Workforce Management Manager
The world has changed. Why hasn’t insurance?
Kin’s mission is to reimagine home insurance For Every New Normal. While other insurers struggle to handle a fast-changing world, Kin is built for the future and is prepared to meet its challenges head on while helping our customers do the same.
Kin is proud to be one of BuiltIn Chicago’s 2021 and 2022 Best Mid Sized Companies to work for, and Forbes 2021 Best Startup Employers in North America. Simply put, our people are what make us great, and we need forward-thinking, inspired game-changers like you to join us in our mission.
So, what’s the role?
With Kin’s rapid growth, we are looking for a Workforce Management Manager to ensure we are maintaining an accurately staffed and productive workforce. You will be our internal expert on all things workforce management and work cross-functionally with our Sales, Customer Service, and Finance teams to plan for future staffing requirements, implement optimal schedules, and ensure agents are maximizing productivity.
The ideal candidate has a strong background in supporting contact centers and is not afraid of building a workforce management function from the ground up - including implementing Kin’s first workforce management tool and building out a team of Real Time Analysts.
A day in the life could include:
- Forecasting contact volumes and headcount on a weekly and monthly basis
- Build optimal schedules to support SLAs, especially with respect to coverage across all license requirements, and assign to agents
- Monitor adherence to schedule and attendance, and report to Sales and CS leadership
- Own the workforce management tool, including working with the WFM tool vendor on enhancements, and approving shift bids and schedule swaps for agents
- Report to leadership on key productivity and headcount metrics
I’ve got the skills… but do I have the necessary ones?
- 4+ years of workforce management experience in a contact center
- Working experience administering a major workforce management tool
- Proven ability to work cross functionally and balance the needs of many stakeholders
- Detail oriented, very organized and highly motivated to improve processes that will lead to increased efficiency
- Data-obsessed mentality, including the ability to digest and analyze various types of data
- Proficient in Google suite and data analytics tools such as Looker
Bonus Points:
- Experience with Workforce optimization in a Sales heavy environment
- Experience forecasting and scheduling for outbound calls
- Implementation of a Workforce Management tool experience
Oh, and don’t worry, we’ve got you covered!
- Medical, Dental and Vision Insurance (including 100% employer-paid plans)
- Flexible PTO policy
- Very generous equity options and 401K
- Parental Leave
- Continuing education and professional development
- Disability and Life Insurance
- The excitement of joining a high-growth Insurtech company and seeing your work make an impact
In an industry that hasn't budged in more than 100 years, our technology transforms the user experience, cuts inefficiencies that waste billions of consumer dollars, and customizes coverage homeowners want. We believe insurance was always meant to be a digital product – we’re making that a reality.
Our approach to the industry makes us unique, and the people at Kin help us excel. We’re a team of problem solvers, collaborators, builders, and dreamers who are passionate about creating positive change in the lives of our customers and in our industry. Kin is more than just our name – it’s how we treat each other. That’s one of the many reasons we’ve been recognized as a great place to work by Built In, Forbes, and Fast Company.
EEOC Statement
Kin is proud to be an Equal Employment Opportunity and Affirmative Action Employer. We don't just accept difference – we honor it, nurture it, and celebrate it. We don’t discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.