Senior Workforce Analyst

Group 1001 • Zionsville, IN

9d

About The Position

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.

Requirements

• 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.

Nice To Haves

• Work force management certifications preferred but not required.

Responsibilities

• 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 processes
• Intraday 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.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 1,001-5,000 employees