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Group 1001 · 17 hours ago

Senior Workforce Analyst

Zionsville, Indiana

Full-time

Hybrid

Mid, Senior Level

3+ years exp

Group 1001 is a consumer-centric, technology-driven family of insurance companies focused on delivering outstanding value and operational performance. The Senior Workforce Analyst will be responsible for forecasting call volumes, resource requirements, and maintaining staffing models to ensure optimal coverage and service levels in a call center environment.

FinanceFinancial ServicesInsurance

Responsibilities

Responsible for forecasting call volume and resource requirements necessary to meet objectives, including development of the following: mid-range capacity and workload requirements, day of week and intra-day call volume forecasts

For contact centers, accurately predict call volumes, staffing needs, and resource requirements to ensure optimal coverage and service levels

Prepare and maintain call volume forecasts modifying as required to account for current trends

For processing teams, conduct time motion studies, processing mapping when required, leverage historical demand drivers by business unit to accurately predict staffing needs to ensure optimal coverage and service levels

Develop long term staffing and resource allocation models based on call volume forecasts & KPIs to meet future demands and ensure scalability

Update staffing models and demand drivers on a quarterly basis and review with business partners

Identify staffing needs and collaborate on hiring plans

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 mgmt. tool and routing profiles to support the needs of the business

Develop time off allocations

Develop and implement efficient schedules that align with predicted demand, considering agent availability, skill sets, and peak times

Maintain call driver reasons and impacts

Monitor and propose effective shift patterns to meet changing business requirements

Continuously monitor intra-day service levels, agent performance, adherence to schedules, and real-time call volumes to identify deviations and make adjustments as needed to support SLAs

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, identify areas for improvement, and inform future planning

Analyze data to identify areas for improvement and optimize workforce processes

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

Produce and deliver necessary reports to inform leadership and develop action plans

Monitor and report attendance and adherence/productivity

Troubleshooting & reporting

Identifying and alerting management of widespread issues or outages

May participate in BCP efforts including the closing of the phone lines

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

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

Qualification

ForecastingWorkforce ManagementData AnalysisMicrosoft ExcelCall Center ExperienceProcess ImprovementProblem-SolvingCollaboration

Required

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 used to manage forecasting, scheduling, and performance monitoring required

Advanced technical proficiency in Microsoft Excel required

Strong analytical and problem-solving skills with the ability to translate large data sets into actionable insights

Preferred

Work force management certifications preferred but not required

Benefits

Comprehensive health, dental, and vision insurance plan options

Basic and Supplemental Life Insurance

Short and Long-Term Disability

Employee Assistance Program

Wellness programs

401K plan, with matching contributions by the Company

Company

Group 1001

Group 1001 is a collective that empowers companies to create positive growth. Our insurance and annuities are easy to understand and accessible to all.

Founded in 2013

Zionsville, Indiana, USA

1001-5000 employees