Workforce Management Specialist

Overview

We are HUB, a leading North American insurance brokerage that advises businesses and individuals on tailored risk, insurance, employee benefits, retirement and wealth management solutions. You will be part of a network focused on clarity and advocacy to help clients navigate a changing world.

Responsibilities

• Workforce Planning & Scheduling: Build and maintain short- and long-term agent schedules aligned to forecasted workload, service level goals, and compensation budgets; proactively adjust schedules in response to volume trends, vacation requests, and real-time operational needs; perform what-if scenario analysis to model staffing changes and service level trade-offs.

• Forecasting & Analytics: Forecast call volumes and staffing requirements using historical trends, business inputs, and seasonal patterns; deliver daily, weekly, and monthly performance reporting (SLA, AHT, abandonment, occupancy, and agent-level stats); a...