More than 35 years ago, SelectQuote was founded on one core promise: to help our customers protect the people they value most. We pioneered the way consumers shopped for term life insurance, and now, we also help people find home insurance, auto insurance, senior health insurance and more. Our quick and easy process saves consumers both time and money, and today, more than 2 million families trust us to help them with their insurance needs.

But what truly sets us apart is our people, and the opportunities to grow your career with SelectQuote are unmatched.

The Workforce Operations Manager II supports the Senior business by managing the workforce strategy; workforce operations and agent experience programs for the Sales department. This position will need to monitor workforce optimization data (abandon rate; occupancy; start time/end time adherence; lunch adherence; etc.) and propose scenarios to increase efficiency and improve overall agent policy production. This position will be responsible for analyzing the feasibility of various scenarios with the larger cross-functional team in regards to cost; expected outcomes and agent experience. The Workforce Operations Manager oversees key workforce initiatives such as scheduling optimization forecasting staffing needs reporting accuracy maximizing workforce efficiency and supporting agent experience initiatives that drive additional incremental benefits for the Senior organization. This role establishes key performance indicators oversees process management and finds operational efficiencies by leveraging extensive data analysis.

Supervisory Responsibilities: 

• This position has no direct supervisory responsibilities. 

Essential Duties and Responsibilities: 

• Develop constructive operational metrics that drive performance of the Sales department including but not limited to abandon rate; occupancy; shrink;overtime usage; etc.
• Responsible for developing communicating and implementing all agent experience programs during SEP to enhance agent experience while decreasing overall operating expenses
• Responsible for evaluating potential workforce management systems versus current state and providing key assumptions to drive the business case
• Responsible for partnering with Sales Directors and Regional Managers to introduce and launch all workforce management optimization initiatives and measuring outcomes
• Responsible for developing the metrics and associated cut points for all agent training programs designed to improve agent performance and manage the associated workforce impact related to having agents off the phones during designated training periods
• Ensure effective cross-functional communication to guarantee alignment across teams and a thorough understanding of workforce planning (hours of operation; weekend strategy; start times; end times; lunch hour management; fringe hour management; etc.)
• Align workforce deployment to business needs throughout the year thereby accounting for Senior business seasonality and ensuring achievement of goals with optimal staffing
• Manage workforce efficiency through process and logistics
• Track projects from ideation to completion including helping to create the analytics roadmap to investigate optimization opportunities and drive improved efficiency
• Develop project roadmaps project plans requirements and agent communications as needed
• Identify challenges/objections (technology personnel and overall agent experience) and solutions for implementation
• Inform and make recommendations to senior leadership
• Maintain effective relationships with sales teams and appropriate internal departments
• Engage Sales Agents and Managers to understand and prioritize needs and improvements

Skills/Abilities: 

• Strong business acumen
• Ability to synthesize a large amount of data and drive to a cohesive set of conclusions and proposed action plans
• Strong analytical skills
• Excellent troubleshooting and case investigation skills
• Excellent oral and written communication skills
• Strong organizational and time management skills
• Ability to multi-task
• Detail oriented
• Strong interpersonal skills
• Works well under pressure
• Results driven
• Strong computer skills

Education and Experience:  

• Bachelor’s degree is required
• 5-7 years of experience in workforce and performance management program and design management or a similar role focused on supporting teams and improving performance required

Financial Responsibilities (budget revenue):

• This position has budget responsibility authority and/or level of control. 

Physical Requirements: 

• Work is performed indoors with potential for exposure to safety and health hazards related to office work. Could periodically travel to other office and operational sites.  The noise level in the work environment is usually moderate.

SelectQuote Core Values:

Service: We create positive customer experiences. 

Entrepreneurship: We create innovate & take risks. 

Leadership: We build & invest in high-performing teams. 

Empowerment: We embrace a changing environment. 

Courage: We challenge the status quo & drive continuous improvement.

Teamwork: We help support & celebrate each other.

Disclaimer: The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be construed as an exhaustive list of all responsibilities duties and skills required.

Compensation & Benefits:

The Compensation for this position is listed below. Local minimum wage laws apply. This information is posted pursuant to local requirements to provide applicants with information about what they might be eligible to receive. Individual pay decisions will depend on job-related factors such as experience, education, skill, performance, and geographic location where work will be performed.

Successful candidates may be able to participate in one or more incentive compensation or short-term incentive plans, which could generate additional earnings in accordance with the terms of each plan.

Full-time SelectQuote employees are eligible for medical, dental, vision, voluntary short-term disability, company-paid long term disability, company-paid life insurance and accidental death & dismemberment (AD&D), 401(k) + company match and 100% vesting after 4 years, discretionary profit sharing, employee stock purchase program (espp), paid time off, floating holidays, paid maternity leave, paid parental bonding leave, tuition reimbursement, jury duty pay, and other paid leaves vary based on work location.

Base Salary Minimum

$75,000

Base Salary Maximum

$85,000