Workforce Management Analyst

Workforce Management Analyst # Position Summary This role must have extensive and proven competencies in workforce management functions forecasting, capa planning, scheduling, real-time management and reporting, to ensure that we have the resources required at the right time to meet the desired service goals, enabling an exceptional client experience. The role is also responsible fanalyzing voice data and making recommendations to an improve IVR menu and processes. The role will partner with the Leadership team to understand needs and support resourcing plans to successfully meet service levels to optimize performance. The essential functions and responsibilities of this job position include, but are not limited to the following Forecasting fMember Support and Client Service Support Contact Centers utilizing historic data and projected client volumes/behaviors. Capa planning fmultiple contact Centers to ensure appropriate resources to meet SLA. Position Requirements and Qualifications Specialized Knowledge/SkillsPriWorkforce Management Experience with proven success in supporting forecasting, capa planning, scheduling, real-time management and reportingAbility to work cross functionally and collaborate effectively with business partnersProven success influencing peers, clients and stakeholdersStrong communication and interpersonal skillsAbility to manage competing priorities, work effectively and independently within time constraintsDetailed oriented with strong organizational skillsSuperianalytic skills ability to work with large data sets from multiple sourcesExcellent presentation skills present analyses/findings in a compelling mannerInsurance and/business specific knowledge/experience a plus Education/Experience BA/BS degree3+ years of Workforce Management preferredKnowledge of the insurance financial services industry preferred Equal employment opportunity and nondiscrimination policy