Sr. Analyst Workforce Management

Nationwide•Des Moines, IA

1d•$55,000 - $82,000•Hybrid

About The Position

The Senior Analyst, Workforce Management manages scheduling, skilling, vacation and shift bids, and planning in Genesys WEM. In partnership with the WFM Manager, the role develops two- to four-week schedules and forecasts for assigned business units. The analyst studies contact center trends—including call and processing volumes and patterns, staff productivity, attrition, and resource allocation—and uses the analysis to forecast and schedule capacity and staffing needs. The role supports contact center operations by aligning staffing with work and service goals, including planning for catastrophes, holidays, and other special events. It works with contact center leaders and functional teams to adjust schedules, training, staff assignments, and task routing in response to customer volumes. The role may be filled within any of the lower 48 U.S. states. Candidates local to the Des Moines area are expected to work in the office two days per week. The position does not qualify for employer-sponsored work authorization, and Nationwide does not participate in the STEM OPT Extension program.

Requirements

Three years of experience in workforce forecasting, analysis, and/or capacity management in a contact center environment.
Knowledge of contact or service center operations, such as claims, underwriting, and/or administration.
Knowledge of scheduling processes and related software.
Knowledge of capacity management, forecasting, and statistical analysis.
Verbal and written communication skills for working with vendors, management, and contact/service center personnel.
Ability to analyze contact center volume and workforce staffing and recommend solutions to workflow problems.
Ability to learn and work with multiple contact center management, data gathering, and data analytics systems.
Regularly and consistently demonstrate Nationwide Values.

Nice To Haves

Undergraduate studies in a business or quantitative field.
Experience in P&C servicing, processing, or underwriting operations and/or Workforce Management.
Leadership skills, competencies, and experiences may take precedence over the listed criteria.

Responsibilities

Forecast call and processing task arrivals and develop staffing and scheduling plans for business goals, catastrophes, holidays, and other special events.
Manage workflow automation software and use management and scheduling data to prepare daily, weekly, monthly, and priority-based contact center staffing forecasts.
Partner with contact center management, team leaders, functional managers, and others to schedule training, reschedule staff, or reroute calls and processing tasks to match customer volumes.
Build and maintain agent skilling in GAX and IEX/i360, and audit skilling according to internal audit guidelines.
Analyze staffing for individual skills in complex, multi-skill environments and ensure sufficient coverage to meet service delivery goals.
Work with the training team to arrange training needed to maintain sufficient skill staffing.
Attend vendor software training to learn all modules and train others on contact and processing management software.
Meet with management at all levels to discuss efficient use of staff resources, alert management to customer-volume handling problems, and present potential solutions.
Recommend cross-training and overtime needs.
Build and update management system rules for recruiting extra hours, managing time off, and handling off-phone activities.
Recommend and facilitate agent schedule and vacation bidding.
Provide new-hire shift recommendations.
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.