{"id":1976291,"url":"https://alion.io/job/independence-pet-group-manager-workforce-management","title":"Manager, Workforce Management","company":{"id":2952795,"name":"Independence Pet Group","domain":"independencepetgroup.com","url":"https://alion.io/company/independencepetgroup","size_band":"11-50","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":null},"role":"HR","role_family":"HR","seniority":"senior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Chicago, United States","United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":82275,"max":102843,"currency":"USD","period":"year","gross":null,"usd_annual":102843},"salary_estimate":null,"experience_years_min":7,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Excel","optional":false},{"name":"Outlook","optional":false}],"status":"live","first_seen_at":"2026-10-06T21:29:59Z","employer_posted_date":"2026-10-06","last_verified_at":"2026-10-13T02:43:12Z","board_verified":true,"closed_at":null,"days_open":6,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":6},"description":"Established in 2021,Independence Pet Holdings is a corporate holding company that manages a diverse and broad portfolio of modern pet health brands and services, including insurance, pet education, lost recovery services, and more throughout North America.\nWe believe pet insurance is more than a financial product and build solutions to simplify the pet parenting journey and help improve the well-being of pets. As a leading authority in the pet category, we operate with a full stack of resources, capital, and services to support pet parents. Our multi-brand and omni-channel approach include our own insurance carrier, insurance brands and partner brands.\nJob Summary:\nPTZ Pet Insurance is seeking a Manager of Workforce Management who is responsible for leading workforce planning, forecasting, scheduling, real-time performance management, and capacity planning for a high-volume pet insurance contact center. This role ensures the organization has the right staffing, skills, and coverage to meet service level, sales, retention, claims support, billing, and customer experience goals across phone, email, chat, messaging, and digital service channels. The Manager will lead a team of workforce management professionals, partner closely with contact center operations, training, quality assurance, analytics, technology, and vendor teams, and use data-driven insights to optimize staffing, productivity, cost efficiency, and pet parent experience.\nJob Location: Remote - USA\nMain Responsibilities:\nLead, coach, and develop a team responsible for forecasting, scheduling, real-time adherence, capacity planning, reporting, and intraday management.\nDevelop short-term and long-term staffing forecasts using historical volume, handle time, seasonality, growth assumptions, marketing activity, product changes, claims trends, and business initiatives.\nCreate and maintain staffing models that support service level, speed of answer, abandonment, productivity, occupancy, utilization, shrinkage, training, sales, retention, and budget objectives.\nOversee schedule development, shift bids, time-off planning, shrinkage assumptions, and coverage strategies across internal teams and outsourced vendor partners.\nMonitor real-time contact center performance and direct intraday actions to balance customer demand, staffing availability, service level commitments, and employee experience.\nProvide timely insights to operational leaders on emerging volume trends, staffing gaps, service risks, queue performance, and recommended mitigation plans.\nPartner with customer service, sales, claims, billing, retention, quality assurance, training, compliance, product, finance, analytics, and technology teams to align workforce plans with business priorities.\nEstablish workforce management operating rhythms, including daily performance reviews, weekly forecast reviews, monthly capacity planning, and executive-level reporting.\nAnalyze performance trends and root causes to identify opportunities to improve forecast accuracy, schedule efficiency, adherence, productivity, and cost-to-serve.\nSupport new product launches, partner programs, regulatory changes, process updates, technology implementations, and contact routing changes with accurate staffing and capacity planning.\nEnsure workforce management processes support compliant, accurate, and empathetic service for pet parents, policyholders, veterinary partners, and internal stakeholders.\nDevelop dashboards, reports, and performance narratives that translate data into clear recommendations and action plans for leadership.\nPartner with vendor management and BPO partners to validate staffing plans, forecast assumptions, schedule coverage, performance risk, and operational readiness.\nDrive continuous improvement by evaluating workforce tools, automation, AI-enabled forecasting, self-service reporting, and process enhancements that improve efficiency and customer experience.\nPerform other duties and responsibilities as assigned.\nBasic Qualifications:\n7+ years of experience in workforce management, contact center operations, capacity planning, operations analytics, or a related field.\n3+ years of people leadership experience, including experience leading workforce management analysts, schedulers, real-time analysts, or operations support professionals.\nExperience supporting a high-volume, multi-skilled contact center environment across one or more channels, such as phone, email, chat, messaging, case management, or back-office workflows.\nStrong knowledge of workforce management practices, including forecasting, scheduling, shrinkage planning, real-time adherence, intraday management, occupancy, utilization, service level planning, and capacity modeling.\nDemonstrated ability to interpret operational data, identify trends, assess root causes, and translate insights into practical recommendations for leadership.\nExperience partnering cross-functionally with operations, training, quality assurance, finance, technology, analytics, compliance, and vendor teams.\nStrong communication skills with the ability to explain workforce assumptions, risks, and recommendations to frontline leaders, senior leaders, and non-technical stakeholders.\nProficiency with Microsoft Excel, PowerPoint, Word, Outlook, reporting dashboards, and workforce management or contact center platforms.\nAbility to work in a fast-paced, performance-driven environment where contact volumes, staffing needs, and business priorities may change quickly.\nPreferred Qualifications:\nExperience managing workforce plans for remote, hybrid, multi-site, omnichannel, or outsourced contact center teams.\nHands-on experience with workforce management platforms, telephony systems, CRM tools, quality monitoring systems, and business intelligence dashboards.\nExperience improving forecast accuracy, schedule efficiency, adherence, service level performance, and cost efficiency through process improvement and technology adoption.\nBachelor’s degree in Business, Operations, Analytics, Mathematics, Statistics, Communications, or a related field, or equivalent practical experience.\nCompensation:\nNational base pay range: $82,275 - $102,843 per year. Chicago base pay range: $90,503 - $113,127 per year. This is the range we reasonably expect to pay at hire. Placement within the range depends on job-related factors such as experience, skills, and certifications. This position is eligible for bonus or incentive pay. Base pay is one part of a total rewards package that includes the benefits listed below.\nInterview Technology Notice:\nPlease note that phone and video interviews or screenings may be recorded and transcribed using interview technology to support our recruitment process. By continuing with the interview, you consent to this use.\nText Messaging Notice:\nIf you provide a mobile phone number, you may receive job-related communications via text message. Message and data rates may apply. You may opt out of text communications at any time by replying “STOP.”\nAll of our jobs come with great benefits including healthcare, parental leave and opportunities for career advancements. Some offerings are dependent upon the location of where you work and can include the following:\nComprehensive full medical, dental and vision Insurance\n\nBasic Life Insurance at no cost to the employee\n\nCompany paid short-term and long-term disability\n\n12 weeks of 100% paid Parental Leave\n\nHealth Savings Account (HSA)\n\nFlexible Spending Accounts (FSA)\n\nRetirement savings plan\n\nPersonal Paid Time Off\n\nPaid holidays and company-wide Wellness Day off\n\nPaid time off to volunteer at nonprofit organizations\n\nPet friendly office environment\n\nCommuter Benefits\n\nGroup Pet Insurance\n\nOn the job training and skills development\n\nEmployee Assistance Program (EAP)\n\nInterview Technology Notice:\nPlease note that phone and video interviews or screenings may be recorded and transcribed using interview technology to support our recruitment process.\nBy continuing with the interview, you consent to this use.\nText Messaging Notice:\nIf you provide a mobile phone number, you may receive job-related communications via text message. Message and data rates may apply.\nYou may opt out of text communications at any time by replying “STOP.”","description_format":"text","description_chars":8256,"description_truncated":false,"requirements":{"experience_years_min":7,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Life insurance","Parental leave","Pet friendly","Retirement plans","Vision insurance"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Financial Services","Property & Casualty Insurance","Pet Food, Supplies & Care"],"lifecycle":[{"event":"open","at":"2026-10-06T21:29:59Z"}],"visa":[],"liveness":{"score":43,"band":"fade","label":"Fading","p_open":1,"p_active":0.432,"p_room":1,"age_days":5,"expected_fill_days":16,"reasons":["conf:4","velocity","win:early"],"computed_at":"2026-10-12T06:55:09Z"},"pay":{"stated_usd_annual":102843,"is_top_pay":false},"html_url":"https://alion.io/job/independence-pet-group-manager-workforce-management","json_url":"https://alion.io/job/independence-pet-group-manager-workforce-management.json","meta":{"generated_at":"2026-10-13T03:25:26Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":5364,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-14T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2952795},"rest":"https://alion.io/mcp/rest/get_company?id=2952795"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Findependence-pet-group-manager-workforce-management"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Findependence-pet-group-manager-workforce-management"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Findependence-pet-group-manager-workforce-management"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/independence-pet-group-manager-workforce-management\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Findependence-pet-group-manager-workforce-management"}]}