Workforce Management Analyst

Bachelor's degree in Business, Statistics, Mathematics, or related field 3+ years of workforce management experience in insurance, financial services, or high-volume contact center environment Advanced proficiency in Excel (Google Sheets) including complex formulas, pivot tables, and data modeling Experience with workforce management software platforms Strong understanding of contact center metrics and their interdependencies Proven ability to forecast accurately in environments with significant volume variability Experience working with Third Party Administrator (TPA) services model preferred Knowledge of Life insurance products and terminology preferred Experience managing workforce planning for multi-client or multi-carrier environments preferred Track record of successfully scaling workforce operations during rapid growth periods preferred SQL or other database query language skills preferred

Monitor real-time adherence to schedules and service level performance. Make immediate adjustments to staffing based on volume fluctuations or absenteeism. Develop and maintain optimal scheduling patterns. Develop and maintain accurate forecasts for inbound call volumes and other requests. Analyze historical data to predict future staffing needs. Create short-term and long-term capacity models. Generate reports on key performance indicators. Analyze variance between forecasted and actual volumes. Present findings and recommendations to leadership. Partner with insurance carrier clients to understand requirements. Work closely with operations leadership to implement staffing strategies. Collaborate with staffing agencies, HR, and recruiting teams. Identify opportunities for efficiency improvements and technology adoption. Develop strategies for front-loaded support models. Evaluate and recommend workforce management tools. Create and maintain documentation for all workforce management processes.