Sr. Analyst Workforce Management

Nationwide Mutual Insurance•Des Moines, IA

About The Position

The Sr. Analyst, Workforce Management manages scheduling, skilling, vacation and shift bids, and planning in Genesys WEM. In partnership with the WFM Manager, the role develops 2–4-week schedules and forecasts for assigned business units. The position analyzes contact center trends—including call and processing volumes and patterns, staff productivity, attrition, and resource allocation—to forecast and schedule capacity and staffing needs. The role supports a fast-paced, evolving environment and collaborates across business and functional areas to align staffing with workload and service goals. Experience in P&C servicing, processing, or underwriting operations and/or Workforce Management is preferred. Candidates local to the Des Moines area will 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 several contact center management, data-gathering, and data-analytics systems.
Undergraduate studies in a business or quantitative field are preferred.
Experience in P&C servicing, processing, or underwriting operations and/or Workforce Management is preferred.
Regularly and consistently demonstrate Nationwide Values.

Nice To Haves

Undergraduate studies in a business or quantitative field.
Experience working in P&C servicing, processing, or underwriting operations and/or in Workforce Management.

Responsibilities

Forecast call and processing task arrivals and build staffing and scheduling plans for catastrophes, holidays, and other special events.
Manage workflow automation software and ensure the system is used to its full potential.
Prepare daily, weekly, monthly, and priority-based contact center staffing forecasts using management and scheduling software data.
Coordinate 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 organize training needed to maintain sufficient skill staffing.
Attend software vendor training to learn all modules and train others on contact and processing management software.
Meet with all levels of management to discuss efficient use of staff resources.
Alert management to problems handling customer volumes and present possible 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, and provide shift recommendations for new hires.
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