Workforce Management Analyst

November 12

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Sun Life

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10,000+

Description

• This role must have demonstrated proficiency and proven competencies in workforce management functions including forecasting, capacity planning, scheduling, real-time management, and reporting to ensure resources meet service goals. • Analyzing voice data and making recommendations to improve interactive voice response menus and processes. • Partnering with Leadership team to understand needs and support resourcing plans to successfully meet service levels and optimize performance. • Forecasting for Contact Center and Telephonic Intake utilizing historic data, seasonality, hiring, and projected client volumes/behaviors. • Capacity planning to ensure appropriate resources to meet required internal goals as well as carrier partner service level agreements. • Real-time management, including guidance to management or appropriate others when modification of employee work assignments are needed to support call volumes along with routing calls by client profiles. • Analyzing historical trends, factoring in strategic initiatives, and providing required resource levels to the business areas. • Supporting ad hoc data and analysis requests, designing, preparing, and publishing reports as necessary.

Requirements

• BA/BS degree or equivalent • 3+ years of Workforce Management preferred • Knowledge of the 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 • 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