Workforce Manager

Workforce Manager role at REINO ANIMAL

At Orion
180, we don’t just stand out for what we do, we shine because of how we do it. By integrating cutting-edge proprietary technology, innovative solutions, and compassion for serving our customers, we are redefining the insurance experience. Our vision is to be the global premier provider of insurance solutions. Our mission is to deliver an exceptional insurance experience through innovative technology, unparalleled customer service, and a comprehensive suite of products.

Orion
180 is proud to call two vibrant cities home. Our headquarters on Florida’s stunning Space Coast in Melbourne offers an exceptional quality of life, with affordable housing, excellent transportation, and close proximity to major cities like Orlando, Tampa, and Miami. Our Dallas, Texas location places us in a dynamic center of culture, business, and entertainment, keeping us deeply connected to innovation and growth.

Join our team as a Workforce Manager and elevate our Customer Experience Department at Orion
180!

The Workforce Manager will lead the strategic and day-to-day workforce planning for Orion
180’s Customer Experience (CX) operations. This role is responsible for forecasting call volumes, creating optimized agent schedules, and monitoring real-time metrics to ensure efficient staffing and service level achievement across all customer contact channels (phone, email, chat, and text). The ideal candidate will balance cost-effectiveness with exceptional customer service, leveraging workforce management tools and collaborating closely with HR, Training, and Operations to align staffing with business needs.

• Forecast short- and long-term contact volumes and staffing needs using historical data and predictive analytics.
• Develop and maintain optimized agent schedules, adjusting for seasonality, holidays, and special events.
• Monitor real-time performance metrics and make proactive adjustments to ensure service level targets are met.
• Analyze and manage associate training and certification, adjusting as needed to ensure staffing levels are achieved.
• Serve as the WFM system owner, working with our vendors as SME and administrator on system issues and updates.
• Manage adherence, shrinkage, and intraday performance reporting.
• Track key KPIs such as service level, occupancy, and schedule adherence.
• Collaborate with CX leadership, Quality, and Training to align workforce strategies with business goals.
• Lead the implementation and optimization of Workforce Engagement Management (WFM) tools.
• Provide actionable insights through regular reporting and dashboards (e.g., Power BI, Ring Central, Zen Desk).
• Generate and present reports on productivity, prior day results, and efficiencies during daily call facilitated by WFM.

• Bachelor’s Degree Preferred
• 5+ years related experience in Customer Service Operations, with at least 3+ years in workforce management leadership
• Proven expertise in forecasting, scheduling, and capacity planning for high-volume contact center
• Proficiency in WFM platforms, Zendesk and/or Ring Central experience a plus
• Excellent communication and leadership skills, with the ability to influence and drive change

• Dynamic Environment:
  On-site role with a fast‑paced and collaborative team culture. Results‑driven office where your contributions make a real impact.
• Compensation:
  Competitive base pay and performance bonuses.
• Career Growth:
  Mentorship, growth tracks, and professional development.
• Benefits:
  Medical, dental, vision, 401k, paid holidays, PTO and more!

Join Our Team & Make an Impact! At Orion
180, we don’t just meet expectations, we exceed them. If you’re ready to take your career to the next level and be part of a dynamic, forward‑thinking company, apply today!

While performing general duties for this position, the employee is regularly required to sit, stand and/or walk around (including the use of stairs). Other demands include the ability to openly communicate with others by talking, listening, comprehending, and reading, being able to lift light objects (