Workforce Management Planning and Reporting Manager – Remote

Symetra has an exciting opportunity to join our team as a Workforce Management Planning and Reporting Manager in our Life and Retirement Contact Center!

About The Role

In this role, you will manage the workforce management team and processes including, forecasting, capacity planning, scheduling and change management to ensure that service levels are met across call center departments. You will analyze call center and Customer Service Representative (CSR) historical performance, generate reports, adjust schedules, and supervise intraday service levels and CSR adherence. In addition, you will partner with managers to develop staffing plans and target metrics in support of department goals. You will also participate in budgetary planning.

What You Will Do

• Monitor schedule adherence, update real-time schedules, monitor and report CSR statuses.
• Communicate and report KPIs to management and provide real time status updates.
• Update and maintain CSR database, including adding new CSRs, terminations, shift trades, time off requests, offline time and schedule bids.
• Review and respond to schedule inquiries from management and CSRs.
• Track and report absenteeism, schedule deviation and forecast adjustment percentages as they relate to schedule overhead.
• Build ad hoc reporting as needed to present to management.
• Optimize scheduled breaks and lunches as resource requirements change, determine need for extra hours and/or voluntary time off, assess availability for offline functions and approve/deny as required.
• Build, manage, and optimize a long-term capacity plan solution (both process and tool), ensuring tight alignment with all functional input teams.
• Generate and adjust long-term, short-term and active forecasts to achieve call center goals.
• Review historical data and work with management to develop staffing plans.
• Use workforce management software, call volume history, and other data to determine staffing levels and optimal shifts to handle workload requirements.
• Collaborate with call center leaders to understand changing business needs and make appropriate recommendations as necessary.
• Participate in budgetary planning.
• Special departmental assignments and/or projects as assigned.
  
  

Why Work at Symetra

Here’s what some of our employees have to say about why they work at Symetra:

“If you're looking for a place to call home, grow professionally and personally and most importantly, be yourself, Symetra is the right fit.” Daniel P. - Senior Underwriter

“We're big enough to make an impact on the country, but small enough to care and know who you are and what you're contributing to the organization. All new ideas are welcome!” Stephanie F. – VP Customer Service & Operations

What We Offer You

Benefits and Perks

We don’t take a “one-size-fits-all” approach when it comes to our employees. Our programs are designed to make your life better both at work and at home.

• Flexible full-time or hybrid telecommuting arrangements
• Plan for your future with our 401(k) plan and take advantage of immediate vesting and company matching up to 6%
• Paid time away including vacation and sick time, flex days and ten paid holidays
• Give back to your community and double your impact through our company matching
• Want more details? Check out our Symetra Benefits Overview
  
  

Compensation

Salary Range: $77,600 – $129,400 plus eligibility for annual bonus program

Who You Are

• High school diploma required. Bachelor’s degree or equivalent combination of education and work experience preferred.
• Minimum 2-5 years’ workforce management, business analyst, call center data management, or related experience required.
• Minimum 3+ years’ experience leading a team of direct reports required.
• Proficient with MS Office applications, with advanced Excel and PowerBI knowledge.
• Strong mathematical, analytical and data management skills.
• Strong critical thinking, root cause analysis, problem solving and communication skills.
• Action oriented, effective time management skills and able to multi-task in fast paced environment with tight deadlines.
• Excellent judgment and decision-making skills.
• Outstanding written and verbal communication skills.
• Adaptable to shifting priorities.
• Excellent leadership skills with an ability to mentor, coach and train others.
• Detail oriented with dedication to operational excellence and quality.
• Experience with Salesforce, Alvaria, Aspect, and/or Amazon Connect a plus.
• Some minimal travel required.
  
  

Travel

Required Training & Professional Development

All newly hired people leaders with direct reports are required to complete a comprehensive leadership development program within their first year. This program includes both virtual and in-person training. The in-person sessions will take place at Symetra’s corporate headquarters in Bellevue, Washington. Symetra covers all travel and accommodation expenses.

Reasonable Accommodations

Symetra is committed to providing equitable access to all job-related responsibilities, including required travel. If reasonable accommodations are needed for travel, Symetra’s HR department will work to provide appropriate solutions in alignment with individual needs and company policies.

We empower inclusion

At Symetra, we aspire to be the most inclusive insurance company in the country. We’re building a place where every employee feels valued, respected, and has opportunities to contribute.

Inclusion is about recognizing our assumptions, considering multiple perspective, and removing barriers. We accept and celebrate diverse experiences, identities, and perspectives, because lifting each other up fuels thought and builds a stronger, more innovative company. We invite you to learn more about our efforts here.

Creating a world where more people have access to financial freedom

Symetra is a national financial services company dedicated to helping people achieve their financial goals and feel confident about the future. In our daily work, we’re guided by the principles of Value, Transparency and Sustainability. This means we provide products and services people need at a competitive price, we communicate clearly and openly so people understand what they’re buying, and we design products—and operate our company—to stand the test of time. We’re committed to showing up for our communities, lifting up our employees, and standing up for diversity, equity and inclusion (DEI). Join our team and help us create a world where more people have access to financial freedom.

For more information about our careers visit: https://symetra.eightfold.ai/careers

Work Authorization

Employer work visa sponsorship and support are not provided for this role. Applicants must be currently authorized to work in the United States at hire and must maintain authorization to work in the United States throughout their employment with our company.