Retail Operations Workforce Management Analyst
Yesterday
Description
• Support and execute scheduling, forecasting, and data analysis related to workforce management. • Provide support for internal Operational Contact Centers and Processing, team leadership, and TPAs. • Execute key initiatives identified by Workforce Management manager and other leadership. • Collaborate with various departments to understand business needs and adjust staffing plans. • Review trends for phone volumes, staffing levels, and customer satisfaction. • Support adherence to KPIs, SLAs and metrics-based workforce planning. • Gather and prepare data to support development of reporting/dashboards. • Ensure compliance with company policies and regulatory requirements related to workforce management.
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
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