Workforce Management Sr Analyst

Summary:

The Workforce Forecasting Sr Analyst is responsible for understanding how the contact center or customer service tools work and how to leverage tools for both day-to-day and long-term capacity needs.

• Supports the Senior Workforce Planner with short-term forecasting and overall analysis
• Optimize workforce management activities including analysis of inbound and outbound consumer demand
• Building forecasts and establishing staffing requirements
• Optimizing resource allocation, monitoring compliance, and variances to scheduled shifts and other key performance indicators.

Responsibilities:

• 60% Create short-term forecasts to be used for determining scheduling of shifts, breaks, lunches, overtime, or time off.
• 10% Assess agent expectations in handling each type of interaction including creating new performance indicators to monitor volumes and handle times.
• 10% Determine new ways of working/best practices in an omnichannel environment.
• 20% Create new BI reporting to provide insights, leveraging new data sources and combined data sets to drive efficiencies.

Qualifications:

• Proven analytical skills
• Proficiency in Microsoft Excel and ability to analyze data
• Ability to meet tight deadlines with focus on quality, results, and timely delivery
• Ability to work independently, effectively manage several competing priorities at a time, and flexible to changing priorities
• Strong interpersonal skills including excellent written and verbal communication skills
• Fundamental understanding of forecasting models
• Define short-term strategies and address immediate workforce needs using volume forecasts to create interval-level staff plans.
• Work closely with Ops Directors to ensure alignment on capacity and staffing strategies.
• Strategic mindset with focus on business need for short term capacity and staffing strategies
• Must have at least 2 years' experience as a WFM Analyst Scheduler and Real-time role and/or complete the following two exams of the CWPP Certification:
  • Daily Staffing & Service Exam
  • Staffing and Scheduling Exam

Preferred Skills:

Be you. With us. At Securian Financial, we understand that attracting top talent means offering more than just a job - it means providing a rewarding and fulfilling career. As a valued member of our high-performing team, we want you to connect with your work, your relationships and your community. Enjoy our comprehensive range of benefits designed to enhance your professional growth, well-being and work-life balance, including the advantages listed here:

Paid time off:

• We want you to take time off for what matters most to you. Our PTO program provides flexibility for associates to take meaningful time away from work to relax, recharge and spend time doing what's important to them. And Securian Financial rewards associates for their service by providing additional PTO the longer you stay at Securian.
• Leave programs: Securian's flexible leave programs allow time off from work for parental leave, caregiver leave for family members, bereavement and military leave.
• Holidays: Securian provides nine company paid holidays.

Company-funded pension plan and a 401(k) retirement plan: Share in the success of our company. Securian's 401(k) company contribution is tied to our performance up to 10 percent of eligible earnings, with a target of 5 percent. The amount is based on company results compared to goals related to earnings, sales and service.

Health insurance: From the first day of employment, associates and their eligible family members - including spouses, domestic partners and children - are eligible for medical, dental and vision coverage.

Volunteer time: We know the importance of community. Through company-sponsored events, volunteer paid time off, a dollar-for-dollar matching gift program and more, we encourage you to support organizations important to you.

Associate Resource Groups: Build connections, be yourself and develop meaningful relationships at work through associate-led ARGs. Dedicated groups focus on a variety of interests and affinities, including:

• Environmental Health & Sustainability
• Mental Wellness and Disability
• Pride at Securian Financial
• Securian Young Professionals Network
• Securian Multicultural Network
• Securian Women and Allies Network
• Servicemember Associate Resource Group

For more information regarding Securian's benefits, please review our Benefits page.

This information is not intended to explain all the provisions of coverage available under these plans. In all cases, the plan document dictates coverage and provisions.

Securian Financial Group, Inc. does not discriminate based on race, color, religion, national origin, sex, gender, gender identity, sexual orientation, age, marital or familial status, pregnancy, disability, genetic information, political affiliation, veteran status, status in regard to public assistance or any other protected status. If you are a job seeker with a disability and require an accommodation to apply for one of our jobs, please contact us by email at Employment@Securian.com, by telephone 651-655-5522 (voice), or 711 (Relay/TTY).

Securian Financial is a drug-free workplace.

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