Analyst, Workforce Management
Grow TherapySalary not specified
Not SpecifiedCompensation
Senior (5 to 8 years)Experience Level
Full TimeJob Type
UnknownVisa
Insurance, Contact CenterIndustries
Requirements
- Highest level of WFM (Workforce Management) analysis and expertise
- Ability to analyze intraday and historical performance across enterprise (multi-site, including Assurant and Vendor Partners)
- Skill in monitoring and analyzing enterprise SLAs and staffing levels to make recommendations
- Experience partnering with vendor managers to communicate and escalate staffing issues
- Capability to accurately analyze and communicate issues related to BCP events, major systems outages, or unexpected events
- Proficiency in troubleshooting, providing summary analysis, and emergency communications for systems issues impacting SLAs
- Ability to proactively identify, coordinate, and communicate overtime, VTO recommendations, and contingency plans
- Expertise in explaining real-time data vs. forecast, analyzing trends, and identifying enterprise-level actions
- Competence in completing complex ad hoc analysis of systems issues, BCP events, and daily enterprise performance
- Skill in recommending and adjusting staffing levels through overtime, VTO, skilling, and support adjustments
- Ability to identify call volume trends (intraday, weekly, monthly) and recommend strategies to meet KPIs
- Proficiency in proactively adjusting (reforecasting) enterprise-level intraday forecasts and communicating changes
- Experience assisting and communicating with Intraday & Scheduling analysts on site-level actions related to enterprise staffing
- Ability to manage and produce reports for Service Levels, Operational goals, Service Level Impacting Systems Issues, and Operational metrics (e.g., OT and VTO reports)
Responsibilities
- Serve as main point of contact through various communication forms to maximize service level success across the enterprise (multi-site including Assurant and Vendor Partners)
- Analyze intraday and historical performance to respond/plan appropriately across the enterprise
- Monitor and analyze enterprise SLAs and staffing levels, make recommendations to meet client contractual goals
- Partner with vendor managers to communicate and escalate vendor staffing issues/concerns
- Analyze and communicate issues related to BCP events, major systems outages, or unexpected events, coordinate staffing adjustments, and protect service levels
- Coordinate and communicate with vendor partners for special staffing adjustments and escalate critical concerns to stakeholders
- Participate in troubleshooting and provide summary analysis and emergency communications for major systems issues impacting SLAs
- Proactively identify, coordinate, and communicate enterprise overtime and VTO recommendations, including contingency plans
- Explain real-time data vs. forecast, show trend impacts, identify and coordinate enterprise actions, engage stakeholders, and escalate high-impact issues
- Complete complex ad hoc analysis of systems issues, BCP events, and daily enterprise performance, providing recommendations (analyzing and solving complex, non-routine issues)
- Recommend and adjust staffing levels through overtime, VTO, and/or skilling
- Provide oversight and recommendations for skilling/support adjustments for out-of-pattern days, post-holidays, outages, etc
- Identify call volume trends and averages (intraday, weekly, monthly), proactively recommend and implement strategies to meet KPIs
- Proactively adjust (reforecast) enterprise-level intraday forecasts based on trends, coordinate responses for SLAs, and communicate strategy/staffing changes
- Assist/communicate with Intraday & Scheduling analysts on site-level analysis and recommendations related to enterprise staffing
- Manage and produce reports for Service Levels, Operational goals, Service Level Impacting Systems Issues, and Operational metrics (e.g., OT and VTO reports)
- Communicate high-level critical information to key stakeholders at all levels, including VPs and above
- Coordinate actions across Assurant and Vendor Partner sites to ensure SLAs are met
- Communicate enterprise hub for SLA-impacting systems issues and BCP events
Skills
Key technologies and capabilities for this role
Questions & Answers
Common questions about this position
What is the employment type for this Sr. Workforce Analyst position?
The position is full-time.
Is this Sr. Workforce Analyst role remote or office-based?
This information is not specified in the job description.
What skills are required for the Sr. Workforce Analyst role?
The role requires the highest level of WFM analysis and expertise, ability to analyze intraday and historical performance, monitor SLAs and staffing levels, and perform complex ad hoc analysis of systems issues and BCP events.
What does the team structure look like for this position?
The role involves coordinating across enterprise hub for multi-site operations including Assurant and Vendor Partner sites, partnering with vendor managers, and communicating with key stakeholders at all levels including VPs and above.
What makes a strong candidate for the Sr. Workforce Analyst position?
Strong candidates have the highest level of WFM analysis expertise to handle complex, non-routine issues across enterprise multi-site operations, including intraday forecasting, SLA monitoring, BCP events, and stakeholder communication.
Assurant
Provides risk management and insurance solutions
About Assurant
Assurant provides risk management solutions that focus on protecting major consumer purchases, particularly in mobile devices, electronics, and smart technology. The company offers insurance products and extended service contracts that help consumers safeguard their investments in high-value items. When a product is damaged or malfunctions, Assurant also provides repair services to restore it efficiently. This approach helps clients minimize financial losses from unexpected events. Assurant generates revenue through the sale of insurance policies, service contracts, and repair services. Unlike many competitors, Assurant emphasizes diversity, equity, and inclusion within its corporate culture, which enhances its ability to serve a diverse customer base. The company's goal is to support consumers and businesses in maintaining their day-to-day operations while protecting their investments.
New York City, New YorkHeadquarters
1892Year Founded
IPOCompany Stage
Financial Services, Consumer GoodsIndustries
10,001+Employees
Benefits
Health Insurance
Hybrid Work Options
Professional Development Budget
Risks
Integration challenges from acquiring iSmash may affect operational efficiency.
Regulatory scrutiny from acquiring American Lease Insurance could pose compliance challenges.
Cultural clashes from acquiring American Financial & Automotive Services may impact operations.
Differentiation
Assurant specializes in risk management for mobile devices and electronics globally.
The company offers insurance, service contracts, and repair services for high-value items.
Assurant's DEI commitment fosters innovation and enhances customer understanding.
Upsides
Increased demand for mobile device insurance due to remote work trends.
5G expansion drives demand for new devices and related insurance products.
Acquisition of iSmash enhances Assurant's tech repair service capabilities.
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