Workforce Management Analyst
Core
Partner with managers to forecast support team volumes, schedule resources, and monitor performance to maximize coverage and improve customer experience processes.
Role type
Workforce Management Analyst
Builds
Schedules and resource plans for support channels
Domain
Life insurance / Customer Experience Operations
Deliverable
dashboards & analysis
Required skills
Forecast modeling, resource scheduling, performance monitoring, process improvement, data analysis, Excel/Google Sheets
Preferred skills
Strategic thinking, process design, automation implementation
Responsibilities
Develop forecast models for support volumes based on historical data and trends; Schedule resources across support channels to maximize coverage; Monitor support team performance and schedule adherence; Design and implement processes to drive productivity and automation
Seniority
Mid-level, hands-on IC
