiliarity with CRM or telephony systems (e.g., RingCentral, NICE, etc.)Knowledge of process improvement methodologies, such as Lean or Six Sigma, and their application to operational efficiency, workflow optimization, and service performanceStrong problem‑solving and analytical skills, with the ability to turn data into clear, useful insightsDemonstrated experience leveraging workforce management platforms (e.g., NICE IEX, CXOne, Verint, Genesys, Aspect, or equivalent) to support planning, staffing, and operational performance managementExperience reviewing data and explaining key takeaways to support business decisionsClear communication skills and the ability to work well with different teamsAdvanced skills in Excel and experience using reporting or data toolsPreferredExperience supporting insurance service operationsApplicants must be authorized to work in the U.S. without current or future sponsorship needs*Salary Range$75,000–$120,000. In accordance with applicable pay transparency laws, the above range represents a good‑faith estimate. Final compensation will be determined based on factors such as experience, credentials, geographic location, and other considerations permitted by law.This role may be based out of any of our office locations, including: New York, NY; Parsippany, NJ; Conshohocken, PA; Wilkes‑Barre, PA; Alpharetta, GA; Rosemont, IL; Plano, TX; and Scottsdale, AZ.The successful candidate is expected to work in one of our offices 3 days per week and also be available for travel as required.#J-18808-Ljbffr
