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Workforce Managment Leader

Location: Norwood, Massachusetts, United States

Company: Mercer

Job ID R_049761-en

At Mercer, we make a difference in the lives of more than 110 million people every day by advancing their health, wealth, and careers. We’re in the business of creating more secure and rewarding futures for our clients and their employees — whether we’re designing affordable health plans, assuring income for retirement or aligning workers with workforce needs. Using analysis and insights as catalysts for change, we anticipate and understand the individual impact of business decisions, now and in the future. We see people’s current and future needs through a lens of innovation, and our holistic view, specialized expertise, and deep analytical rigor underpin each and every idea and solution we offer. For more than 70 years, we’ve turned our insights into actions, enabling people around the globe to live, work, and retire well. We embrace a culture that celebrates and promotes the many backgrounds, heritages and perspectives of our colleagues and clients. At Mercer, we say we Make Tomorrow, Today. Visit for more information and follow us on LinkedIn and Twitter @Mercer

Duties and Responsibilities of the Workforce Management (WFM) Leader


  • Motivate and inspire multi-functional teams
  • Leading analytical, data driven, and tactical planning teams
  • Identify future Workforce Management leaders and develop new bench strength
  • Identify and utilize employee strengths, while developing areas of opportunity
  • Develop strong relationships with the WFM teams and internal/external WFM customers
  • Collaborate, gain agreement, and communicate multiple competing priorities
  • Consistently address performance or disciplinary concerns according to company policy


  • Develops the successful structure to drive continuous improvement teams and consistently meets or exceeds call center KPIs, customer service, technology, and professional development
  • Creates strategic recommendations to improve productivity while balancing service levels and costs
  • Continuously improves Workforce Management planning accuracy
  • Manages teams to proactively analyze and implement agent staffing, plans including re-forecasting requirements
  • Manages teams and processes that improve forecasts, capacity plans and schedules are generated in a timely and precise fashion
  • Leads teams of nimble real time plan adjustments to improve margins and service levels
  • Assists in resolving serious customer complaints and escalated issues
  • Facilitates, leads, and participates in daily and weekly meetings among key stakeholders
  • Manages and inspects the planning, design and implementation of a Workforce Management System, including the creation and/or implementation of processes
  • Leads forward thinking planning teams that develop different scenarios and develops contingency plans for unexpected events
  • Configures data gathering systems, designs and develops the means to capture and record data


  • 10+ years of experience with WFM Tools including IEX, CISCO, etc.

  • BA/BS or equivalent Workforce Management &/or Call Center Leadership

  • 12+ years in leadership experience
  • Must have exceptional verbal and written communication skills
  • Broad knowledge of inbound contact center environment
  • Must be able to multi-task in a professional & courteous manner
  • Must enjoy fast pace, challenging and target driven environments
  • Must be able to identify and communicate insightful analytics to all levels of the company
  • Strong technical documentation, problem solving and analytical skills
  • Must be able to work various shifts, overtime and holidays in a 24x7 operating environment
  • Detail oriented in order to adhere to and achieve strict compliance/policy guidelines
  • Must be highly-proficient with most MS Office software: Word, Excel and Access


  • Reporting and analytics experience
  • Operations, quality, training, and financial leadership a plus
  • Process Improvement experience a plus

Willing to consider remote for the right candidate.

Marsh & McLennan Companies offers competitive salaries and comprehensive benefits and programs including: health and welfare, tuition assistance, 401K, employee assistance program, domestic partnership benefits, career mobility, employee network groups, volunteer opportunities, and other programs. For more information about our company, please visit us at:  We embrace a culture that celebrates and promotes the many backgrounds, heritages and perspectives of our colleagues and clients. For more information, please visit us at:

Mercer LLC and its separately incorporated operating entities around the world are part of Marsh & McLennan Companies, a publicly held company (ticker symbol: MMC).

Marsh & McLennan Companies and its Affiliates are EOE Minority/Female/Disability/Vet/Sexual Orientation/Gender Identity employers.

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