Senior Workforce Analyst

Senior Workforce Analyst

Join to apply for the Senior Workforce Analyst role at Group 1001
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Group 1001 is a consumer‑centric, technology‑driven family of insurance companies on a mission to deliver outstanding value and operational performance by combining financial strength and stability with deep insurance expertise and a can‑do culture. Their culture emphasizes collaboration, communication, core business focus, risk management and striving for outcomes, extending to the way they hire and onboard their most valuable assets – their employees.

Why

This Role Matters

• Responsible for forecasting call volume and resource requirements necessary to meet objectives, including development of mid‑range capacity and workload requirements, day‑of‑week and intra‑day call volume forecasts.

How You’ll Contribute Forecasting & Planning

• Accurately predict call volumes, staffing needs, and resource requirements to ensure optimal coverage and service levels.
• Prepare and maintain call volume forecasts and modify them as required to account for current trends.
• For processing teams, conduct time‑motion studies, processing mapping when required, and leverage historical demand drivers by business unit to predict staffing needs.

Capacity Planning

• Develop long‑term staffing and resource allocation models based on call volume forecasts & KPIs.
• Update staffing models and demand drivers quarterly and review with business partners.
• Identify staffing needs and collaborate on hiring plans.

Staffing & Scheduling

• Identify and communicate staffing needs (daily/near‑term) based on business demands and trends factoring in planned and unplanned shrinkage.
• Adjust and manage work schedules to ensure adequate coverage and optimize resource allocation.
• Assign appropriate skills in workforce management tool and routing profiles to support the needs of the business.
• Develop time‑off allocations and efficient schedules aligned with predicted demand, agent availability, skill sets, and peak times.
• Maintain call driver reasons and impacts. Monitor and propose effective shift patterns.

Real‑time Monitoring & Adherence

• Continuously monitor intra‑day service levels, agent performance, adherence to schedules, and real‑time call volumes to identify deviations and make adjustments as needed.

Performance Monitoring & Analysis

• Provide real‑time reporting, monitoring, and performance to SLA during intervals within the day.
• Analyze historical data, identify trends, and generate reports to track performance and inform future planning.
• Identify areas for improvement and optimize workforce processes.

Intraday Management

• Take proactive measures to address unexpected events such as high call volumes or agent absences to maintain service levels.

Reporting

• Produce and deliver necessary reports to inform leadership and develop action plans.
• Monitor and report attendance and adherence/productivity.

System Outage Tracking

• Troubleshoot & report on outages.
• Identify and alert management of widespread issues or outages.
• Participate in BCP efforts, including closing phone lines.

Collaboration

• Work closely with call‑center leadership, operations teams, and other stakeholders to ensure alignment with WFM implementation.
• Work with business partners as required.
• Update and maintain Workforce Management tool; participate in User Groups to enhance knowledge.

Process Improvement

• Identify opportunities to streamline WFO processes, improve efficiency, and enhance agent productivity.
• Analyze WFM data to identify areas where costs can be reduced without compromising service levels.

What We’re Looking For

• Bachelor’s Degree or 3‑7 years of equivalent industry experience required.
• Previous experience in a call‑center environment required.
• Previous workforce management or forecasting experience required.
• Previous workforce management tool experience to manage forecasting, scheduling, and performance monitoring required.
• Advanced technical proficiency in Microsoft Excel required.
• Workforce management certifications preferred but not required.
• Strong analytical and problem‑solving skills with the ability to translate large data sets into actionable insights.

Benefits Highlights

Employees who meet benefit eligibility…