In this role, you will report to the **Head of Workforce Management, Group Benefits** and will serve as a trusted advisor and subject-matter guide for intra-day and tactical workforce planning activities within Group Benefits. You will work with collaborators to assess and prioritize staffing requirements to meet long-term goals and tactical service level agreements. You will collaborate with Finance and business partners to develop strategic and operational workforce plans, including forecasting and analyzing headcount. You will integrate the planning process across multiple business functions in Group Benefits and consistently assess existing workforce strategy to ensure practical alignment with business objectives. This role will drive optimization and execution of workforce management strategy and standard methodologies. You will + Build a high performing team through sustained training, mentor, feedback, and targeted career development activities. + Align strategic and tactical planning to enable the business to continuously deliver targeted service levels and processing turn-around times. + Proactively identify, analyze, and respond to operational process changes, excess capacity, defects in workforce models and forecasts to address points of exposure, improve coverage, and avoid diminished service levels. + Define tolerable margins of error for forecast accuracy and conduct post-mortem analysis to calibrate and refine operating results against targets. + Establish standard processes for scheduling, adherence, and real-time management. + Facilitate reporting and analytics function to identify trends in engagement, performance, shrinkage, occupancy, etc. to handle resource allocation and maintain appropriate staffing levels across service channels and product lines. + Communicate timely, accurate, and actionable information to senior operations leaders and collaborators, improving efficiency and reducing operating costs. + Provide assessments of workforce and staffing trends with insights regarding the impact of strategic business decisions on the workforce. + Provide strategic thought leadership and drive continuous improvement to advance workforce planning capabilities. + Collaborate with various teams to gather insights that will inform decisions on hiring and efficiency. + Implement validated workforce management techniques in line with industry standards to optimize workforce management processes. + Handle the maintenance and distribution of reliable and accurate reporting data as requested on a daily, weekly, and monthly basis. + Collaborate with IT, Telephony, HR and Finance to provide timely feedback on the functionality and integrity of platforms and WFM data inputs and outputs. You have + Bachelor’s degree or equivalent professional experience. + 5+ years’ experience in the WFM field, including forecasting, scheduling, reporting, and real-time management. + Understanding of standard approaches to workforce management, centers of excellence, and associated performance measurements. + Robust experience with Telephony and WFM systems and tools, such as Avaya, Verint, Genesys, Intradiem and/or accompanying or stand-alone platforms for intra-day management, forecasting, reporting, etc. + Expertise with WFM metrics and service levers, including ASA, AHT, agent performance, intra-day scheduling. + A data-driven, proactive approach toward innovative process improvement. + Ability to translate and convey complex statistical data into easy to understand, actionable recommendations. + Able to lead change, drive performance, and reduce operational defects. + Ability to set and manage priorities with validated results. + Experience effectively communicating to inspire change. + Strong communication skills with the ability to form effective relationships, influence others and work optimally in a matrixed organization. + Experience preparing and communicating complex material to senior leadership in a way that facilitates productive conversations and decision-making. Location This is a flexible position requiring 3 days per week in the office, with preference given to candidates within commuting proximity to a Guardian office. **Salary Range:** $84,320.00 - $138,522.50 The salary range reflected above is a good faith estimate of base pay for the primary location of the position. The salary for this position ultimately will be determined based on the education, experience, knowledge, and abilities of the successful candidate. In addition to salary, this role may also be eligible for annual, sales, or other incentive compensation. **Our Promise** At Guardian, you’ll have the support and flexibility to achieve your professional and personal goals. Through skill-building, leadership development and philanthropic opportunities, we provide opportunities to build communities and grow your career, surrounded by diverse colleagues with high ethical standards. **Inspire Well-Being** As part of Guardian’s Purpose – to inspire well-being – we are committed to offering contemporary, supportive, flexible, and inclusive benefits and resources to our colleagues. Explore our company benefits at www.guardianlife.com/careers/corporate/benefits . _Benefits apply to full-time eligible employees. Interns are not eligible for most Company benefits._ **Equal Employment Opportunity** Guardian is an equal opportunity employer. All qualified applicants will be considered for employment without regard to age, race, color, creed, religion, sex, affectional or sexual orientation, national origin, ancestry, marital status, disability, military or veteran status, or any other classification protected by applicable law. **Accommodations** Guardian is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. Guardian also provides reasonable accommodations to qualified job applicants (and employees) to accommodate the individual's known limitations related to pregnancy, childbirth, or related medical conditions, unless doing so would create an undue hardship. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact applicant_accommodation@glic.com . **Current Guardian Colleagues: Please apply through the internal Jobs Hub in Workday.** Every day, Guardian helps our 29 million customers realize their dreams through a range of insurance and financial products and services. Our Purpose, to inspire well-being, guides our dedication to the colleagues, consumers, and communities we serve. We know that people count, and we go above and beyond to prepare them for the life they want to live, focusing on their overall well-being — mind, body, and wallet. As one of the largest mutual insurance companies, we put our customers first. Behind every bright future is a GuardianTM. Learn more about Guardian at guardianlife.com .