Supervisor Workforce Optimization and Vendor OperationsHigginbotham • Fort Worth, TX , US
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Supervisor Workforce Optimization and Vendor Operations
Higginbotham • Fort Worth, TX , US
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job_description.job_card.job_descriptionForecast call volumes and staffing needs using historical trends and predictive analytics Develop and maintain agent schedules to meet Service Level Agreements (SLAs) Monitor real-time adherence and make intraday adjustments to optimize coverage Collaborate with leadership and training teams to align hiring and onboarding with operational demand Produce and analyze reports on occupancy, shrinkage, and productivity metrics Act as the primary liaison for third-party service providers and technology vendors Oversee vendor performance, ensuring compliance with SLAs and contractual obligations Conduct regular vendor evaluations and escalate issues as needed Recommend improvements or alternative solutions based on vendor capabilities Coordinate onboarding and offboarding processes for vendor resources Partner with IT to maintain and enhance call center platforms (, ACD, IVR, WFM tools) Troubleshoot system issues and collaborate with technical teams for resolution Lead implementation of new tools and upgrades impacting workforce or vendor operations Ensure data integrity across systems and support integration initiatives Maintain documentation of technical processes and configurations Install and configure new devices and system components Perform system quality assurance to ensure optimal performance Respond to service requests during and outside of business hours Prioritize and manage customer service requests for timely resolution Coordinate installation and relocation of users across systems Build strong internal relationships to support service levels, reduce attrition, and improve quality Collaborate with managers to ensure compliance with organizational policies Resolve complex employee issues impacting operations and decision-making Update training materials based on feedback and compliance requirements Organize technical and personal development training for team members Serve as a liaison between business divisions to improve communication and collaboration Implement strategies to boost employee satisfaction and retention Leadership : Display leadership skills and ability to motivate fellow employees Ability to Analyze and Solve Problems : Skill in recognizing challenges, exploring options, and implementing effective solutions in a timely manner Attention to Detail : A strong focus on completing tasks and projects accurately and thoroughly Communication Skills : Capable of expressing ideas clearly in both verbal and written forms and engaging with various audiences Timely Task Completion : Ability to finish tasks and projects efficiently, managing resources and priorities effectively Team Collaboration : Willingness to work together with others, promoting teamwork and supporting shared goals Client Focus : Dedication to understanding and addressing the needs of clients and stakeholders to ensure their satisfaction Dependability : Acknowledgment of the importance of being present and punctual Creative Thinking : Openness to suggesting new ideas and methods to improve processes and outcome Organizational Skills : Capability to prioritize tasks and manage multiple projects simultaneously Adaptability : Willingness to adjust to changing situations and priorities, showing resilience in a dynamic work environment 3-5+ years of experience in employee benefits, insurance, claims-carrier operations, and customer service Bilingual in Spanish is a plus, but not required Bachelor’s degree in Business, Operations, or related field 5+ years of experience in workforce planning, vendor management, or technical operations Strong analytical skills and advanced Excel proficiency; experience with data visualization tools preferred Excellent communication, negotiation, and project management skills Proven ability to manage cross-functional priorities in a fast-paced environment Active General Lines Insurance License (or willingness to obtain) Proficient with Microsoft Excel, Word, PowerPoint, and Outlook Proficiency in WFM tools (, NICE, Verint, Genesys) and CRM platforms Applied Epic experience preferred, but knowledge of similar Account Management System (AMS) is acceptable Ability to lift 25 pounds Repeated use of sight to read documents and computer screens Repeated use of hearing and speech to communicate on telephone and in person Repetitive hand movements, such as keyboarding, writing, 10-key Walking, bending, sitting, reaching and stretching in all directions
Position Summary : Workforce Optimization & Vendor Operations Supervisor plays a pivotal role in driving operational efficiency, managing vendor relationships, and supporting technical infrastructure to ensure seamless service delivery. This cross-functional leadership position requires strong analytical capabilities, project management expertise, and a deep understanding of workforce planning tools and technologies.
Supervisory Responsibilities :
- Supervise and train staff to enhance productivity and reduce process inefficiencies
Essential Tasks :
Workforce and Resource Planning :
Vendor Oversight :
Technical Oversight :
Additional Responsibilities :
Core Competencies :
Experience and Education :
Licensing and Credentials :
Systems :
Physical Requirements :
Notice to Recruiters and Staffing Agencies : To protect the interests of all parties, Higginbotham Insurance Agency, Inc., and our partners, will not accept unsolicited potential placements from any source other than directly from the candidate or a vendor partner under MSA with Higginbotham. Please do not contact or send unsolicited potential placements to our team members.
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