Workforce Management Specialist

Hi, we’re HUB!

We are a leading North American insurance brokerage that advises businesses and individuals on how to reach their goals. When you partner with us, you’re at the center of a vast network of risk, insurance, employee benefits, retirement and wealth management specialists that bring clarity to a changing world with tailored solutions and unrelenting advocacy – so you’re ready for tomorrow.

The Opportunity!
Reporting to the VP of Operational Enablement and partnering with Operations Support and Retail Leadership, the  Workforce Management Specialist  is instrumental in the deployment and ongoing support of contact center technology, processes, and analytics. This role ensures the leadership team is equipped with robust reporting, accurate forecasting, optimized scheduling, real‑time monitoring, and the broader operational capabilities required to drive performance and informed decision‑making.

A day in the life –
Workforce Planning & Scheduling

Build and maintain short‑ and long‑term agent schedules aligned to forecasted workload, service level goals, and compensation budgets

Proactively adjust schedules in response to volume trends, vacation requests, and real‑time operational needs

Perform what‑if scenario analysis to model the impact of staffing changes, workload shifts, and service level trade‑offs

Forecasting & Analytics

Forecast call volumes and staffing requirements using historical trends, business inputs, and seasonal patterns

Deliver daily, weekly, and monthly performance reporting including SLA, AHT, abandonment, occupancy, and agent‑level stats

Analyze performance variances, surface trends, and translate data into clear, actionable recommendations for leadership

Real‑Time Management

Monitor live queue performance, interval metrics, and service level thresholds throughout the day — identifying and acting on emerging issues before they escalate

Execute intraday staffing adjustments including break management, overtime, and voluntary time off to keep staffing aligned with real‑time demand

Communicate intraday variances and recommended responses to operations leadership in a timely and clear manner

Technology & Systems Administration

Serve as SME and administrator for the contact center platform — managing IVR configuration, call flows, queue priorities, skills, and holiday programming. NICE CXone experience is a strong asset

Troubleshoot contact center system issues and liaise with Corporate IT to resolve technology gaps

Identify and champion opportunities to leverage automation, integrations, and new platform capabilities to improve operational efficiency

Onboard and train new managers and agents on contact center tools and reporting

SLA Framework Development

Partner with regional retail leadership to define service level standards, KPIs, and performance targets for the contact center

Build the measurement and reporting infrastructure required to track, report, and drive accountability against agreed SLA targets

Continuously refine standards as the operation matures, using data‑driven insights to evolve targets and benchmarks

Leadership Support & Project Delivery

Provide operational project support for strategic initiatives, ensuring timely execution and clear communication to stakeholders

Recommend and build the business case for new features, processes, or technology enhancements

Participate in Disaster Recovery Planning (DRP) activities and execution

Maintain master agent and backup listings and ensure data integrity across all WFM systems

How We Measure Success

SLA framework development — establish service level standards in partnership with regional retail partners, build the measurement infrastructure, and drive consistent delivery against agreed targets

Forecast accuracy — call volume predictions vs. actuals, driving optimal staffing alignment

Reporting cadence — timely, accurate management metrics delivered on schedule

Project execution — successful delivery of championed initiatives on time and on scope

Client experience — delivering a premium omni‑channel experience that consistently meets or exceeds service level expectations

Operational scalability — building future‑ready processes and…