Workforce Forecasting Sr Specialist

Securian Financial • Saint Paul, MN

2d

About The Position

The Workforce Forecasting Sr Analyst is responsible for understanding contact center and customer service tools and leveraging them to meet day-to-day and long-term capacity needs. The role supports the Senior Workforce Planner with short-term forecasting and analysis, optimizing workforce management through analysis of inbound and outbound consumer demand, forecast development, staffing requirements, resource allocation, compliance, schedule variances, and other key performance indicators. At Securian Financial, the internal title for this position is Business Operations Sr Analyst.

Requirements

• Proven analytical skills.
• Proficiency in Microsoft Excel and the ability to analyze data.
• Ability to meet tight deadlines while maintaining quality, results, and timely delivery.
• Ability to work independently, manage competing priorities, and adapt to changing priorities.
• Strong interpersonal skills, including excellent written and verbal communication.
• Fundamental understanding of forecasting models.
• At least 2 years of experience in a WFM Analyst Scheduler and Real-time role, or completion of the Daily Staffing & Service Exam and Staffing and Scheduling Exam for the CWPP Certification.

Nice To Haves

• Client support.
• Detail-oriented.
• Internal documentation.
• Proactive thinking.
• Problem solving.
• Researching.
• Task organization.
• Troubleshooting.
• Verbal communications.

Responsibilities

• Create short-term forecasts to determine shift, break, lunch, overtime, and time-off scheduling.
• Assess agent expectations for handling each interaction type, including creating performance indicators to monitor volumes and handle times.
• Identify new ways of working and best practices in an omnichannel environment.
• Create BI reporting that provides insights by leveraging new data sources and combined data sets to drive efficiencies.
• Define short-term strategies and address immediate workforce needs using volume forecasts to create interval-level staffing plans.
• Work with Operations Directors to align capacity and staffing strategies.

Benefits

• Paid time off, with additional PTO based on length of service.
• Flexible leave programs for parental, caregiver, bereavement, and military leave.
• Nine company-paid holidays.
• Company-funded pension plan.
• 401(k) retirement plan with a company contribution tied to company performance, up to 10 percent of eligible earnings and with a 5 percent target.
• Medical, dental, and vision coverage for associates and eligible family members beginning on the first day of employment.
• Paid volunteer time and a dollar-for-dollar matching gift program.
• Associate Resource Groups.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed