NGLS - Workforce Management Associate Manager - US

National General is a part of The Allstate Corporation, which means we have the same innovative drive that keeps us a step ahead of our customers’ evolving needs. We offer home, auto and accident and health insurance, as well as other specialty niche insurance products, through a large network of independent insurance agents, as well as directly to consumers. 

Job Description

The Workforce Management Associate Manager will perform complex staffing and forecasting models to drive service level and customer satisfaction results to achieve and exceed service level guarantees and smart goals. This role will also provide short term and long-term strategic planning as well as providing timely and accurate reporting including CSR scorecards and trending as required. This position will be directly responsible for NGLS Real Time Analysis and Forecasting & Planning teams. It also involves direct people leadership across international teams. It requires a leader who brings emotional intelligence, cross-cultural awareness, and the ability to build trust and accountability regardless of location or role level.

Key Responsibilities

• Influences others through subject matter expertise and provides performance feedback to supervising manager where applicable
• Requires an understanding of the underlying principles of a professional discipline and the application of those principles in completing work and making judgments and/or recommendations for action
• Communicates call volume fluctuations and staffing models to support the service levels
• Provides analysis and thought leadership around call and cost optimization to operations manager
• Represent NGLS WFM regarding Verint and AWS for projects, troubleshooting, and admin functions
• Completes individual tasks, assignments and/or long-term projects through applying professional judgment, knowledge and experience
• Provides influence and direction to team of employees
• Directs implementation of new programs and initiatives
• Create and maintain accurate volume forecasting models at regular intervals

Qualifications

• 1–2 years of prior experience in Workforce Management, with demonstrated knowledge of forecasting, scheduling, and real-time adherence practices – with experience in AWS Connect and/or Verint WFM platforms.
• At least 2 years of experience in people management or leading high-performing teams
• Strong emotional intelligence and interpersonal skills; able to build trust, influence, and collaborate effectively across all levels of the organization
• Excellent written and verbal communication skills, with the ability to translate complex data into clear insights for both technical and executive stakeholders
• Proficient in Microsoft Office, especially Excel (intermediate to advanced), including pivot tables, formulas, and manipulation of raw data sets
• Proven analytical and problem-solving skills, with a strong emphasis on data-driven decision-making and operational planning
• Highly adaptable, self-directed, and organized; able to manage multiple priorities in a dynamic, results-driven environment

Preferred Qualifications

• Prior experience implementing WFM strategies across multiple teams or business units
• Experience working with international teams with aligned goals to drive results and a common team culture.

Supervisory Responsibilities

• This job has supervisory duties.  Overseeing a team of 7 employees located across the United States and Mexico.

Compensation

Joining our team isn’t just a job — it’s an opportunity. One that takes your skills and pushes them to the next level. One that encourages you to challenge the status quo. One where you can shape the future of protection while supporting causes that mean the most to you. Joining our team means being part of something bigger – a winning team making a meaningful impact.

National General Holdings Corp., a member of the Allstate family of companies, is headquartered in New York City. National General traces its roots to 1939, has a financial strength rating of A– (excellent) from A.M. Best, and provides personal and commercial automobile, homeowners, umbrella, recreational vehicle, motorcycle, supplemental health, and other niche insurance products. We are a specialty personal lines insurance holding company. Through our subsidiaries, we provide a variety of insurance products, including personal and commercial automobile, homeowners, umbrella, recreational vehicle, supplemental health, lender-placed and other niche insurance products.

Companies & Partners

Direct General Auto & Life, Personal Express Insurance, Century-National Insurance, ABC Insurance Agencies, NatGen Preferred, NatGen Premier, Seattle Specialty, National General Lender Services, ARS, RAC Insurance Partners, Mountain Valley Indemnity, New Jersey Skylands, Adirondack Insurance Exchange, VelaPoint, Quotit, HealthCompare, AHCP, NHIC, Healthcare Solutions Team, North Star Marketing, Euro Accident.

Benefits

National General Holdings Corp. is an Equal Opportunity (EO) employer – Veterans/Disabled and other protected categories. All qualified applicants will receive consideration for employment regardless of any characteristic protected by law. Candidates must possess authorization to work in the United States, as it is not our practice to sponsor individuals for work visas. In the event you need assistance or accommodation in completing your online application, please contact NGIC main office by phone at (336) 435-2000.