WFM Lead, NA Contact Center

Responsibilities

• Serve as the functional lead for WFM Analysts, providing direction, task prioritization, and quality oversight.
• Act as the subject matter expert for WFM strategy and tooling across multiple lines of business.
• Partner with leadership to create detailed WFM procedures, best practices, and process enhancements.
• Own and manage key WFM metrics, including volume and capacity forecast accuracy, schedule efficiency, and productivity.
• Translate forecasts into staffing models and capacity plans to align headcount with service level targets.
• Analyze workforce performance data to recommend improvements to schedules and operational processes.

Requirements

• Bachelor's degree in Business, Finance, Statistics, Operations Management, or a related field.
• 5+ years of workforce management experience within a contact center environment.
• Strong knowledge of WFM practices in omnichannel environments (voice, chat, email, and back-office).
• Proficiency in Microsoft Office, specifically Excel and PowerPoint.
• Strong analytical and forecasting skills with the ability to present complex data to executive leadership.
• Deep understanding of contact center performance metrics such as service level, AHT, and adherence.

Preferred Qualifications

• Experience utilizing NICE CXone WFM software.
• Exposure to automation or advanced forecasting analytics using Python, R, or similar tools.
• Experience with AI-enabled tools for workforce optimization and process improvement.

About the Company

Chubb is a world leader in insurance, providing commercial and personal property and casualty insurance, reinsurance, and life insurance to a diverse group of clients globally. With operations in 54 countries, the company is distinguished by its exceptional financial strength, underwriting excellence, and superior claims handling expertise.