Workforce Management Analyst

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Description

• Ensure the right resources at the right time for exceptional client experiences. • Analyze voice data to improve interactive voice response menu and processes. • Partner with Leadership to support resourcing plans. • Forecasting for contact center; capacity planning; daily and weekly scheduling. • Manage real-time operations; guide management on modifications as needed. • Analyze historical trends and provide resource levels; support ad-hoc data requests. • Design and publish reports, ensuring high customer service standards.

Requirements

• BA/BS degree or equivalent. • 3+ years of Workforce Management preferred. • Knowledge of insurance or financial services industry preferred. • Deep understanding of call center operations, terminology, and industry trends preferred. • Experience with cloud-based artificial analysis and machine learning platforms preferred. • Experience utilizing workforce management software and tools to enhance efficiency and accuracy in scheduling and reporting preferred.

Benefits

• Excellent benefits and wellness programs to support mental, physical, and financial well-being. • Generous vacation and sick time. • Market-leading paid family, parental, and adoption leave. • Partially-paid sabbatical program, medical plans, company paid life and AD&D insurance, disability programs, and more. • Retirement and Stock Purchase programs, including a 401(k) plan with employer-paid match. • Flexible work environment with a friendly, caring, collaborative and inclusive culture. • Great Place to Work® Certified in Canada and the U.S. • Named as a “Top 10” employer by the Boston Globe's “Top Places to Work” two years running.