Workforce Analyst

The Intraday Analyst is responsible for proactively monitoring and managing contact center intraday performance and progress toward fulfilling client contractual obligations efficiently.  This role is pivotal to ensuring the achievement of organizational goals across multiple clients, campaigns, products, and sites. This role encompasses some real-time monitoring, reviewing metrics, and making expert recommendations for improving staffing, optimization of SLAs, and increasing efficiency. The Intraday Analyst will adjust intraday forecasts, provide critical status reports and communications to key stakeholders, and ensure alignment on SLA priorities and strategy with Operational Partners. 

• Exercise excellent judgement & significant latitude for self-directed actions and decision making that impact contact center operational costs. 

• Make self-directed recommendations on staffing level adjustments using overtime, Voluntary Time Off (VTO), and intelligent call management methods. 

• Ensure appropriate levels of planned non-working shrinkage (e.g., PTO) 

• Analyze and provide feedback on service level performance outcomes. 

• Actively adjust resource allocation in real-time to meet efficiency and service level targets. 

• Identify and address any discrepancies in staffing levels to optimize efficiency. 

• Proactively plan skill and support changes as needed to ensure contact center KPI and SLA targets can be met as efficiently as possible. 

• Ensure a high standard of work, such as timely and accurate analysis of intraday patterns and impact of schedule exceptions. 

• Adjust intraday forecasts by analyzing call volume, Average Handle Time (AHT), and shrinkage patterns. 

• Track and report call volume trends on various time scales, from intraday to monthly. Interpret this information to design solutions for SLA and staffing challenges. 

• Proactively communicate to key stakeholders (all levels of Operations Leadership) about issues and events impacting contact center performance. 

• Work closely with Operational Partners to schedule offline activities, ensuring business and client needs are met. 

• Evaluate and approve requests for Paid Time Off (PTO), VTO, and Overtime (OT). 

• Support continuous improvement efforts and handle additional tasks as needed. 

• Monitor intraday and historical data to inform decisions and plans. 

• Assist with maintaining and engaging workforce management tools to maximize efficiency and ensure SLA sweet spot can be attained. 

• Assist in organizing trainings, meetings, and non-working shrinkage. 

• Communicate status of service levels, progress toward operational goals, and other key metrics. 

• Collaborate with managers, lead analysts, and other team members on various tasks. 

• Assist with updating and maintaining appropriate process documentation. 

At Assurant, we celebrate the differences that make us who we are. By assembling extraordinary teams from a variety of races, religions, sexual orientations, gender identities, ages, experiences, and abilities, we’re able to better reflect the global communities where we live and work. By working to remove barriers, we ensure equity for everyone. The pursuit of inclusion rests with each of us. Because it’s only by listening to and representing the unique voices of every individual that we can innovate for all.

For further information about Assurant, please visit our website: https://www.assurant.com/