Workforce Management Analyst

SageSure • Cincinnati, OH

1d

About The Position

If you're looking for the stability of a profitable, growing company with the entrepreneurial spirit of a startup, we’re hiring. SageSure , a leader in catastrophe-exposed property insurance, is seeking a Workforce Management Analyst . What you’d be doing: Analyzing large, complex datasets to extract meaningful insights and translate them into compelling, actionable recommendations Maintain deep subject matter expertise of the SageSure WFM applications, Standard Operating Procedures, and supporting tools and demonstrate that understanding through insights and recommendations. Act as a team stakeholder by proactively sharing ideas, providing analysis, and supporting data-driven decision-making. Independently concisely present data and findings to leadership both written and verbal. Accurately forecast for multiple lines of business daily-yearly while maintaining a targeted variance Understands complex business processes/technologies and question current workflow processes, making recommendations to enhance the business. Provide recommendations to Leadership to address obstacles that stand in the way of meeting objectives, which can include, but not limited to call center service levels, occupancy, and shrinkage goals. Prepare ad hoc analysis to identify trends and actionable insights. Present analysis and recommendations to operations leadership with the ability to “ tell the story ” . Drive process improvement projects or re-engineering by documenting and analyzing forecasting methodologies and processes, working with operations, strategy leaders, and WFM partners to identify gaps, plan remediation and define priorities and value . Facilitate monthly/weekly business reviews for owned models . Interacts with and presents statistical information to different levels of management in various functional areas. Able to prioritize, meet critical deadlines, and manage expectations. Additional tasks as needed etc

Requirements

• 2 or more years year business analyst, data analysis or similar role experience
• Strong understanding of contact center operations and best practices.
• Data-driven, detail-oriented, and committed to using facts to achieve optimal outcome
• Strong Knowledge of Microsoft Excel
• Area of Study Mathematics, Statistics or Business.
• Experience providing ongoing performance management by tracking key performance indicators.
• Strong understanding of contact center operations and best practices.
• Flexible and able to work at any time, including nights, weekends, and holidays.
• The base schedule is Monday-Friday
• Available for occasional travel

Nice To Haves

• Exposure to WFM, Capacity Planning, and forecasting in a Contact Center, is highly preferred.
• Experience with workforce management (WFM) software and scheduling principles is a plus.
• Excellent analytical and problem-solving skills with a data-driven approach.
• Inquisitive with the ability to identify issues in data & analysis and quickly resolve them using subject matter expertise

Responsibilities

• Analyzing large, complex datasets to extract meaningful insights and translate them into compelling, actionable recommendations
• Maintain deep subject matter expertise of the SageSure WFM applications, Standard Operating Procedures, and supporting tools and demonstrate that understanding through insights and recommendations.
• Act as a team stakeholder by proactively sharing ideas, providing analysis, and supporting data-driven decision-making.
• Independently concisely present data and findings to leadership both written and verbal.
• Accurately forecast for multiple lines of business daily-yearly while maintaining a targeted variance
• Understands complex business processes/technologies and question current workflow processes, making recommendations to enhance the business.
• Provide recommendations to Leadership to address obstacles that stand in the way of meeting objectives, which can include, but not limited to call center service levels, occupancy, and shrinkage goals.
• Prepare ad hoc analysis to identify trends and actionable insights.
• Present analysis and recommendations to operations leadership with the ability to “ tell the story ”
• Drive process improvement projects or re-engineering by documenting and analyzing forecasting methodologies and processes, working with operations, strategy leaders, and WFM partners to identify gaps, plan remediation and define priorities and value
• Facilitate monthly/weekly business reviews for owned models
• Interacts with and presents statistical information to different levels of management in various functional areas.
• Able to prioritize, meet critical deadlines, and manage expectations.
• Additional tasks as needed etc

Benefits

• SageSure offers generous health benefits and perks, including tuition reimbursement, wellness allowance, paid volunteer time off, a matching 401K plan, and more.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees