Workforce Management Analyst

Real-Time Management and Scheduling:

• The person will 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.

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.