Orion180
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Workforce Manager
role at
Orion180 . At Orion180, we innovate the insurance experience with cutting‑edge technology, compassionate service, and an inclusive culture. Our headquarters on Florida’s Space Coast and a Dallas, Texas site offer great quality of life, affordable housing, and proximity to major metros.
Responsibilities
Forecast short‑ and long‑term contact volumes and staffing needs using historical data and predictive analytics.
Develop and maintain optimized agent schedules, adjusting for seasonality, holidays, and special events.
Monitor real‑time performance metrics and make proactive adjustments to ensure service level targets are met.
Analyze and manage associate training and certification, adjusting as needed to ensure staffing levels are achieved.
Serve as the WFM system owner, working with vendors as SME and administrator on system issues and updates.
Manage adherence, shrinkage, and intraday performance reporting.
Track key KPIs such as service level, occupancy, and schedule adherence.
Collaborate with CX leadership, Quality, and Training to align workforce strategies with business goals.
Lead the implementation and optimization of Workforce Engagement Management (WFM) tools.
Provide actionable insights through regular reporting and dashboards (e.g., Power BI, RingCentral, ZenDesk).
Generate and present reports on productivity, prior day results, and efficiencies during daily call facilitated by WFM.
Qualifications
Bachelor’s Degree Preferred.
5+ years related experience in Customer Service Operations, with at least 3+ years in workforce management leadership.
Proven expertise in forecasting, scheduling, and capacity planning for high‑volume contact center.
Proficiency in WFM platforms; Zendesk and/or RingCentral experience is a plus.
Excellent communication and leadership skills, with the ability to influence and drive change.
Benefits
Dynamic on‑site environment with a fast‑paced, collaborative team culture.
Competitive base pay and performance bonuses.
Mentorship, growth tracks, and professional development.
Medical, dental, vision, 401k, paid holidays, PTO, and more.
Orion180 is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
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Workforce Manager
role at
Orion180 . At Orion180, we innovate the insurance experience with cutting‑edge technology, compassionate service, and an inclusive culture. Our headquarters on Florida’s Space Coast and a Dallas, Texas site offer great quality of life, affordable housing, and proximity to major metros.
Responsibilities
Forecast short‑ and long‑term contact volumes and staffing needs using historical data and predictive analytics.
Develop and maintain optimized agent schedules, adjusting for seasonality, holidays, and special events.
Monitor real‑time performance metrics and make proactive adjustments to ensure service level targets are met.
Analyze and manage associate training and certification, adjusting as needed to ensure staffing levels are achieved.
Serve as the WFM system owner, working with vendors as SME and administrator on system issues and updates.
Manage adherence, shrinkage, and intraday performance reporting.
Track key KPIs such as service level, occupancy, and schedule adherence.
Collaborate with CX leadership, Quality, and Training to align workforce strategies with business goals.
Lead the implementation and optimization of Workforce Engagement Management (WFM) tools.
Provide actionable insights through regular reporting and dashboards (e.g., Power BI, RingCentral, ZenDesk).
Generate and present reports on productivity, prior day results, and efficiencies during daily call facilitated by WFM.
Qualifications
Bachelor’s Degree Preferred.
5+ years related experience in Customer Service Operations, with at least 3+ years in workforce management leadership.
Proven expertise in forecasting, scheduling, and capacity planning for high‑volume contact center.
Proficiency in WFM platforms; Zendesk and/or RingCentral experience is a plus.
Excellent communication and leadership skills, with the ability to influence and drive change.
Benefits
Dynamic on‑site environment with a fast‑paced, collaborative team culture.
Competitive base pay and performance bonuses.
Mentorship, growth tracks, and professional development.
Medical, dental, vision, 401k, paid holidays, PTO, and more.
Orion180 is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
#J-18808-Ljbffr