Workforce Management (WFM) Strategy Planner

The Workforce Management (WFM) Strategy Planner will play a critical role in developing and executing forward-looking workforce strategies to ensure optimal staffing, resource planning, and operational efficiency. This role requires a mix of analytical expertise, business acumen, and collaborative planning to support service delivery, improve performance outcomes, and align capacity with demand across business functions.

You will partner closely with business leaders, operational managers, and enterprise planning teams to analyze trends, forecast resource needs, assess risks, and guide decisions that drive service-level excellence and cost-effective workforce execution.

Key Responsibilities

• Develop and maintain short and long-term capacity models to support business goals and workforce transformation initiatives.
• Run and present multi-scenario models to account for volume variability, service-level targets, hiring pipelines, and transformation impacts.
• Identify capacity and service-level risks stemming from operational constraints, demand planning misalignments, or workforce attrition. Recommend strategic mitigations.
• Translate data into actionable insights through presentations, executive-ready dashboards, and planning summaries.
• Act as a thought partner to operations and HR leaders to align workforce strategies with enterprise transformation goals.
• Support initiatives involving work migration, automation, hiring ramp-ups, training pipelines, and other cross-functional WFM efforts.
• Monitor and support adherence to SLA targets by identifying gaps and proposing resourcing or prioritization strategies.

Qualifications

• 3+ years of experience in Workforce Management, Strategy, Capacity Planning, or similar roles.
• Strong analytical skills, including scenario modeling, forecasting, and risk assessment.
• Proficiency in Excel, PowerPoint, and WFM tools (e.g., Aspect, Verint, NICE IEX, or others).
• Ability to influence and collaborate with cross-functional stakeholders.
• Excellent communication skills with ability to translate complex concepts for varied audiences.

Preferred Attributes:

• Experience in Financial Services or Insurance environments.
• Familiarity with back-office and contact center dynamics.
• High attention to detail with a strategic mindset.
• Agile, proactive, and solutions-oriented approach.

Salary Range:

$67,450.00 - $110,815.00

The salary range reflected above is a good faith estimate of base pay for the primary location of the position. The salary for this position ultimately will be determined based on the education, experience, knowledge, and abilities of the successful candidate. In addition to salary, this role may also be eligible for annual, sales, or other incentive compensation.

Our Promise

At Guardian, you’ll have the support and flexibility to achieve your professional and personal goals. Through skill-building, leadership development and philanthropic opportunities, we provide opportunities to build communities and grow your career, surrounded by diverse colleagues with high ethical standards.

Inspire Well-Being

As part of Guardian’s Purpose – to inspire well-being – we are committed to offering contemporary, supportive, flexible, and inclusive benefits and resources to our colleagues. Explore our company benefits at www.guardianlife.com/careers/corporate/benefits. Benefits apply to full-time eligible employees. Interns are not eligible for most Company benefits.

Equal Employment Opportunity

Guardian is an equal opportunity employer. All qualified applicants will be considered for employment without regard to age, race, color, creed, religion, sex, affectional or sexual orientation, national origin, ancestry, marital status, disability, military or veteran status, or any other classification protected by applicable law.

Accommodations

Guardian is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. Guardian also provides reasonable accommodations to qualified job applicants (and employees) to accommodate the individual's known limitations related to pregnancy, childbirth, or related medical conditions, unless doing so would create an undue hardship. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact applicant_accommodation@glic.com.

Current Guardian Colleagues:

Please apply through the internal Jobs Hub in Workday.