Workforce Management Analyst

Bestow • Dallas, TX

21d • Hybrid

About The Position

We are seeking a detail-oriented Workforce Management Analyst to join our insurance operations team. This role is critical in optimizing staffing levels, forecasting call volumes, and ensuring exceptional service delivery across our customer support channels. The ideal candidate will have strong analytical skills and experience managing workforce planning in a high-volume insurance or financial services environment. This role reports directly to the VP of TPA Services, and is open to hybrid in our Dallas office or Remote (US). #LIREMOTE.

Requirements

• Bachelor's degree in Business, Statistics, Mathematics, or related field
• 3+ years of workforce management experience in insurance, financial services, or high-volume contact center environment
• Advanced proficiency in Excel (Google Sheets) including complex formulas, pivot tables, and data modeling
• Experience with workforce management software platforms
• Strong understanding of contact center metrics and their interdependencies
• Proven ability to forecast accurately in environments with significant volume variability

Nice To Haves

• Experience working with Third Party Administrator (TPA) services model preferred but not required
• Knowledge of Life insurance products and terminology preferred but not required
• Experience managing workforce planning for multi-client or multi-carrier environments preferred but not required
• Track record of successfully scaling workforce operations during rapid growth periods preferred but not required
• SQL or other database query language skills preferred but not required

Responsibilities

• Monitor real-time adherence to schedules and service level performance across all queues.
• Make immediate adjustments to staffing deployment based on unexpected volume fluctuations or absenteeism.
• Coordinate with operations managers to implement intraday changes while maintaining service level agreements.
• Develop and maintain optimal scheduling patterns that balance employee preferences with business needs.
• Develop and maintain accurate forecasts for inbound call volumes, application processing, and technical assistance requests across multiple insurance carriers.
• Analyze historical data patterns including disposition volumes, policy inforce trends, and seasonal variations to predict future staffing needs.
• Create both short-term and long-term capacity models that account for business growth, new product launches, and carrier-specific requirements.
• Generate daily, weekly, and monthly reports on key performance indicators including service levels, average handle time, occupancy rates, and forecast accuracy.
• Analyze variance between forecasted and actual volumes to continuously improve prediction models.
• Present findings and recommendations to leadership regarding staffing differentials and capacity optimization opportunities.
• Track and report on contractor versus core staff utilization and performance metrics.
• Partner with insurance carrier clients to understand their specific requirements and ensure forecast alignment with their business projections.
• Work closely with operations leadership to implement staffing strategies that support both current needs and scaling initiatives.
• Collaborate with staffing agencies, HR, and recruiting teams to ensure hiring pipelines align with projected growth.
• Participate in contract negotiations by providing data-driven insights on capacity reservation models and commitment bands.
• Identify opportunities to implement sub-linear support scaling through efficiency improvements and technology adoption.
• Develop strategies for front-loaded support models that reduce long-term staffing requirements.
• Evaluate and recommend workforce management tools and technologies to enhance forecasting accuracy and scheduling efficiency.
• Create and maintain documentation for all workforce management processes and procedures.

Benefits

• Competitive salary and equity based on role
• Policies and managers that support work/life balance, like our flexible paid time off and parental leave programs
• 100% paid-premium option for medical, dental, and vision insurance
• Lifestyle stipend to support your physical, emotional, and financial wellbeing
• Flexible work-from-home policy and open to remote
• Remote and WFH options, as well as a beautiful, state-of-the-art office in Dallas’ Deep Ellum, for those who prefer an office setting
• Employee-led diversity, equity, and inclusion initiatives

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 101-250 employees