Work Force Manager- Life & Annuity Contact Center

DXC Technology (NYSE: DXC) helps global companies run their mission critical systems and operations while modernizing IT, optimizing data architectures, and ensuring security and scalability across public, private and hybrid clouds. The world’s largest companies and public sector organizations trust DXC to deploy services across the Enterprise Technology Stack to drive new levels of performance, competitiveness, and customer experience. Learn more about how we deliver excellence for our customers and colleagues at DXC.com

The Workforce Management (WFM) Manager is responsible for leading Workforce Management strategy and execution across a portfolio of Life & Annuity contact center operations supporting multiple clients. This leader owns the end-to-end workforce management function, including forecasting, capacity planning, scheduling, real-time management, reporting, analytics, resource optimization, and workforce technology enablement. Serving as a strategic business partner to Operations, Client Management, Training, Quality, HR, Technology, and senior leadership, this role ensures workforce strategies align with service level commitments, client contractual obligations, regulatory requirements, customer experience objectives, and financial targets. The successful candidate will bring deep expertise in contact center workforce management, Life & Annuity operations, workforce analytics, and workforce technology platforms. This leader will be responsible for driving operational excellence, workforce modernization, data-driven decision-making, and continuous improvement while building a high-performing workforce management organization.

Key Responsibilities

Workforce Strategy & Leadership

• Lead the Workforce Management function supporting multiple Life & Annuity contact center programs and client accounts.
• Develop and execute short-term and long-term workforce strategies that balance service, customer experience, employee experience, and financial performance.
• Provide leadership, coaching, and development for Workforce Leads, Workforce Analysts, Capacity Planners, and Real-Time Analysts (SSL’s).
• Establish a culture of accountability, analytical excellence, continuous improvement, and customer-centric decision-making.
• Serve as a trusted advisor to Operations and senior leadership regarding workforce strategies, staffing risks, and optimization opportunities.
• Drive workforce governance, standardization, and best practices across all supported programs and geographies.

Forecasting, Capacity Planning & Staffing