Workforce Management Analyst

Farm Bureau Financial Services•West Des Moines, IA

7d•Onsite

About The Position

Farm Bureau Financial Services is seeking a Workforce Management Analyst to join their team. This role is responsible for analyzing intra-day contact volume data and supporting functional management within the Call Center to ensure resource optimization. The analyst will monitor daily and hourly service levels, make real-time adjustments to schedules to meet departmental KPIs, and develop accurate schedules. The position involves reviewing data, conducting research, developing recommendations, and presenting reports to drive decisions. Building and refining reporting through dashboards and data visualization techniques is also a key responsibility. The role requires understanding key variables to improve work processes and preserving the confidentiality of production data results.

Requirements

College degree (Statistics, Mathematics, Economics, or Business preferred) or equivalent plus one-year relevant experience required.
Data research and analysis experience preferred.
Experience in conducting and interpreting results from qualitative and quantitative survey and database research.
Working knowledge of Microsoft Access, Microsoft Excel Power Pivot, and Power BI.
Knowledge of Workforce Management systems preferred (such as NICE).
Must have the ability to learn/apply new software and capture, analyze, and synthesize data and report results.
Strong analytical and logical skills associated with numbers.
Excellent written and verbal communication skills.
Strong proven communication skills and must have a teamwork mindset.
Ability to work in-person from our office in West Des Moines, Iowa or Manhattan, Kansas.
Applicants must be currently authorized to work in the United States on a full-time, permanent basis.

Nice To Haves

Data research and analysis experience
Knowledge of Workforce Management systems preferred (such as NICE)

Responsibilities

Analyzing the intra-day contact volume data while supporting the functional management within the Call Center to ensure resource optimization.
Monitoring daily and hourly service levels for all contact types and making real-time adjustments to the schedule to ensure departmental KPIs.
Developing accurate and effective schedules and leveraging real-time decision-making to ensure that service level targets are achieved.
Reviewing existing data and performing research to develop recommendations and solutions for the Multi-Line Contact Center.
Providing information pertinent to the development of appropriate strategies by assembling and presenting reports and presentations of key data variables needed to drive decisions.
Building, enhancing, and refining reporting through dashboards and other data visualization techniques that promote management’s understanding of and access to key business metrics/indicators.
Developing reports and presentations on project conclusions and implications, documenting analyses and ensuring that key stakeholders understand the business implications for those analyses.
Utilizing internal and external information to understand key variables that will help improve/standardize/support both current and future work processes.
Preserving confidentiality of production data results.