Senior Workforce Analyst

Senior Workforce Analyst page is loaded## Senior Workforce Analystremote type :

Hybridlocations :

Zionsville, Indianatime type :

Full timeposted on :

Posted Yesterdayjob requisition id :

R25\_0819 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. Group1001’s culture emphasizes the importance of collaboration, communication, core business focus, risk management, and striving for outcomes. This goal extends to how we hire and onboard our most valuable assets – our employees. Why This Role Matters : 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. How You’ll Contribute : Forecasting & Planning* 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.Capacity Planning* 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.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 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.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 to support SLAs.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, identify areas for improvement, and inform future planning.* Analyze data to identify areas for improvement and optimize workforce processesIntraday 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* Troubleshooting & reporting.* Identifying and alerting management of widespread issues or outages.* May participate in BCP efforts including the closing of the 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 used to manage forecasting, scheduling, and performance monitoring required.* Advanced technical proficiency in Microsoft Excel required.* Work force 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 guidelines and work 30 hours or more weekly, have the ability to enroll in Group 1001’s benefits package. Employees (and their families) are eligible to participate in the Company’s comprehensive health, dental, and vision insurance plan options.

Employees are also eligible for Basic and Supplemental Life Insurance, Short and Long-Term Disability.

All employees (regardless of hours worked) have immediate access to the Company’s Employee Assistance Program and wellness programs—no enrollment is required.

Employees may also participate in the Company’s 401K plan, with matching contributions by the Company. Group 1001 , and its affiliated companies, is strongly committed to providing a supportive work environment where employee differences are valued. Diversity is an essential ingredient in making Group 1001 a welcoming place to work and is fundamental in building a high-performance team. Diversity embodies all the differences that make us unique individuals.

All employees share the responsibility for maintaining a workplace culture of dignity, respect, understanding and appreciation of individual and group differences.## Grow Your Career at Group 1001 Insurance We are a company that aims to shape the world around us. We don’t simply talk about change, we create it – empowering people and communities through sports, education, innovation, and access to financial products and services.Group 1001 Insurance is an integrated, technology-driven financial services and insurance group that combines product innovation with digital accessibility. With annuity products and insurance that create and protect a strong future for all, we help individuals and businesses thrive. Through our education and sports partnerships, we empower communities.Because when we invest in growth for all, we invest in a better world.If you’re ready to make an impact and help us build a better future, you’re in the right place!## Group 1001 Insurance Benefits Employees are our number one asset. We provide a comprehensive benefits package that goes beyond the basics to support employees through many of life’s personal and professional milestones. Join our Talent Community If you don't see a role that fits your profile, join our Talent Community to share your contact information and resume.

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