WFM Lead, NA Contact Center

Chubb's North America Contact Center Shared Services group directly supports insurance operations programs impacting both Clients and Agents across Chubb’s North America business divisions. The group is primarily responsible for enabling key initiatives across various departments with a focus on delivering first class customer experience and exceptional operational service. Additional responsibilities include enabling, advising, and assisting operations reporting and analytics teams when to utilize contact center data to drive efficiencies, improve customer experience, and consistently monitor performance, as well as the management of large-scale technology and operational projects involving the Contact Center platform. The team collaborates with Business, Technology and Trading Partner stakeholders to define, analyze, and deliver strategic Technology and Operational processes.

Job Description:

North America Contact Center Shared Services is seeking a Workforce Management Lead, serving as the primary subject matter expert for WFM strategy, tooling, and operational excellence and day-to-day leadership. This role reports to the AVP, Data & Workforce Analytics Manager and is an individual contributor position. In this role you will drive cross-functional partnerships, lead complex capacity planning and forecasting initiatives, and establish best practices that elevate the performance of the broader WFM team.

Key Responsibilities:

• Serve as the day-to-day functional lead for tenured WFM Analysts, providing direction, feedback, task prioritization, and quality oversight.

• Foster a culture of open communication, collaboration, accountability, continuous improvement, and data-driven decision-making.

• Serve as the WFM subject matter expert across multiple lines of business; lead stakeholder partnerships and represent WFM in senior-level discussions and cross-functional forums.

• Partner with AVP, Data & Workforce Analytics Manager to create detailed WFM procedures, best practices, identify and lead initiatives to streamline workforce processes, enhancements, and improve operational efficiency.

• Own and manage WFM key metrics such as volume and capacity forecast accuracy, schedule efficiency, productivity, etc.

• Works closely with management and other stakeholders to understand staffing requirements and deploy analytical techniques to create optimized schedules that balances business needs with employee preferences.
• Translate forecasts into staffing models and capacity plans that align headcount with service level targets.
• Analyze workforce performance data and recommend improvements to forecasts, schedules, and processes.

*Chubb is hiring and open to considering a remote arrangement for the right candidate.

Required:

• Bachelor’s degree in business, Finance, Statistics, Operations Management, or related field.

• 5+ years of workforce management experience in a contact center environment.

• Strong knowledge of Workforce Management practices including managing omnichannel environments (voice, chat, email, and/or back-office queues).
• Strong written and verbal communication skills with the ability to present complex data and strategies to executive leadership.
• Proficient in Microsoft Office, especially Excel and PowerPoint.

• Very strong analytical skills, with emphasis on forecasting

• Experienced in complex problem-solving, judgment, critical thinking and decision-making

• Strong planning, time management and organizational skills

• Strong understanding of key contact center performance metrics, such as service level, AHT, adherence, etc.

Strongly Preferred:

• Experience utilizing Workforce Management software, specifically NICE CXone.

A Plus:

• Exposure to automation or advanced forecasting analytics (Python, R, or similar).

• Exposure to AI-enabled tools or emerging technologies that support workforce optimization, analytics, or process improvement.