Senior Capacity Manager: Workforce Management

Description The Senior Capacity Manager provides strategic leadership and management over the Workforce Management tools, process optimization, and business analytics operations. Directly oversees a cross-functional team of business analysts and capacity management analysts. Fosters and develops a culture of continuous improvement through data-driven decision-making and process innovation.

• *Candidates who live within 50 miles of Boston, MA; Portsmouth, NH; Seattle, WA; Columbus, OH; or Plano, TX will follow a hybrid schedule, coming into the office two days per week. Otherwise, this role is remote with occasional travel. **

Responsibilities:

• Directly manages and develops team members across multiple functions, providing clear direction, performance feedback, and career development opportunities
• Provides oversight of system administration for all USRM Workforce Management tools including Calabrio WFM, Triton, SharePoint, and Power Apps including release validation activities, testing features and verifying business compatibility
• Ensures WFM environments are properly configured, maintained, and enhanced to support business objectives
• Partners with Calabrio and other vendors to provide product feedback and enhancement recommendations aligned with organizational needs
• Drives expansion of analytics capabilities to provide enhanced workforce visibility and data-driven insights across the organization and drives continuous improvement initiatives to enhance efficiency and effectiveness of WFM processes
• Works with end users to troubleshoot application issues and escalates to appropriate parties for resolution
• Oversees new hire schedule management, programming, and nesting for various USRM channels and promotional classes
• Manages team's support of ongoing skill management, scheduling, and system maintenance activities
• Manages miscellaneous WFM projects and system changes as assigned by business leadership

The ideal candidate will have:

• Strong project management experience with the ability to define clear scope, timeline and deliverables while tracking progress against goals
• Track record of identifying process inefficiencies and implementing sustainable solutions
• Comfort learning new platforms and technologies
• Demonstrated ability to coach, mentor and grow talent within the organization

Qualifications

• Extensive knowledge of contact centers, capacity management systems, resource planning needs, and Workforce Management applications
• Working knowledge of call center systems
• Ability to manage large groups of service representatives personal needs, vacation planning and business requirements and foresee what impact changes to the schedule will have on staffing and/or the ability to meet business objectives
• Bachelor degree and/or equivalent, 7+ years of experience, with 3 to 5 years of call center, contact center, or field office management experience

About Us

Pay Philosophy: The typical starting salary range for this role is determined by a number of factors including skills, experience, education, certifications and location. The full salary range for this role reflects the competitive labor market value for all employees in these positions across the national market and provides an opportunity to progress as employees grow and develop within the role. Some roles at Liberty Mutual have a corresponding compensation plan which may include commission and/or bonus earnings at rates that vary based on multiple factors set forth in the compensation plan for the role. At Liberty Mutual, our goal is to create a workplace where everyone feels valued, supported, and can thrive. We build an environment that welcomes a wide range of perspectives and experiences, with inclusion embedded in every aspect of our culture and reflected in everyday interactions. This comes to life through comprehensive benefits, workplace flexibility, professional development opportunities, and a host of opportunities provided through our Employee Resource Groups. Each employee plays a role in creating our inclusive culture, which supports every individual to do their best work. Together, we cultivate a community where everyone can make a meaningful impact for our business, our customers, and the communities we serve. We value your hard work, integrity and commitment to make things better, and we put people first by offering you benefits that support your life and well-being. To learn more about our benefit offerings please visit: https://www.libertymutualgroup.com/about-lm/careers/benefits Liberty Mutual is an equal opportunity employer. We will not tolerate discrimination on the basis of race, color, national origin, sex, sexual orientation, gender identity, religion, age, disability, veteran's status, pregnancy, genetic information or on any basis prohibited by federal, state or local law. Fair Chance Notices

• California
• Los Angeles Incorporated
• Los Angeles Unincorporated
• Philadelphia
• San Francisco

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