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.
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.
Required:
Bachelor’s degree in business, Finance, Statistics, Operations Management, or related field.
5+ years of workforce management experience in a contact center environment.
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.
Job details are sourced from the employer's original posting.
Open job postingAbout the company
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