Supervisor Workforce Optimization and Vendor Operations na Higginbotham Insurance Agency, Inc.

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:

• Forecast 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

 Vendor Oversight:

• 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

Technical Oversight:

• Partner with IT to maintain and enhance call center platforms (e.g., 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

Additional Responsibilities:

• 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

Core Competencies:

• 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

Experience and Education:

• 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

Licensing and Credentials:

• Active General Lines Insurance License (or willingness to obtain)

Systems:

• Proficient with Microsoft Excel, Word, PowerPoint, and Outlook
• Proficiency in WFM tools (e.g., NICE, Verint, Genesys) and CRM platforms
• Applied Epic experience preferred, but knowledge of similar Account Management System (AMS) is acceptable

Physical Requirements:

• 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

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.