Workforce Management Analyst, DentaQuest

Sun Life•Nashville, TN

1d•$53,800 - $80,700•Hybrid

About The Position

Sun Life embraces a hybrid work model that balances in-office collaboration with the flexibility of virtual work. Our team members and leaders are expected to foster connection and teamwork by being present in the office at least 2 days per week. As a member of the Support Services team, the Workforce Management Analyst supports day-to-day workforce planning and operational execution across internal FTE teams and BPO partners. Reporting to the Senior Manager, Workforce Management, this role maintains workforce capacity models, responds to ad hoc planning requests, analyzes performance trends, and provides data-driven recommendations to help sustain service levels, improve vendor performance, and support a consistent customer experience. The Analyst is responsible for building reports, conducting analysis, translating workforce data into actionable insights for leadership, managing schedules and training activities, and supporting real-time monitoring of agent activity, occupancy, adherence, forecasting accuracy, and service level performance in a fast-paced contact center environment. This position works closely with Supervisors, Managers, Operations leadership, and the Training Department to help deliver a reliable level of service and position DentaQuest as a trusted dental insurance provider.

Requirements

Bachelor’s degree and at least 2 years of experience analyzing workforce data and making staffing or scheduling recommendations; or at least 6 years of equivalent experience analyzing workforce data and making staffing or scheduling recommendations.
Experience using workforce management software, specifically NICE/IEX.
Ability to apply creative problem-solving techniques to operational challenges.
Excellent verbal and written communication skills, including the ability to communicate effectively, tactfully, and courteously.
Strong knowledge of Microsoft Office products, including Word, Excel, PowerPoint, Access, and Edge.
Experience working cross-functionally with multiple groups toward a common goal.
Self-motivated, enthusiastic, creative, and analytical, with strong problem-solving skills.
Excellent interpersonal skills and strong time management abilities.
Strong organizational skills, including the ability to prioritize work efficiently.
Ability to take initiative and manage multiple tasks simultaneously while working efficiently, effectively, and independently with minimal supervision in a fast-paced, customer-focused environment.
Flexibility to work varied hours and be available as required by business operations.
Strong analytical skills.
Strong attention to detail and accuracy.
Ability to reflect and support the goals and philosophy of the company.
Ability to attend additional training as requested or deemed necessary.
Ability to work 7 am - 7 pm CST (and occasional off hours including weekends)

Nice To Haves

Experience developing, maintaining, and improving workforce forecasting models, including capacity models and forecasting methodologies.
Familiarity with AI-enabled tools or applications in customer support environments, including their impact on staffing, forecasting, and capacity planning.
Experience working in a high-growth or rapidly changing operational environment.
Advanced Excel proficiency, including pivot tables, VLOOKUP, and macros.
Experience developing executive-level reporting dashboards and presenting data-driven insights to senior leadership.
Experience with AWS.
Ability to travel as needed based on business requirements.

Responsibilities

Apply advanced workforce management knowledge in forecasting, BPO performance management, real-time intraday monitoring, scheduling, adherence, and off-phone activity planning, including team meetings, supervisor coaching, training, and project work.
Support operational management of BPO partner relationships by tracking performance metrics, preparing business review materials, and providing supporting analysis.
Maintain and update workforce capacity models to support routine and ad hoc capacity planning requests across BPO and internal FTE teams.
Develop and maintain reports to analyze support volume trends, agent productivity, staffing vendor performance, and operational outcomes.
Translate workforce data into clear, data-informed recommendations for leadership with minimal oversight.
Partner with leadership on short- and long-term capacity needs, including staffing scenarios for new business launches and tradeoff analysis between internal FTE headcount and BPO scope.
Identify operational inefficiencies and recommend improvements to key performance metrics, including service level, average handle time, occupancy, adherence, and forecast accuracy.
Support expansion of workforce management practices across additional Support Services teams.
Monitor real-time adherence to ensure BPO, outsourcer, and internal agents are available during scheduled phone hours, including breaks, lunches, meetings, and other scheduled activities.
Forecast contact volume, training sessions, team and project work, paid time off, personal leave, and other factors to determine adequate staffing coverage and consistent customer support levels.
Manage and monitor scheduled and unscheduled paid time off requests and update staffing plans in real time.
Use workforce management software, call center operations knowledge, and contact center KPIs to support a multi-line-of-business environment.
Communicate proactively with internal and external partners to track operational progress, resolve issues, and support business objectives.
Serve as a liaison between department leadership, internal teams, and external partners to support issue resolution and operational alignment.
Generate and communicate off-phone activity reports, staffing updates, performance measures, and call statistics to appropriate members of management.
Build effective working relationships with internal and external resources to gain cooperation and support departmental and business objectives.
Develop reports, maintain spreadsheets, identify trends, and work with management to address operational issues.
Maintain direct partnerships with Customer Service Managers, Supervisors, and Customer Service Representatives to support an employee-friendly environment.
Recommend and implement staffing, schedule, and shift changes based on volume trends and call traffic.
Perform other duties as assigned.