Workforce Management Analyst

Slide Insurance • Tampa, FL

12h

About The Position

As a Workforce Management Analyst, you’ll help ensure the right resources are in place at the right time by delivering accurate forecasts, optimized schedules, and real‑time staffing adjustments that support service excellence.

Requirements

• Bachelor’s degree in Mathematics, Economics, Business Analytics, or a related field
• 2+ years of workforce management experience in a high‑volume call center
• Experience with cloud‑based contact center platforms
• Familiarity with IVR systems and real‑time traffic management
• Strong analytical, organizational, and problem‑solving skills
• Ability to work independently while collaborating across teams
• Clear, confident communicator with strong interpersonal skills
• Proficiency with Microsoft 365 tools (Excel, PowerPoint, Teams, SharePoint, Power BI)
• Alignment with Slide’s Core Values and collaborative culture

Nice To Haves

• Five9 preferred

Responsibilities

• Analyze historical trends and real‑time data to develop volume forecasts and staffing plans
• Build and maintain schedules aligned with service level goals
• Monitor intraday performance and traffic to ensure proper coverage
• Make real‑time staffing adjustments to address coverage or adherence gaps
• Produce detailed performance reports (hourly, daily, weekly, monthly) to support leadership decisions
• Identify efficiency opportunities using Five9 and related analytics tools
• Support interaction analytics and AI tools (e.g., Ava) to uncover process gaps and drive improvements
• Provide Five9 platform support, including scheduling, quality management, and screen capture
• Assist with IVR programming and optimization to improve call flow and routing
• Communicate with leaders and frontline teams to manage traffic fluctuations and priorities

Benefits

• An opportunity to be a part of a fun and innovation-driven culture fueled by Passion, Purpose and Technology! Slide offers many opportunities to collaborate and innovate across the company and departments, as well as get to know other Sliders. From coffee chats, to clubs, to social events - we plan it, so all Sliders feel included and Enjoy their Journey.
• Created using Slider feedback, Slide offers a comprehensive and affordable benefits package to cover all aspects of health...Physical, Emotional, Financial, Social and Professional. A Lifestyle Spending Account is set up for each Slider and Slide contributes to it monthly for use on any benefit that individually suits you - Health Your Way!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level