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Director of Workforce Management

Sedgwick

1 Positions

ID: R58862

Posted On 05/07/2025

Job Overview

By joining Sedgwick, you'll be part of something truly meaningful. It’s what our 33,000 colleagues do every day for people around the world who are facing the unexpected. We invite you to grow your career with us, experience our caring culture, and enjoy work-life balance. Here, there’s no limit to what you can achieve.

Newsweek Recognizes Sedgwick as America’s Greatest Workplaces National Top Companies

Certified as a Great Place to Work®

Fortune Best Workplaces in Financial Services & Insurance

Director of Workforce Management

Our teams connect! We collaborate onsite and have a hybrid work arrangement. All candidates must live near one of our centers of excellence:

**Southfield, MI** : 300 Galleria Officentre Southfield MI 48034

**Dubuque, IA** : 4141 Westmark Drive, Dubuque, IA 52002

**Cedar Rapids, IA** : 333 1st Street SE Ste. 200 Cedar Rapids IA 52401

**Coralville, IA:** 3273 Ridgeway Drive Coralville IA 52241

**Dublin, OH** : 5500 Glendon Court Dublin OH 43016

**New Albany, OH** : 7795 Walton Parkway New Albany, OH 43054

**Indianapolis, IN:** 8909 Purdue Road Suite 501 Indianapolis, IN 46268

**Irving, TX** : 2201 W. Royal Lane Suite 125 Irving, TX 75063

**Memphis, TN :** 8125 Sedgwick Way, Memphis TN 38125

**Orlando, FL :** 12650 Ingenuity Dr Orlando FL 32826

**PRIMARY PURPOSE** **:** To set the strategic roadmap for workforce management practices for the organization; to optimize resource performance across operations utilizing automated workforce tools; and to ensure organizational performance requirements and client specific service level commitments are met. To serve as a guide for all workforce management activities across the business unit. This role ensures the organization meets service level agreements (SLAs), operates efficiently, and achieves strategic and operational goals, with a focus on delivering an outstanding customer experience.

ESSENTIAL FUNCTIONS and RESPONSIBILITIES

+ Determines overall strategy of the workforce management (WFM) team and their work for a high-volume contact center.

+ Leverage data analytics and workforce tools to enhance reporting, drive operational improvements, and increase efficiency.

+ Collaborate with other stakeholders to identify opportunities to innovate and improve support delivery with the latest customer support technologies.

+ Develop and manage key performance indicators (KPIs) related to workforce management, including forecasting accuracy, occupancy, shrinkage, and adherence.

+ Present reports and insights to senior leadership, providing recommendations for improving contact center efficiency and customer experience.

+ Partners with client services and operations to measure, communicate, and improve call center escalations.

+ Knowledge of automated workforce management tools (preferably Genesys Pure Cloud)

+ Excellent knowledge of multi-channel service center processes and procedures

+ Strong oral and written communication skills, including reporting and presentation skills

+ PC literate, including Microsoft Office products

+ Leadership/management/motivational skills

+ Analytical and interpretive skills

+ Exceptional organizational skills

+ Excellent interpersonal skills

+ Excellent negotiation skills

+ Ability to manage multiple projects and set priorities

+ Ability to work in a team environment

+ Ability to meet or exceed Performance Competencies

ADDITIONAL FUNCTIONS and RESPONSIBILITIES

+ Performs other duties as assigned.

+ Travels as required.

SUPERVISORY RESPONSIBILITIES

+ Provides support, guidance, leadership and motivation to promote maximum performance.

+ Administers company personnel policies in all areas and follows company staffing standards and training recommendations.

+ Interviews, hires and establishes colleague performance development plans; conducts colleague performance discussions.

QUALIFICATIONS

Education & Licensing

Bachelor's degree in education or related field from an accredited college or university preferred.

Experience

Experience: Ten (10) years of related experience or equivalent combination of education and experience required to include six 7+ years of workforce management (WFM) experience in a contact center with at least 4 years of leadership experience in workforce management. Excellent oral and written communication skills, including presentation skills.

Skills & Knowledge

+ Thorough knowledge of contact center practices and procedures

+ Thorough knowledge of WFM processes

+ Ability to think strategically

+ Proven management/leadership skills

+ Comfortable in dynamic, fast-paced environment

+ Expertise in WFM software (e.g., Verint, NICE, Aspect, or similar) and telephony systems (e.g., Five9, RingCentral, Genesys, or similar)

+ Strong analytical skills with experience in forecasting, capacity planning, scheduling, and real-time management.

+ Proven ability to collaborate with operations leaders to drive innovation, process optimization, and improved customer experience.

+ Excellent leadership, coaching, and team development abilities.

+ Ability to work in a fast-paced, dynamic environment and drive continuous improvement.

+ Experience with automation and AI-driven workforce optimization is a plus.

+ Strong organizational skills

+ Excellent interpersonal skills

+ Ability to work in a team environment

+ Ability to meet or exceed Performance Competencies

WORK ENVIRONMENT

When applicable and appropriate, consideration will be given to reasonable accommodations.

**Mental** **:** Clear and conceptual thinking ability; excellent judgment, troubleshooting, problem solving, analysis, and discretion; ability to handle work-related stress; ability to handle multiple priorities simultaneously; and ability to meet deadlines

**Physical** **:** Computer keyboarding, travel as required

**Auditory/Visual** **:** Hearing, vision and talking

The statements contained in this document are intended to describe the general nature and level of work being performed by a colleague assigned to this description. They are not intended to constitute a comprehensive list of functions, duties, or local variances. Management retains the discretion to add or to change the duties of the position at any time.

Sedgwick is an Equal Opportunity Employer and a Drug-Free Workplace.

If you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, consider applying for it anyway! Sedgwick is building a diverse, equitable, and inclusive workplace and recognizes that each person possesses a unique combination of skills, knowledge, and experience. You may be just the right candidate for this or other roles.

Primary Contact

1645458383738

Amanda Strothman

,

Phone

Phone

Phone

Fax

[email protected]

Email

True

False

True

Job Details

Categories

Insurance

Management/Executive

Technical

Location

Southfield, MI

Job Type

Employee

Full/Part

Full Time

Company ID

8326

Job REQ #

R58862

\# Positions

1

Start Date

20250507

End Date

20250607

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Sedgwick

About the Company

Career Development

Our goal is to make Sedgwick CMS a place where great people can do great things for our clients. This commitment is evidenced by our colleague development program and supported by our multi-dimensional learning resources.

We invest in the education of our colleagues by providing training and learning resources that focus on our culture, procedures, systems and performance expectations. We evaluate the educational needs of our colleagues through performance discussions and evaluations. These needs are filled either through Sedgwick CMS University and through industry certification programs and other external educational resources . Sedgwick CMS University curriculum offerings take colleagues from orientation to technical training to supervisory and managerial development. Through Sedgwick CMS University, we provide our colleagues continuous development of professional skills and the ability to deliver quality service to our clients.

Colleague Orientation

We offer a required colleague orientation program that allows us to verify and document the training provided to new colleagues. This program is called Personal Responsibility in Developing Excellence (PRIDE) and is the first component of our comprehensive career development process. This program introduces and orients new and transitioning colleagues to our company and to their new position. PRIDE will take colleagues through the first 90 days of their new position. Objectives of this program focus on providing colleagues an increased awareness of who we are, where we are going, and how they can help us get there.

Career Paths

Career path options are identified through an ongoing process of discussion and collaboration between colleagues and their managers. On an ongoing basis, our managers counsel colleagues regarding their career path, new opportunities, and additional training and development requirements to help them reach their individual goals.