Workforce Management Analyst

ABOUT BESTOW

Life insurance is one of the world's most important products. It's also one of the hardest to build, distribute, and modernize. Bestow exists to change that.

Bestow is a leading vertical technology platform serving some of the largest and most innovative life insurers. Our platform unifies the fragmented, legacy value chain, enabling carriers to launch products in weeks instead of years. Carriers choose us to scale and operate at unprecedented speed, powered by AI and automation.

Bestow isn't selling policies. We're building the infrastructure that helps an entire industry move faster, reach more people, and deliver on its promise.

Backed by leading investors (Goldman Sachs, Hedosophia, NEA, Valar, 8VC) and trusted by major carriers, Bestow is powered by a team that moves with precision, purpose, and heart. If you want to help reimagine a centuries-old industry with lasting impact, join us.

Bestow offers flexible remote / hybrid work, meaningful benefits, equity, and substantial growth opportunities.

Bestow participates in the E-Verify Program .

ABOUT THE TEAM

Bestow's Insurance Operations team, comprised of the Customer Experience (CX), Customer Experience Operations (CXO), and New Business & Underwriting Support (CM) teams, is dedicated to providing outstanding customer experiences through our omni-channel platform. Our CX team is dedicated to providing exceptional customer service and support for life insurance policy administration. You'll play a critical role in overseeing our contact center, ensuring its operating efficiently and exceeding customer and partner expectations.

We are seeking a detail-oriented Workforce Management Analyst to join our insurance operations team. This role is critical in optimizing staffing levels, forecasting call volumes, and ensuring exceptional service delivery across our customer support channels. The ideal candidate will have strong analytical skills and experience managing workforce planning in a high-volume insurance or financial services environment.

This role reports directly to the VP of TPA Services, and is open to hybrid in our Dallas office or Remote (US). #LIREMOTE.

WHAT YOULL DO

Real-Time Management and Scheduling (70% of role).

Monitor real-time adherence to schedules and service level performance across all queues.

Make immediate adjustments to staffing deployment based on unexpected volume fluctuations or absenteeism.

Coordinate with operations managers to implement intraday changes while maintaining service level agreements.

Develop and maintain optimal scheduling patterns that balance employee preferences with business needs.

Forecasting and Capacity Planning.

Develop and maintain accurate forecasts for inbound call volumes, application processing, and technical assistance requests across multiple insurance carriers.

Analyze historical data patterns including disposition volumes, policy inforce trends, and seasonal variations to predict future staffing needs.

Create both short-term and long-term capacity models that account for business growth, new product launches, and carrier-specific requirements.

Performance Analysis and Reporting.

Generate daily, weekly, and monthly reports on key performance indicators including service levels, average handle time, occupancy rates, and forecast accuracy.

Analyze variance between forecasted and actual volumes to continuously improve prediction models.

Present findings and recommendations to leadership regarding staffing differentials and capacity optimization opportunities.

Track and report on contractor versus core staff utilization and performance metrics.

Stakeholder Collaboration.

Partner with insurance carrier clients to understand their specific requirements and ensure forecast alignment with their business projections.

Work closely with operations leadership to implement staffing strategies that support both current needs and scaling initiatives.

Collaborate with staffing agencies, HR, and recruiting teams to ensure hiring pipelines align with projected growth.

Participate in contract negotiations by providing data-driven insights on capacity reservation models and commitment bands.

Process Improvement.

Identify opportunities to implement sub-linear support scaling through efficiency improvements and technology adoption.

Develop strategies for front-loaded support models that reduce long-term staffing requirements.

Evaluate and recommend workforce management tools and technologies to enhance forecasting accuracy and scheduling efficiency.

Create and maintain documentation for all workforce management processes and procedures.

WHO YOU ARE

Bachelor's degree in Business, Statistics, Mathematics, or related field

3+ years of workforce management experience in insurance, financial services, or high-volume contact center environment

Advanced proficiency in Excel (Google Sheets) including complex formulas, pivot tables, and data modeling

Experience with workforce management software platforms

Strong understanding of contact center metrics and their interdependencies

Proven ability to forecast accurately in environments with significant volume variability

Experience working with Third Party Administrator (TPA) services model preferred but not required

Knowledge of Life insurance products and terminology preferred but not required

Experience managing workforce planning for multi-client or multi-carrier environments preferred but not required

Track record of successfully scaling workforce operations during rapid growth periods preferred but not required

SQL or other database query language skills preferred but not required

TOTAL REWARDS

At Bestow, were proud to be awarded for our team members, innovative products, and culture. Our standard benefits include :

Competitive salary and equity based on role

Policies and managers that support work / life balance, like our flexible paid time off and parental leave programs

100% paid-premium option for medical, dental, and vision insurance

Lifestyle stipend to support your physical, emotional, and financial wellbeing

Flexible work-from-home policy and open to remote

Remote and WFH options, as well as a beautiful, state-of-the-art office in Dallas Deep Ellum, for those who prefer an office setting

Employee-led diversity, equity, and inclusion initiatives

Recent Employer Awards include :

Best Place for Working Parents 2023 + 2024 + 2025

Great Place to Work Certified, 2022 + 2023 + 2024 + 2025

Built In Best Places to Work, 2022 + 2023 + 2025

Fortunes Best Workplaces in Texas 2022 + 2023

Fortunes Best Workplaces in Financial Services and Insurance 2022 + 2023 + 2024

We value diversity at Bestow. The company will hire, recruit, and promote regardless of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, pregnancy or maternity, veteran status, or any other status protected by applicable law. We understand the importance of creating a safe and comfortable work environment and encourage individualism and authenticity in every team member.

Thanks for considering a job at Bestow!