Workforce Analyst

Responsible for understanding incoming volumes and influencing events that impact the daily fluctuations and staffing levels to meet customer demand.

• Monitor contact center call volume, chat, and back-office service time trends, and redirect all contact center staff allocations as needed to ensure service level objectives are met.

• Work closely with workforce management leadership and contact center management to analyze forecasts and daily traffic, align staff, and adjust schedules as needed to ensure optimal staffing levels are achieved.

• Oversee daily schedule conflicts, adherence issues, and occupancy concerns.

• Assist contact center management with resolving associate real-time adherence issues in a team environment, the identification of associate adherence trends over time, and provide schedule recommendations where appropriate to mitigate ongoing adherence issues.

• Collaborate with contact center associates and contact center management on time-off schedules and shift reassignments, Review, approve, or deny requests for time-off based on forecasted or actual call volume and staffing levels.

• Monitor workforce management absence notification mailbox and email inbox for various requests; resolve and respond to associates, contact center management, or business partners to address inquires in a timely manner

• Collaborate with workforce management and other business partner requests to analyze schedules and enter exception requests for pre-planned activities such as training and contact center wide meetings and maintain workforce management software to reflect offline meetings.

• Participate in design, development, testing, training, and communication of various workforce management systems initiatives. Provide input into workforce management processes, procedures, and best practices. In collaboration with workforce management, identify and implement workforce management process improvement opportunities.

• Responsible for preparing for and leading daily huddle with contact center management to set expectations for the day based on forecasts, over/under, and mitigation strategies where variances exist.

* This position can also be filled as a Senior Workforce Analyst depending on experience*

The pay range for this position, filled in Freeport, IL, is $52,100.00-$75,100.00.

• Bachelors Degree or equivalent work experience

• 2+ years of related work experience

• Experience working in a contact center or operations environment preferred

• Experience working in a scheduling, real-time analyst or other workforce management capacity in a contact center, care, or operations environment preferred

• General knowledge of contact center or workforce management software, systems, and processes with hands‑on user knowledge strongly desired

• Strong organizational and time-management skills

• Detail‑oriented with proven research, analytical, and problem-solving skills; solutions-oriented with the ability to assess a situation and make sound decisions with minimal oversight; ability to analyze data, identify trends, and effectively communicate findings with management

• Strong written and verbal communication skills

• Ability to work a flexible schedule based on the operational demands of a 24/7/365 call center environment (days, nights, weekends, holidays)

• Ability to travel on a limited basis to office locations and/or conferences, events, etc.

At Sentry, your total rewards go beyond competitive compensation. Below are some benefits and perks that you'll receive.

• Sentry is happy to offer flexibility through a scheduled Hybrid work model. Monday and Friday work from home if you choose to, Tuesday through Thursday in office.

  • As a Sentry associate, you will have an in‑office workspace and materials for your home office. In addition to the laptop, you will receive prior to your start, Sentry will provide equipment for your home office.

• Meal Subsidy available for associates who report to an office

• 401(K) plan with a dollar‑for‑dollar match on your first eight percent, plus immediate vesting to help strengthen your financial future.

• Continue your education and career development through Sentry University (SentryU) and utilize our Tuition Reimbursement program

• Generous Paid‑Time Off plan for you to enjoy time out of the office as well as Volunteer‑Time off

• Group Medical, Dental, Vision, Life insurance, Parental leave, and our Health and Wellness benefits to encourage a healthy lifestyle.

• Well‑being and Employee Assistance programs

• Sentry Foundation gift matching program to encourage charitable giving.

Sentry is an Equal Opportunity Employer. It is our policy that there be no discrimination in employment based on race, color, national origin, religion, sex, disability, age, marital status, or sexual orientation.