Workforce Analyst

Sentry Insurance Agency•Goldsboro, NC

1d•$52,100 - $75,100•Hybrid

About The Position

Responsible for understanding incoming volumes and influencing events that impact the daily fluctuations and staffing levels to meet customer demand. This position can also be filled as a Senior Workforce Analyst depending on experience. The pay range for this position, filled in Freeport, IL, is $52,100.00-$75,100.00.

Requirements

Bachelors Degree or equivalent work experience
2+ years of related work experience
General knowledge of contact center or workforce management software, systems, and processes with hands-on user knowledge strongly desired
Strong organizational and time-management skills
Detail-oriented with proven research, analytical, and problem-solving skills; solutions-oriented with the ability to assess a situation and make sound decisions with minimal oversight; ability to analyze data, identify trends, and effectively communicate findings with management
Strong written and verbal communication skills
Ability to work a flexible schedule based on the operational demands of a 24/7/365 call center environment (days, nights, weekends, holidays)
Ability to travel on a limited basis to office locations and/or conferences, events, etc.

Nice To Haves

Experience working in a contact center or operations environment preferred
Experience working in a scheduling, real-time analyst or other workforce management capacity in a contact center, care, or operations environment preferred

Responsibilities

Monitor contact center call volume, chat, and back-office service time trends, and redirect all contact center staff allocations as needed to ensure service level objectives are met.
Work closely with workforce management leadership and contact center management to analyze forecasts and daily traffic, align staff, and adjust schedules as needed to ensure optimal staffing levels are achieved.
Oversee daily schedule conflicts, adherence issues, and occupancy concerns.
Assist contact center management with resolving associate real-time adherence issues in a team environment, the identification of associate adherence trends over time, and provide schedule recommendations where appropriate to mitigate ongoing adherence issues.
Collaborate with contact center associates and contact center management on time-off schedules and shift reassignments.
Review, approve, or deny requests for time-off based on forecasted or actual call volume and staffing levels.
Monitor workforce management absence notification mailbox and email inbox for various requests; resolve and respond to associates, contact center management, or business partners to address inquiries in a timely manner.
Collaborate with workforce management and other business partner requests to analyze schedules and enter exception requests for pre-planned activities such as training and contact center wide meetings and maintain workforce management software to reflect offline meetings.
Participate in design, development, testing, training, and communication of various workforce management systems initiatives.
Provide input into workforce management processes, procedures, and best practices.
In collaboration with workforce management, identify and implement workforce management process improvement opportunities.
Responsible for preparing for and leading daily huddle with contact center management to set expectations for the day based on forecasts, over/under, and mitigation strategies where variances exist.

Benefits

Hybrid work model
In-office workspace and materials for home office
Meal Subsidy
401(K) plan with a dollar-for-dollar match on your first eight percent, plus immediate vesting
Tuition Reimbursement program
Generous Paid-Time Off plan
Volunteer-Time off
Group Medical, Dental, Vision, Life insurance
Parental leave
Health and Wellness benefits
Well-being and Employee Assistance programs
Sentry Foundation gift matching program