Workforce Management Director
Posted 2026-05-06About our company Confie is the largest independent personal lines insurance Our growth reflects a deep investment in technology, Learn more at www.confiemx.com WFM Director Responsible for leading the strategic planning, development, · Bachelor’s degree. · Bilingual (English / Spanish) · At least 5 years of experience in call center involvement. · 5+ years of experience in workforce management. · Previous experience in Leadership roles. Responsibilities • Develop and execute the overall WFM strategy aligned with • Build short-, mid-, and long-term forecasts based on • Collaborate with Finance, HR, and Operations to ensure • Provide insights and recommendations to leadership for • Lead the creation of volume forecasts (calls, chats, • Build and maintain capacity plans that balance workload • Partner with Recruiting and Training to plan hiring • Continuously improve forecast accuracy through analytics • Oversee the development of agent schedules that meet • Manage shift bidding, time-off planning, and overtime • Leverage WFM tools to optimize scheduling and reduce idle • Ensure compliance with labor laws, union agreements, and • Supervise real-time teams responsible for monitoring • Implement contingency plans to address volume spikes, • Provide actionable insights to Operations on how to adjust • Develop and maintain dashboards that track forecast • Present operational insights and performance reports to • Use analytics to identify efficiency opportunities and • Lead the implementation and optimization of WFM systems • Ensure data integrity between WFM tools, HR systems, and • Continuously evaluate new tools or AI-driven solutions to • Manage and mentor teams across forecasting, scheduling, • Promote a culture of accountability, collaboration, and • Establish and track KPIs for WFM staff performance and • Partner with Operations, HR, Finance, and IT to ensure • Support new business initiatives (e.g., client launches, • Communicate staffing insights and recommend effectively to
agency and broker in the United States—serving customers nationwide. In 2010,
we established our Shared Services Center in Tijuana, Baja California, creating
a world-class operation built to efficiently support our customers, drive
innovation, and develop exceptional talent. Since then, our Mexico operation
has become a vital extension of our organization, strengthening the work that
powers our U.S. business and elevating the experience of customers across all
50 states. Today, more than 1,800 team members—both on-site and remote—help
fuel our success with a focus on quality, consistency, and operational
excellence.
continuous improvement, and—most importantly—our people. We foster an
inclusive, fast-paced, and collaborative culture where employees are encouraged
to grow and build long-term careers with a company shaping the future of
insurance.
and execution of all workforce management activities — including forecasting,
capacity planning, scheduling, real-time management, and performance reporting
— to ensure the organization meets its service, productivity, and financial
goals.Requirements
organizational objectives.
business trends, seasonality, and growth projections.
alignment between staffing plans and budgetary goals.
optimizing headcount, shift structures, and location strategy.
emails, transactions, etc.) using statistical models and business inputs.
demand with staffing supply.
classes and ensure timely ramp-up of talent.
and feedback loops.
service level targets while maximizing efficiency.
processes.
or unproductive time.
internal policies.
queues, attendance, and adherence.
system outages, or unplanned absences.
staffing or routing to maintain service levels
accuracy, utilization, shrinkage, service levels, occupancy, and productivity.
senior leadership.
recommend process or technology improvements.
(e.g., Verint, NICE, Calabrio, Aspect, Genesys).
operational dashboards.
enhance WFM capabilities.
intraday, and reporting functions.
continuous learning.
professional growth.
alignment on staffing strategies and performance outcomes.
product expansions) with detailed workforce impact assessments.
executive stakeholders.Benefits