At Globe Life, we are committed to empowering our employees with the support and opportunities they need to succeed at every stage of their career. We take pride in fostering a caring and innovative culture that enables us to collectively grow and overcome challenges in a connected, collaborative, and mutually respectful environment that calls us to help Make Tomorrow Better.
Role Overview:
Could you be our next Workforce Management Manager, Sales Agent Contact Center? Globe Life is looking for a Workforce Management Manager, Sales Agent Contact Center to join the team!
This role is responsible for leading the day-to-day workforce management operations of the Sales Agent Contact Center, a fast-paced live lead-transfer environment focused on driving insurance sales through inbound and outbound agent activity. This role oversees forecasting, scheduling, real-time queue management, and resource optimization to ensure the call center consistently meets service level agreements (SLAs) and sales performance targets. The Manager partners closely with Call Center leadership, Sales Supervisors, Training, and Quality Assurance to align staffing strategies with live lead volume, agent availability, and business objectives.
This is a hybrid position located in McKinney, Texas (WFH Monday & Friday, In Office Tuesday-Thursday).
What You Will Do:
- Develop and maintain short and long-term call volume and lead transfer forecast models using historical data, active lead pipeline volume, seasonal trends, and statistical methods specific to the live lead transfer program.
- Conduct regular analysis on forecast accuracy and continuously refine models to reflect changes in lead source volume, agent headcount, and sales campaign activity.
- Translate forecast models into actionable staffing plans and communicate them to Call Center leadership.
- Provide ad-hoc, weekly, monthly, and quarterly reporting on workforce metrics, lead volume trends, and staffing efficiency.
- Oversee the scheduling of all call center agents, including off-phone activities such as training, coaching sessions, team meetings, and administrative duties, ensuring minimal impact to live lead coverage.
- Monitor live lead queues, hold times, and agent availability in real time; make or recommend staffing adjustments to maintain SLA targets and maximize lead conversion opportunities.
- Manage agent time-off requests and schedule exceptions, balancing agent needs with operational coverage requirements.
- Utilize WFM platforms (e.g., NICE, Genesys, or equivalent) to optimize agent scheduling and real-time resource allocation.
- Recruit, hire, and onboard WFM analysts and representatives as the team scales; establish clear role expectations and performance standards from day one.
- Lead, coach, and develop direct reports through regular performance conversations, feedback, recognition, and corrective action as needed.
- Write and deliver annual performance appraisals for all direct reports; monitor and address individual performance against established KPIs.
- Foster a team culture of accountability, continuous improvement, and collaboration within the WFM function.
- Partner with Call Center leadership, Sales Leaders, Training, and Quality Assurance to align workforce strategies with live lead program goals and agent performance expectations.
- Present workforce analysis, forecast results, and staffing recommendations to Call Center management.
- Lead or participate in cross-functional project teams involving workforce planning, technology upgrades, or operational improvements.
- Communicate staffing impacts of new sales campaigns, lead source changes, or operational initiatives to relevant stakeholders proactively.
What You Can Bring:
- Bachelor's degree in Business, Operations Management, Analytics, or related field; OR 5+ years of equivalent call center workforce management experience in lieu of degree.
- At least 3–5 years of call center workforce management experience, with at least 1–2 years in a supervisory or lead capacity.
- Strong working knowledge of WFM principles including forecasting, scheduling, real-time queue management, and shrinkage/adherence analysis.
- Understanding of live lead transfer staffing dynamics, including the impact of lead volume variability on scheduling and queue management.
- Experience with WFM platforms (e.g., Verint, NICE, Genesys, Community, Finesse, or equivalent) and ACD/telephone reporting tools.
- Advanced Excel skills required; proficiency in Word and Outlook. Experience with Tableau or Power BI preferred.
- Ability to translate call volume and performance data into actionable forecasts, staffing strategies, and real-time solutions.
- Demonstrated ability to lead, motivate, and develop a team in a fast-paced, metrics-driven environment; experience building a WFM team from the ground up preferred.
- Clear, concise written and verbal communication skills; ability to present data and recommendations to non-technical leadership.
- Ability to build and maintain productive working relationships with Sales, Training, QA, IT, and HR teams.
- Experience supporting a sales-focused or live lead transfer call center strongly preferred.
- Life insurance or financial services industry experience a plus.
- Ability to travel up to 15% as needed.
- CWPP (Certified Workforce Planning Professional) or equivalent WFM certification preferred.
Applicable To All Employees of Globe Life Family of Companies:
Reliable and predictable attendance of your assigned shift.
Ability to work full time and/or part time based on the position specifications.
How Globe Life Will Support You:
Looking to continue your career in an environment that values your contribution and invests in your growth? We've curated a benefits package that helps to ensure that you don’t just work, but thrive at Globe Life:
Competitive compensation designed to reflect your expertise and contribution.
Comprehensive health, dental, and vision insurance plans because your well-being is fundamental to your performance.
Robust life insurance benefits and retirement plans, including company-matched 401k and pension plan.
Paid holidays and time off to support a healthy work-life balance.
Parental leave to help our employees welcome their new additions.
Subsidized all-in-one subscriptions to support your fitness, mindfulness, nutrition, and sleep goals.
Company-paid counseling for assistance with mental health, stress management, and work-life balance.
Continued education reimbursement eligibility and company-paid FLMI and ICA courses to grow your career.
Discounted Texas Rangers tickets for a proud visit to Globe Life Field.
Opportunity awaits! Invest in your professional legacy, realize your path, and see the direct impact you can make in a workplace that celebrates and harnesses your unique talents and perspectives to their fullest potential. At Globe Life, your voice matters.
Skills Required
- Bachelor's degree in Business, Operations Management, Analytics, or related field OR 5+ years equivalent call center workforce management experience
- 3-5 years of call center workforce management experience, with 1-2 years in a supervisory or lead capacity
- Working knowledge of WFM principles: forecasting, scheduling, real-time queue management, shrinkage and adherence analysis
- Experience with WFM platforms (Verint, NICE, Genesys, Community, Finesse, or equivalent) and ACD/telephone reporting tools
- Advanced Excel skills; proficiency in Word and Outlook
- Ability to translate call volume and performance data into actionable forecasts and staffing strategies
- Demonstrated ability to lead, coach, and develop a team in a metrics-driven environment
- Clear, concise written and verbal communication skills and ability to present to non-technical leadership
- Ability to travel up to 15% as needed
- Experience with Tableau or Power BI
- CWPP or equivalent WFM certification
- Experience supporting a sales-focused or live lead transfer call center; life insurance or financial services experience a plus
Globe Life Compensation & Benefits Highlights
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Retirement Support — A company‑matched 401(k) plus a defined‑benefit pension are explicitly offered to eligible W‑2 employees. This combination provides long‑term retirement security beyond a standard match-only package.
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Parental & Family Support — Paid maternity leave (up to 6 weeks) and paid parental leave (up to 4 weeks) are included for eligible employees. These policies complement broader time‑off programs to support family needs.
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Healthcare Strength — Medical, dental, and vision coverage are provided alongside employer life insurance and short/long‑term disability. Wellness access such as gym/Wellhub is also included.
Globe Life Insights
What We Do
Globe Life is an insurance company with a mission centered on protecting the financial futures of working families. The company has operated for over a century, built on a foundation of discipline, ethics, and long-term thinking. Employees at Globe Life don't simply work in insurance. They help safeguard futures, show up in meaningful moments for real people, and contribute to something larger than a paycheck. The company's guiding statement, "We Make Tomorrow Better for Families and for the People Who Help Protect Them," reflects both its public mission and its commitment to the people who carry that mission forward every day.
Why Work With Us
Globe Life protects real families' financial futures, giving everyday work deeper meaning. Rooted in 100+ years of stability, ethics, and integrity, it's a place where employees grow with confidence. The culture values clarity, respect, and accountability, with real mobility, visible advancement, and intentional leadership development.
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Globe Life Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Work arrangements at Globe Life vary by role — onsite, remote, or hybrid (home Mon/Fri, office Tue–Thu). Every setup is matched to the job and team. Regardless of location, professionalism, collaboration, and accountability are always expected.
