Workforce Manager, Employer Services

Who Are We Looking For?

We're growing our Employer Service team and adding a Workforce Manager to own how we forecast, staff, schedule, and manage in real time.  Our team supports 401(k) plan sponsors, payroll administrators, and partners across phone, email, and case queues. The ideal candidate is an analytical, detail-oriented planner who can balance service levels, staff utilization, and employee experience, and who understands the seasonal rhythms of the retirement plan business.

You’re an analytical, detail-oriented planner who can balance service levels, staff utilization, and employee experience, and you understand the seasonal rhythms of the retirement plan business. You’ll partner closely with Employer Service leadership to make sure we have the right people, with the right skills, in the right place at the right time.

What Will You Be Doing?

Day-to-Day, You Will Be Expected To:

 Own Forecasting & Capacity Planning

• Build and maintain short- and long-term forecasts for call, email, and case volume and handle time.
• Model staffing needs and hiring plans in partnership with leadership.
• Account for 401(k) seasonality and event-driven spikes, such as plan onboarding waves, plan conversions, year-end, compliance testing, and Form 5500 season.
• Update forecasts as business drivers change, including new partner launches and product releases.

 Manage Scheduling & Real-Time Operations

• Build schedules that meet service-level goals while balancing training, QA, coaching, and time-off needs.
• Monitor queues intraday and adjust staffing, breaks, and work assignments to protect service levels and case SLAs.
• Manage skill-based routing and queue prioritization across phone, email, and case work.
• Coordinate time-off, overtime, and shrinkage planning.

 Drive Reporting & Insights

• Own WFM reporting, including service level, ASA, abandon rate, occupancy, adherence, shrinkage, and case backlog and aging.
• Present trends and staffing recommendations to leadership.
• Measure forecast accuracy against [target, e.g., X% at the interval or weekly level],  and continuously refine models.

 Optimize Tools & Processes

• Administer WFM and case management tools.
• Document WFM policies and procedures, including adherence and time-off standards.
• Identify automation and process opportunities that reduce manual work and improve efficiency.
• Uphold strict confidentiality and data-protection standards when working with plan sponsor and participant data.

Requirements

The Necessities

• 5+ years of Experience in workforce management, forecasting, or capacity planning in a contact center or service environment
• Experience supporting multichannel queues (phone, email, case/ticket)
• Strong analytical skills; advanced Excel and hands-on experience with WFM tools and reporting.
• Excellent communication skills and ability to present data-driven recommendations to leadership
• Ability to manage multiple priorities in a fast-paced environment
• Knowledge of 401(k) or retirement plan services is a plus
• A commitment to service excellence and continuous improvement

The Extras

• Knowledge of 401(k) or retirement plan services

This role will be based in either the New York City, Austin, King of Prussia, or Scottsdale office, and will be part of Vestwell's hybrid in-office operation.

The expected base salary range for this position is $80K - $95K base. This position is eligible to participate in the Company Bonus Pool and is eligible to receive new hire equity in the Company. Please note that salary bands are based on NY and other similar metro areas and may differ based on where the role is ultimately hired.