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Workforce Management Analyst
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Job Description
- Req#: sC9XYUKCasPd
Employer Industry: Life Insurance Technology Platform
Why consider this job opportunity:
- Competitive salary and equity based on role
- Flexible work-from-home policy with options for remote or hybrid work
- Comprehensive benefits including 100% paid medical, dental, and vision insurance
- Lifestyle stipend to support physical, emotional, and financial well-being
- Opportunities for professional growth within a rapidly evolving industry
- Recognition as a Great Place to Work and Best Place for Working Parents
What to Expect (Job Responsibilities):
- Monitor real-time adherence to schedules and manage service level performance across all queues
- Develop and maintain accurate forecasts for inbound call volumes and staffing needs
- Generate performance reports on key metrics and present insights to leadership
- Collaborate with insurance carrier clients and internal teams to align staffing strategies
- Identify and implement process improvements to enhance workforce management efficiency
What is Required (Qualifications):
- Bachelor's degree in Business, Statistics, Mathematics, or a related field
- Minimum of 3 years of workforce management experience in insurance, financial services, or a high-volume contact center
- Advanced proficiency in Excel (Google Sheets), including complex formulas and data modeling
- Experience with workforce management software platforms
- Strong understanding of contact center metrics and forecasting accuracy
How to Stand Out (Preferred Qualifications):
- Experience working with Third Party Administrator (TPA) services
- Knowledge of life insurance products and terminology
- Proven ability to scale workforce operations during rapid growth periods
- SQL or other database query language skills
- Experience managing workforce planning for multi-client or multi-carrier environments
#LifeInsurance #WorkforceManagement #RemoteWork #CareerGrowth #EmployeeBenefits
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