Workforce Forecasting Sr Specialist

Securian Financial • Saint Paul, MN

3d • $59,400 - $109,200

About The Position

The Workforce Forecasting Sr Specialist is responsible for understanding how contact center or customer service tools work and leveraging them for day-to-day and long-term capacity needs. The role supports the Senior Workforce Planner with short-term forecasting and analysis, and optimizes workforce management activities through analysis of inbound and outbound consumer demand, forecast development, staffing requirements, resource allocation, compliance, schedule variances, and other key performance indicators.

The internal title at Securian Financial is Business Operations Sr Analyst. The estimated base pay range is $59,400.00–$109,200.00. Pay may vary based on job-related factors and individual experience, skills, and knowledge. The position includes a comprehensive benefits package intended to support professional growth, well-being, and work-life balance.

Requirements

• Proven analytical skills.
• Proficiency in Microsoft Excel and ability to analyze data.
• Ability to meet tight deadlines while maintaining quality, results, and timely delivery.
• Ability to work independently, manage several competing priorities, and adapt to changing priorities.
• Strong interpersonal skills, including excellent written and verbal communication skills.
• Fundamental understanding of forecasting models.
• Ability to define short-term strategies and address immediate workforce needs using volume forecasts to create interval-level staff plans.
• At least 2 years of experience as a WFM Analyst in Scheduler and Real-time roles, and/or completion of the Daily Staffing & Service Exam and Staffing and Scheduling Exam of 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 scheduling of shifts, breaks, lunches, overtime, or time off (60%).
• Assess agent expectations for handling each type of interaction, including creating performance indicators to monitor volumes and handle times (10%).
• Determine new ways of working and best practices in an omnichannel environment (10%).
• Create new BI reporting to provide insights, leveraging new data sources and combined data sets to drive efficiencies (20%).
• Support the Senior Workforce Planner with short-term forecasting and overall analysis.
• Analyze inbound and outbound consumer demand, build forecasts, and establish staffing requirements.
• Optimize resource allocation, monitor compliance, and review variances to scheduled shifts and other key performance indicators.
• Define short-term strategies and address immediate workforce needs using volume forecasts to create interval-level staff plans.
• Work closely 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 company contributions tied to company performance, up to 10% of eligible earnings, with a 5% target.
• Medical, dental, and vision coverage for associates and eligible family members, beginning on the first day of employment.
• Paid volunteer time, company-sponsored volunteer events, and a dollar-for-dollar matching gift program.
• Associate Resource Groups supporting a variety of interests and affinities.

What This Job Offers

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