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Retail Operations Workforce Management Analyst

Posted about 1 month agoViewed

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💎 Seniority level: Middle, Minimum of 3 years

🔍 Industry: Insurance

🏢 Company: Fidelity & Guaranty Life Insurance Company

🗣️ Languages: English

⏳ Experience: Minimum of 3 years

Requirements:
  • Bachelor’s Degree in Applied Mathematics, Statistics, Data Analytics, Business Analytics, Computer Science, or similar (experience may substitute for degree).
  • Minimum of 3 years of experience in workforce management planning including scheduling and forecasting.
  • Preferred experience with 3rd party suppliers and process documentation.
  • Experience in the insurance industry, specifically in Life and Annuities.
Responsibilities:
  • Execute key initiatives supporting the workforce management strategy.
  • Establish scalable infrastructure for capacity planning, forecasting, and scheduling.
  • Develop and maintain staffing models using call center data.
  • Review trends for phone volumes, staffing, and customer satisfaction.
  • Ensure adherence to KPIs, SLAs, and metrics-based planning.
  • Gather data for reporting on performance management.
  • Develop and maintain standard operating procedures for teams.
  • Monitor and adjust staffing levels to meet service agreements.
  • Ensure compliance with policies and regulatory requirements.
  • Promote a positive and inclusive work environment.
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