Work Force Manager- Life & Annuity Contact Center

Job Description:

DXC Technology (NYSE: DXC) helps global companies run their mission critical systems and operations while modernizing IT optimizing data architectures and ensuring security and scalability across public private and hybrid clouds. The worlds largest companies and public sector organizations trust DXC to deploy services across the Enterprise Technology Stack to drive new levels of performance competitiveness and customer experience. Learn more about how we deliver excellence for our customers and colleagues at

The Workforce Management (WFM) Manager is responsible for leading Workforce Management strategy and execution across a portfolio of Life & Annuity contact center operations supporting multiple clients. This leader owns the end-to-end workforce management function including forecasting capacity planning scheduling real-time management reporting analytics resource optimization and workforce technology enablement.
Serving as a strategic business partner to Operations Client Management Training Quality HR Technology and senior leadership this role ensures workforce strategies align with service level commitments client contractual obligations regulatory requirements customer experience objectives and financial targets.
The successful candidate will bring deep expertise in contact center workforce management Life & Annuity operations workforce analytics and workforce technology platforms. This leader will be responsible for driving operational excellence workforce modernization data-driven decision-making and continuous improvement while building a high-performing workforce management organization.

Key Responsibilities

Workforce Strategy & Leadership
Lead the Workforce Management function supporting multiple Life & Annuity contact center programs and client accounts.
Develop and execute short-term and long-term workforce strategies that balance service customer experience employee experience and financial performance.
Provide leadership coaching and development for Workforce Leads Workforce Analysts Capacity Planners and Real-Time Analysts (SSLs).
Establish a culture of accountability analytical excellence continuous improvement and customer-centric decision-making.
Serve as a trusted advisor to Operations and senior leadership regarding workforce strategies staffing risks and optimization opportunities.
Drive workforce governance standardization and best practices across all supported programs and geographies.
Forecasting Capacity Planning & Staffing
Own all forecasting and staffing models ensuring forecasts remain accurate current and aligned with business demand.
Develop monthly quarterly annual and long-range workforce plans supporting business growth and client requirements.
Lead scenario planning and what-if modeling activities to assess impacts of volume fluctuations business changes regulatory events and client initiatives.
Create staffing recommendations that achieve contractual service level commitments while optimizing labor costs.
Partner with Operations leaders to evaluate staffing gaps productivity opportunities and workload balancing strategies.
Analyze forecast accuracy and implement corrective actions to continually improve planning effectiveness.
Scheduling Real-Time Management & Performance Optimization
Oversee workforce scheduling practices to maximize efficiency while maintaining employee engagement and operational flexibility.
Ensure effective management of shrinkage occupancy adherence overtime and intraday staffing adjustments.
Lead intraday and command center activities to proactively manage performance risks and service disruptions.
Drive decision making through real-time analysis and workforce performance monitoring.
Ensure workforce recovery plans are established and executed during performance challenges system outages or unexpected volume events.
Client Partnership & Service Delivery
Partner directly with client stakeholders to deliver workforce solutions that support business objectives and contractual obligations.
Manage workforce-related elements of client governance reviews business updates and strategic planning sessions.
Translate workforce performance data into actionable business recommendations.
Utilize the Listen Learn and Act philosophy to strengthen client relationships and proactively identify opportunities for improvement.
Support new client implementations business expansions and workforce integration activities.
Reporting Analytics & Business Insights
Own workforce reporting strategy and governance for internal and client-facing needs.
Deliver executive-level reporting that clearly communicates:
o What happened
o Why it happened
o Business impact (So What)
o Recommended actions (Now What)
Develop dashboards KPI scorecards forecasting tools and analytical models supporting decision-making.
Identify trends risks root causes and opportunities through advanced data analysis.
Drive automation and modernization of workforce reporting capabilities.
Technology & Transformation Leadership
Act as the Workforce Management business owner for workforce technologies and platform enhancements.
Lead business requirements testing implementation and adoption efforts for workforce management systems and contact center technologies.
Partner with IT and vendors on technology launches upgrades integrations and optimization initiatives.
Drive continuous improvement through automation AI digital transformation and advanced analytics.
Champion workplace modernization initiatives that enhance workforce productivity efficiency scalability and employee experience.
Financial & Operational Management
Align workforce planning with budgetary and financial objectives.
Evaluate labor utilization staffing costs productivity performance and operational efficiency.
Support financial planning budget forecasting and business case development.
Identify opportunities to improve margins through workforce optimization strategies.
Ensure workforce recommendations support client profitability and DXC operational objectives.
Risk Compliance & Governance
Ensure workforce processes support client contractual obligations regulatory requirements operational controls and audit expectations.
Drive compliance with workforce management policies procedures and service standards.
Support business continuity planning and workforce contingency strategies.
Identify operational risks and implement mitigation plans.

Required Qualifications
Education
Bachelors degree in Business Management Operations Analytics Computer Science Finance Mathematics or related field preferred or equivalent combination of education and relevant experience will be considered.
Experience
10 years of Workforce Management experience in large-scale BPS/BPO contact center environments.
10 years of progressive leadership experience managing Workforce Management teams.
Demonstrated experience supporting Life & Annuity Insurance Financial Services BPO or regulated service environments.
Experience managing workforce functions across multiple clients programs locations or geographies.
Proven experience in forecasting capacity planning scheduling real-time management reporting and workforce optimization.
Preferred Qualifications
Life & Annuity or Insurance Operations experience.
Business Process Services (BPS/BPO) experience.
Multi-client or shared services workforce management leadership experience.
Experience leading workforce functions in hybrid remote and global operating environments.
Six Sigma Green Belt Black Belt Lean PMP or equivalent certification.
LOMA FINRA or other insurance industry certifications.
Technical Expertise
Workforce Management Platforms
Expert-level experience with one or more of:
NICE / inContact
Verint Workforce Management
AWS Connect
Genesys Cloud
Aspect
IEX
Equivalent enterprise WFM platforms
Data & Analytics
Advanced proficiency in:
Microsoft Excel (advanced formulas Power Query modeling)
Power BI
Microsoft PowerPoint
Microsoft Word
SQL and data analytics concepts
Data lakes repositories data governance and reporting architecture
Workforce automation and visualization tools
Leadership Competencies
The successful candidate will demonstrate:
Executive presence and business acumen
Strategic thinking and workforce optimization expertise
Strong analytical and problem-solving abilities
Exceptional communication and storytelling skills
Client relationship management excellence
Change leadership and transformation experience
Talent development and succession planning capability
Cross-functional influence and stakeholder management
Accountability ownership and results orientation
Commitment to diversity inclusion and employee engagement
Success Measures
Performance in this role will be measured through:
Forecast Accuracy
Service Level Achievement
Occupancy and Utilization Performance
Staffing Optimization
Schedule Efficiency
Client Satisfaction
Employee Engagement
Workforce Technology Adoption
Financial Performance
Continuous Improvement Outcomes
Executive and Client Stakeholder Confidence
Work Environment
Hybrid work environment based in Nashville TN.
Periodic travel may be required based on client needs operational requirements and leadership events.
Ability to support a multi-time-zone workforce operation and participate in off-hours leadership activities when business needs require.

At DXC Technology we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing productivity individual work styles and life circumstances. Were committed to fostering an inclusive environment where everyone can thrive.

If you are an applicant from the United States Guam or Puerto Rico

DXC Technology Company (DXC) is anEqual Opportunity employer. All qualified candidates will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin age disability pregnancy veteran status genetic information citizenship status or any other basis prohibited by law. View postings below .

We participate in addition to the posters already identified DXC provides access to prospective employees for theFederal Minimum Wage Poster Federal Polygraph Protection Act Poster as well as any state or locality specific applicant posters. To access the postings in the link below select your state to view all applicable federal state and locality postings. Postings are available in English and in Spanish where required. View postings below.

Postings Link

Disability Accommodations

If you are an individual with a disability a disabled veteran or a wounded warrior and you are unable or limited in your ability to access or use this site as a result of your disability you may request a reasonable accommodation by contacting us viaemail.

Please note: DXC will respond only to requests for accommodations due to a disability.

Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services such as false websites or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process nor ask a job seeker to purchase IT or other equipment on our information on employment scams is availablehere.