Why MSI? We thrive on solving challenges.
As a leading MGA, MSI combines deep underwriting expertise with insurer and reinsurer risk capacity to create specialized insurance solutions that empower distribution partners to meet customers’ unique needs.
We have a passion for crafting solutions for the important risks facing individuals and businesses. We offer an expanding suite of products – from fully-digital embedded renters coverage to high-value homeowners insurance to sophisticated commercial coverages, such as cyber liability and habitational property – delivered through agents, brokers, wholesalers and other brand partners.
Our partners and customers count on us to deliver exceptional service through a dedicated team that makes rapid resolutions a priority. We simplify the insurance experience through our advanced technology platform that supports every phase of the policy lifecycle.
Bring on your challenges and let us show you how we build insurance better.
We’re looking for a Workforce Manager to help make sure we have the right people in the right place at the right time. In this role, you’ll forecast staffing needs, build and manage schedules, and adjust staffing levels in real time to keep things running smoothly. You’ll work closely with teams across the business to support goals, improve efficiency.
Key Responsibilities:
- Develop and manage short- and long-term workforce forecasts using historical data and business projections.
- Create, maintain, and optimize staff schedules to meet service and productivity goals.
- Monitor real-time performance metrics and make staffing adjustments as needed.
- Analyze workforce data (adherence, shrinkage, occupancy) and generate actionable reports.
- Collaborate with operations, HR, and recruitment to align staffing plans with business objectives.
- Lead initiatives to improve forecasting accuracy, schedule adherence, and employee utilization.
- Administer and optimize workforce management tools (e.g., NICE, Verint, Kronos).
- Ensure compliance with labor laws, union rules (if applicable), and internal policies.
- Support business continuity planning with effective resource management strategies.
- Coach and develop a team of workforce analysts or coordinators (if applicable).
Qualifications:
- 3–5 years of experience in workforce planning or operations management, preferably in a contact center, retail, or service-driven environment.
- Proficiency with WFM tools (e.g., NICE IEX, Verint, Kronos).
- Strong analytical and problem-solving skills; advanced Excel or data visualization experience a plus.
- Excellent communication and interpersonal skills.
- Ability to work in a fast-paced, dynamic environment and manage multiple priorities.
Preferred Skills:
- Experience managing remote or hybrid teams.
- Knowledge of labor laws and scheduling compliance.
- Familiarity with AI-based or predictive scheduling tools.
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The Baldwin Group will not accept unsolicited resumes from any source other than directly from a candidate who applies on our career site. Any unsolicited resumes sent to The Baldwin Group, including unsolicited resumes sent via any source from an Agency, will not be considered and are not subject to any fees for any placement resulting from the receipt of an unsolicited resume.
Top Skills
What We Do
BRP is now The Baldwin Group! We’ve updated our name to reflect our unified group of talented teams across the country.
The Baldwin Group is a cohesive group of experts in business insurance, employee benefits, retirement planning, and all areas of private and personal insurance. Since our founding in 2011, we’ve evolved from a local business into a national firm with a vast network of specializations and industry practices for the benefit of our more than two million clients across the country.
In addition, we have built excellent relationships with a wide range of insurance company partners. These relationships, coupled with our entrepreneurial and family-oriented culture, and deep expertise enable us to seamlessly deliver a breadth of innovative solutions to clients.
At The Baldwin Group, we help provide the solutions our clients need to have confidence and gain peace of mind as they pursue what’s possible for themselves, their families, and their businesses. Whether they are renting their first apartment or buying a larger home, opening a small business or taking their company public, we offer solutions to support them on every step of their journey. This has been our story since the beginning—we provide the indispensable expertise and quality insights that give our clients peace of mind to pursue their purpose, passion, and dreams. And that’s what The Baldwin Group will continue to do for years to come: we Protect the Possible℠.
