Workforce Management Strategy & Optimization Senior Consultant

You have a clear vision of where your career can go. And we have the leadership to help you get there. At CNA, we strive to create a culture in which people know they matter and are part of something important, ensuring the abilities of all employees are used to their fullest potential. 

We’re seeking an experienced Workforce Management (WFM) Senior Consultant to lead forecasting, staffing strategy, analytics, and operational performance initiatives across a multi skilled service environment. This role is perfect for someone who excels in data driven decision making, thrives in complex operational ecosystems, and can influence leaders with actionable insights.

You will serve as a strategic partner—improving workforce efficiency, enhancing customer experience outcomes, and enabling operational excellence.

JOB DESCRIPTION:

Essential Duties & Responsibilities

Strategic Workforce Planning

• Build and enhance dashboards and reporting that drive clarity around staffing needs, trends, variances, and performance.
• Translate complex data into clear insights and recommendations for leaders and stakeholders.
• Maintain/Enhance staffing models (Forecasting/Capacity) and resource optimization strategies across multi‑channel, multi‑skill environments.
• Support workforce redesign initiatives including staffing mix optimization, skill‑based routing, and future‑state operating models.

Project & Stakeholder Leadership

• Lead end‑to‑end consulting engagements including scope definition, delivery, and execution.
• Present findings, communicate risks, and provide guidance to leaders at all levels.
• Facilitate discussions across diverse stakeholder groups to align strategies and solve complex problems.

Process & Technology Optimization

• Recommend and implement enhancements related to WFM tools, routing logic, analytics platforms, and workforce processes.
• Identify automation opportunities to streamline forecasting, scheduling, and reporting practices.
• Support the rollout of new systems, ensuring adoption and effective change management.

Education and Experience

• 5+ years of Workforce Management experience in service delivery, insurance operations
• Strong expertise in forecasting, capacity planning, staffing modeling, and WFM technology.
• Exceptional analytical skills with the ability to interpret large data sets and build compelling data stories.
• Proficiency with tools such as Excel, Power BI/Tableau, WFM platforms
• Demonstrated experience leading projects, influencing cross‑functional teams, and delivering measurable outcomes.
• Strong communication skills with the ability to present confidently to senior leaders.
• Bachelor’s degree or equivalent experience.

 

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In certain jurisdictions, CNA is legally required to include a reasonable estimate of the compensation for this role. In District of Columbia,California, Colorado, Connecticut, Illinois, Maryland, Massachusetts, New York and Washington, the national base pay range for this job level is $72,000 to $141,000 annually. Salary determinations are based on various factors, including but not limited to, relevant work experience, skills, certifications and location. CNA offers a comprehensive and competitive benefits package to help our employees – and their family members – achieve their physical, financial, emotional and social wellbeing goals.  For a detailed look at CNA’s benefits, please visit cnabenefits.com.

CNA is committed to providing reasonable accommodations to qualified individuals with disabilities in the recruitment process. To request an accommodation, please contactleaveadministration@cna.com.