Workforce Management Analyst

Overview

If you're looking for the stability of a profitable, growing company with the entrepreneurial spirit of a startup, we’re hiring. Sage Sure, a leader in catastrophe-exposed property insurance, is seeking a Workforce Management Analyst.

• Analyzing large, complex datasets to extract meaningful insights and translate them into compelling, actionable recommendations
• Maintain deep subject matter expertise of the Sage Sure WFM applications, Standard Operating Procedures, and supporting tools and demonstrate that understanding through insights and recommendations.
• Act as a team stakeholder by proactively sharing ideas, providing analysis, and supporting data-driven decision-making.
• Independently concisely present data and findings to leadership both written and verbal.
• Accurately forecast for multiple lines of business daily-yearly while maintaining a targeted variance
• Understands complex business processes/technologies and question current workflow processes, making recommendations to enhance the business.
• Provide recommendations to Leadership to address obstacles that stand in the way of meeting objectives, which can include, but not limited to call center service levels, occupancy, and shrinkage goals.
• Prepare ad hoc analysis to identify trends and actionable insights. Present analysis and recommendations to operations leadership with the ability to “tell the story”.
• Drive process improvement projects or re-engineering by documenting and analyzing forecasting methodologies and processes, working with operations, strategy leaders, and WFM partners to identify gaps, plan remediation and define priorities and value.
• Facilitate monthly/weekly business reviews for owned models.
• Interacts with and presents statistical information to different levels of management in various functional areas.
• Able to prioritize, meet critical deadlines, and manage expectations.
• Additional tasks as needed.

• 2 or more years of business analyst, data analysis or similar role experience.
• Strong understanding of contact center operations and best practices.
• Data-driven, detail-oriented, and committed to using facts to achieve optimal outcome.
• Strong Knowledge of Microsoft Excel.
• Area of Study Mathematics, Statistics or Business.
• Experience providing ongoing performance management by tracking key performance indicators.
• Strong understanding of contact center operations and best practices.
• Exposure to WFM, Capacity Planning, and forecasting in a Contact Center, is highly preferred.
• Experience with workforce management (WFM) software and scheduling principles is a plus.
• Excellent analytical and problem-solving skills with a data-driven approach.
• Inquisitive with the ability to identify issues in data & analysis and quickly resolve them using subject matter expertise.
• Flexible and able to work at any time, including nights, weekends, and holidays. The base schedule is Monday-Friday.
• Available for occasional travel.

Seniority level:
Entry level

Employment type:

Full-time

Job function:
Project Management and Information Technology

Industry: Insurance

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