Retail Operations Workforce Management Analyst

Job Summary

This position will support and execute scheduling, forecasting, and data analysis related to workforce management. This position will provide support for our internal Operational Contact Centers and Processing, team leadership, and our Third-Party Partners (TPAs) to ensure KPI’s, SLA’s, and critical customer requirements are met within established timeframes and quality measures.

Duties and Responsibilities

• Execute key initiatives identified by the Workforce Management, Manager and other leadership to support the workforce management strategy and vision.
• Support the establishment of a scalable and sustainable infrastructure for capacity planning, forecasting, and scheduling to ensure we have the right representatives, in the right place, at the right time.
• Support the development and ongoing maintenance of staffing models with data from call center and processing teams.
• Collaborate with various departments to understand business needs and adjust staffing plans accordingly.
• Reviews trends for phone volumes, staffing levels, and customer satisfaction.
• Support adherence to KPIs, SLAs and metrics-based workforce planning; gather and analyze workforce data to identify trends and make data-driven decisions to improve operational efficiency.
• Gather and prepare data to support development and maintenance of representative, supervisor, and manager reporting/dashboards designed to support performance management.
• Support the development and maintenance of standard operating procedures/best practices for processing and call center teams to leverage for scheduling and intraday operations management.
• Support and advise the processing and call center teams efforts to continuously monitor and adjust staffing levels to meet service level agreements and achieve key performance indicators.
• Ensure compliance with company policies, procedures, and regulatory requirements related to workforce management.
• Foster a positive and inclusive work environment that promotes teamwork, collaboration, and professional growth.

Experience and Education Requirements

• Bachelor’s Degree in Applied Mathematics or Statistics, Data Analytics or Data Science, Business Analytics, Computer Science, or a similar field. Relevant experience may be substituted in lieu of degree.
• Minimum of 3 years of experience in workforce management planning that includes scheduling, forecasting, and capacity planning within a contact, claims, or processing center environment.
• Preferred:
• Experience providing oversight and guidance to 3rd party suppliers
• 1+ years of process documentation experience
• Experience working in the insurance industry, specifically in Life and Annuities

Knowledge, Skills & Abilities

• Must be highly curious
• Demonstrated knowledge and application of data analysis tools, telecommunications tools, and contact center routing systems
• Experience designing and implementing data queries using tools such as SQL or other programs
• Excellent organizational, multi-tasking, and prioritization skills
• Strong presentation and communication skills, both written and verbal, as you will be in communication with operational leaders and executives
• Strong desire to learn and solve problems
• Ability to gather, analyze, and connect data from multiple sources
• Ability to work independently and in teams
• Flexibility to adjust to new work structures, processes, requirements, and/or cultures
• Challenges current processes and suggests new techniques, methods, and practices to improve effectiveness and efficiencies
• Builds and maintains strong, credible relationships across the business while maintaining independence
• Strong analytical (quantitative and qualitative), troubleshooting, problem resolution, and user support skills

Other Requirements

• Perform other functions, duties and projects, as assigned
• Regular and punctual attendance
• Some travel may be required (less than 10%)

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