Company Overview 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. About the Role The Director Workforce Management Strategy & Operations is responsible for developing communicating and implementing workforce management strategies for the Senior Sales Agents to ensure appropriate allocation of resources across various workflows to achieve production targets while balancing agent experience and expense. In addition the Director will lead the evolution of the agent leveling strategy to ensure alignment between agent level compensation and profitability. The Director will be responsible for leading the development and implementation of creative programs across agent groups that provide opportunities for Agents to recharge and refresh. The Director will be responsible for leveraging data and insights to drive operational efficiencies across all agent levels and selling seasons. Supervisory Responsibilities: This position has direct supervisory responsibilities. Essential Duties and Responsibilities: Responsible for developing communicating and implementing the overall workforce strategy for all Sales Agent levels for each unique selling season by workflow based on historical data seasonal trends industry changes and projected business needs by activity Establishing a successful workforce strategy will include but is not limited to: Defining the number of agents needed by level to achieve targets Creating hours of operation in conjunction with the marketing call plan Preparing agent schedules based on the call plan including transition timing to different workflows and off phone time across training and other required agent activities Reviewing the workforce management model outputs for areas of opportunity / concern and quickly working cross functionally to resolve any identified issues (high abandon rate etc.) Ensure the workforce strategy successfully balances key objectives and business needs: production targets; agent experience; overtime spend; off phone time and other activities outside of Senior Sales Activity (i.e. enrollment support; AST sales; etc.) Continuously monitor and analyze performance metrics to assess the effectiveness of workforce planning strategies making data-driven adjustments as necessary to meet business objectives Develop and implement a robust performance management strategy for existing agents new hires and experienced hires that includes timelines KPIs collaboration with the Sales Team and alignment with the forecasting process Continuously evaluate and evolve the agent leveling strategy to ensure alignment with agent profitability and appropriate allocation of headcount across levels to meet business objectives Create a workforce management efficiency opportunity roadmap and define the analytics that are required to support the efficiency opportunities; partner closely with the Analytics team to develop timelines for the analytics required to support the efficiency opportunity roadmap Establish and oversee a process of continuous monitoring of daily performance metrics including consumption occupancy abandon rate out of office etc. to address issues real-time with the Sales organization and make the appropriate intraday adjustments Partner with the Global Training and Sales Teams to ensure all off phone time is scheduled in a manner that reduces the impact on production Create develop and implement a holistic workforce management calendar that includes all workforce management activities including off phone time; training; new start class activities; leveling and impact on workflow; performance management activities; etc. Ensure alignment between the budgeting / forecasting model with the holistic workforce management calendar and proactively drive communication with the Analytics team to ensure executive level awareness of any deltas that create risk to achieving the plan Oversee the development and implementation of Agent schedules and identify any potential operational issues (i.e. high abandon rate operational efficiency risk due to multiple skilling rotations etc.) Responsible for partnering with internal stakeholders to evolve existing and create new programs that enable Agents to take time off during the less busy selling seasons in a way that creates a win-win situation for Agents and SelectQuote Responsible for developing and/or presenting Sales facing materials including but not limited to analytic insights program overviews implementation plans agent facing communication etc. Serve as a primary point of contact for the Sales Directors Leverage strong analytical skills business knowledge and financial acumen to evaluate workforce management data and analytics for reasonableness Ability to synthesize large amounts of data and summarize into executive summaries that is easy to consume and clearly relays pertinent points Skills/Abilities: High attention to detail Strong business and financial acumen Highly analytical with the ability to consume and understand complex data sets and synthesize into actionable insights for the Sales Leadership Team to implement and monitor Strong communication skills (written and verbal) including group presentations Ability to work in fast-paced dynamic environments with the ability to quickly adapt to changing business needs and priorities Creative problem solver with the ability to articulate financial and agent experience impacts Self-motivated with an extremely strong sense of urgency Robust analytical skills required to understand the impact of workforce management strategies and clearly articulate benefits potential risks and mitigation strategies Highly organized with a demonstrated ability to drive priorities and accountability throughout the process of establishing workforce management strategy priorities and implementation that crosses several functional areas with critical timelines and activities Ability to thrive in a fast paced environment with competing priorities Strong written and verbal communication skills required to design and present workforce management strategy and implementation plans to the Sales Team in a factual yet compelling manner Ability to review workforce management data and analytics and proactively question data to ensure data accuracy and reasonableness Ability to influence teams and matrix manage internal resources Time management skills to adhere to strict deadlines Education and Experience: Bachelor's degree in a related field required 7 or more years of management experience required 10 or more years of related experience required 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. Prolonged periods of sitting at a desk and working on a computer. 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.