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.

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.

• 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

• 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

• 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

• 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

• 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

• 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

• 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…