Orion180
At Orion180, we redefine the insurance experience through cutting‑edge proprietary technology, innovative solutions, and compassion for our customers. Our vision is to be the global premier provider of insurance solutions, and our mission is to deliver an exceptional insurance experience through innovative technology, unparalleled customer service, and a comprehensive suite of products.
Join Our Team as a Workforce Manager The Workforce Manager leads the strategic and day‑to‑day workforce planning for Orion180’s Customer Experience (CX) operations. This role forecasts call volumes, creates optimized agent schedules, and monitors real‑time metrics to ensure efficient staffing and service level achievement across all customer contact channels (phone, email, chat, and text). The ideal candidate balances cost‑effectiveness with exceptional customer service, leverages workforce management tools, and collaborates closely with HR, Training, and Operations to align staffing with business needs.
What You’ll Do
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 our 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 facilitation by WFM.
What We’re Looking For
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 a plus.
Excellent communication and leadership skills, with the ability to influence and drive change.
What’s In It For You
Dynamic Environment: On‑site role with a fast‑paced and collaborative team culture. Results‑driven office where your contributions make a real impact.
Compensation:
Competitive base pay and performance bonuses.
Career Growth:
Mentorship, growth tracks, and professional development.
Benefits:
Medical, dental, vision, 401k, paid holidays, PTO and more!
While performing general duties for this position, the employee is regularly required to sit, stand and/or walk around (including the use of stairs). Other demands include the ability to openly communicate with others by talking, listening, comprehending, and reading, being able to lift light objects ( 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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Join Our Team as a Workforce Manager The Workforce Manager leads the strategic and day‑to‑day workforce planning for Orion180’s Customer Experience (CX) operations. This role forecasts call volumes, creates optimized agent schedules, and monitors real‑time metrics to ensure efficient staffing and service level achievement across all customer contact channels (phone, email, chat, and text). The ideal candidate balances cost‑effectiveness with exceptional customer service, leverages workforce management tools, and collaborates closely with HR, Training, and Operations to align staffing with business needs.
What You’ll Do
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 our 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 facilitation by WFM.
What We’re Looking For
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 a plus.
Excellent communication and leadership skills, with the ability to influence and drive change.
What’s In It For You
Dynamic Environment: On‑site role with a fast‑paced and collaborative team culture. Results‑driven office where your contributions make a real impact.
Compensation:
Competitive base pay and performance bonuses.
Career Growth:
Mentorship, growth tracks, and professional development.
Benefits:
Medical, dental, vision, 401k, paid holidays, PTO and more!
While performing general duties for this position, the employee is regularly required to sit, stand and/or walk around (including the use of stairs). Other demands include the ability to openly communicate with others by talking, listening, comprehending, and reading, being able to lift light objects ( 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