Workforce Management Analyst

FBL Financial Group, Inc.•Manhattan, KS

1d•Onsite

About The Position

Farm Bureau Financial Services is seeking a Workforce Management Analyst to join their team. This role involves analyzing contact volume data to optimize resource allocation within the Call Center, monitoring service levels, and making real-time schedule adjustments to meet departmental Key Performance Indicators (KPIs). The analyst will also be responsible for developing accurate schedules and leveraging real-time decision-making to achieve service level targets. The company values integrity, teamwork, passion, service, leadership, and accountability, and has a long-standing commitment to protecting its clients and fostering employee growth.

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.
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.
Must be currently authorized to work in the United States on a full-time, permanent basis.
Not seeking candidates requiring immigration sponsorship now or in the future.

Nice To Haves

Knowledge of Workforce Management systems preferred (such as NICE).

Responsibilities

Analyze intra-day contact volume data to support functional management in the Call Center for resource optimization.
Monitor daily and hourly service levels for all contact types and make real-time adjustments to the schedule to ensure departmental KPIs.
Develop accurate and effective schedules.
Leverage real-time decision-making to ensure service level targets are achieved.
Review existing data and perform research to develop recommendations and solutions for the Multi-Line Contact Center.
Provide information pertinent to the development of appropriate strategies by assembling and presenting reports and presentations of key data variables needed to drive decisions.
Build, enhance, and refine reporting through dashboards and other data visualization techniques that promote management’s understanding of and access to key business metrics/indicators.
Develop reports and presentations on project conclusions and implications, documenting analyses and ensuring that key stakeholders understand the business implications for those analyses.
Utilize internal and external information to understand key variables that will help improve/standardize/support both current and future work processes.
Preserve confidentiality of production data results.