Sr Analyst, Workforce Management Insights
About The Position
The Sr. Analyst, Workforce Management Insights turns complex workforce and operational data into trusted, reusable insights that improve forecasting, capacity planning, staffing decisions, and service outcomes. The role combines hands-on data discovery and analysis with data preparation, visualization, automation, and business storytelling. The analyst partners with Workforce Management and business leaders to clarify questions, validate assumptions, and provide practical recommendations grounded in reliable data. The analyst independently owns complex analytical deliverables and recurring data products, strengthening the WFM team’s data capability and supporting better decisions. The role does not own enterprise WFM strategy or people management. The position is hired on a SuccessFlex basis and requires residence within 35 miles of 1 Nationwide Plaza. The schedule is two days in the office and three days remote. The role does not qualify for employer-sponsored work authorization, and Nationwide does not participate in the STEM OPT extension program.
Requirements
- Demonstrated experience using data analysis to solve operational or business problems, including work with large, structured datasets.
- Hands-on proficiency writing and maintaining SQL queries for data exploration, transformation, validation, and analysis.
- Experience building reports or visualizations with a business intelligence tool such as Power BI, Tableau, or a comparable platform.
- Ability to apply trend, variance, root-cause, and scenario analysis and explain assumptions, confidence, and data limitations.
- Experience automating or streamlining repeatable analysis, reporting, or data-preparation tasks using Python, R, SQL, or comparable tools.
- Strong written and verbal communication skills, including the ability to present technical findings as clear business implications and recommendations.
- Strong problem-solving, organization, and stakeholder-partnership skills; ability to independently manage complex deliverables and concurrent priorities.
- Undergraduate studies in analytics, data science, business, mathematics, computer science, or a related field are preferred; equivalent practical experience may be considered.
Nice To Haves
- Experience in Workforce Management, contact centers, workforce operations, forecasting, staffing, capacity planning, or service-performance analytics.
- Experience with workforce platforms and operational data, such as ACD/telephony, workforce management, case, or workflow systems.
- Experience with data quality, metric definition, documentation, governance, and development of reusable reporting datasets.
- Experience communicating insights to operational leaders and supporting decisions with dashboards, concise readouts, or scenario comparisons.
Responsibilities
- Discover, extract, combine, and analyze workforce data from approved internal systems and sources, including complex or high-volume operational datasets.
- Use SQL and related query tools to investigate data, reconcile definitions, assess quality, and create analysis-ready datasets; apply Python, R, or comparable tools where appropriate for analysis or automation.
- Build and maintain reusable datasets, queries, reporting logic, and analytical assets to improve consistency and reduce manual or duplicated work.
- Analyze trends and drivers across workload, staffing, capacity, productivity, service, and related workforce measures, distinguishing meaningful signals from data limitations and variation.
- Develop dashboards, visualizations, recurring reports, and ad hoc analyses for WFM partners and business leaders.
- Translate findings into concise narratives, implications, and recommendations that support operational and planning decisions.
- Support forecasting and capacity-planning through data preparation, assumption validation, scenario analysis, and automation of repeatable processes.
- Partner with stakeholders to define business questions, measures, data requirements, and intended analytical use; manage work through delivery and communicate risks or limitations.
- Apply data governance, privacy, access, documentation, and quality practices when using and sharing workforce information.
- Identify opportunities to improve analytical methods and reporting processes, document reusable approaches, and share practical SQL/query knowledge with WFM colleagues.
- Balance multiple requests, prioritize based on business value and deadlines, and deliver accurate work with appropriate review and validation.
- Perform other responsibilities as assigned.
Benefits
- Medical, dental, and vision coverage
- Life insurance
- Short- and long-term disability coverage
- Paid time off, with newly hired associates receiving a minimum of 18 days per full calendar year, prorated quarterly based on hire date
- Nine paid holidays
- Eight hours of Lifetime paid time off
- Eight hours of Unity Day paid time off
- 401(k) with company match
- Company-paid pension plan
- Business casual attire
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
