Workforce Analyst

SILAC Insurance Company•Salt Lake City, UT

About The Position

The Workforce Analyst position supports operational efficiency by collecting and analyzing workforce data, assisting with schedule creation, and monitoring key performance indicators (KPIs). This entry-level role focuses on ensuring appropriate staffing levels to meet service goals while developing foundational skills in forecasting, reporting, and workforce management practices.

Requirements

High School Diploma or equivalent
Strong analytical and problem-solving skills.
Proficiency in Microsoft Excel and basic reporting tools.
Ability to manage multiple priorities in a fast-paced environment.
Strong written and verbal communication skills.
Ability to work collaboratively within a team environment.

Nice To Haves

Degree in Business, Analytics, or related field.
Experience in an insurance operations or contact center environment.
Familiarity with workforce management (WFM) systems or scheduling tools.
Basic understanding of forecasting, capacity planning, and service level concepts.

Responsibilities

Collect and compile workforce data to support forecasting and staffing analysis.
Provide regular reports and updates to team leaders regarding staffing levels and performance metrics.
Monitor real-time data, such as call volume or processing rates, and make immediate adjustments to shift schedules or staffing allocations to address short-term needs.
Manage employee schedules, ensuring that shifts are appropriately distributed across all operational areas, considering peak business hours, customer demand, and employee availability.
Manage time-off requests, holidays, and shift changes to ensure minimal disruption to business continuity.
Collaborate with operations and leadership teams to communicate scheduling updates effectively.