Workforce Analyst

Position is responsible for proactively monitoring, managing, and communicating intraday contact center performance in support of contractual obligations and organizational goals for multiple clients, campaigns, products and sites. Also includes generation of agent work schedules and mid-range scheduling/planning tasks. Reports to Workforce Management Supervisor(s).

Key Responsibilities:

• Monitors and responds to Real Time Adherence (RTA), queue activity, and service levels
• Analyzes intraday and historical performance to respond/plan appropriately in order to achieve operational service goals
• Identify call volume trends and averages on an intraday, weekly, monthly, etc. basis
• Establish and maintain communications channels regarding events that impact contact center performance and workload
• Communicate necessary adjustments to staffing based on changing/dynamic forecasts
• Generate agent work schedules on a regular basis; maximize schedule efficiency and provide a variety of creative schedule options
• Collaborate with internal customers- other teams, departments, and contact center staff to identify opportunities for improvement of resource utilization and to achieve service goals
• Maintain a high quality of work - Accurately process intraday schedule exceptions, time off requests, and call-ins within established turnaround times
• Assists Supervisor and WFM staff in a broad range of assignments and projects

Special Skills required:

• Strong analytical, communication and organizational skills.
• Knowledgeable of Microsoft Office applications, particularly Excel.
• Works well with frequent interruptions, deadlines, creative thinking, handling multiple projects simultaneously, and making decisions based on incomplete information.
• Maintains positive interactions with internal management and staff.
• Works well with minimal supervision and with some latitude for self-directed action.
• Professional verbal, written, and remote communication skills.

Basic Qualifications:

• High School Diploma or GED

• Minimum 2 years' experience in a contact center
• Minimum 1 year experience in a WFM or WFM related role
• Entry level skills in MS Office (Excel, Word, Outlook)

Other Requirements:

• Team player, works well with remote teammates and remote supervision
• Works well with frequent interruptions, deadlines, creative thinking, handling multiple projects simultaneously, and making decisions based on incomplete information.
• Excellent written and verbal communications skills
• Works well with minimal supervision and with some latitude for self-directed action
• Demonstrates reliability and strong customer service skills

Preferred Qualifications:

• Associate's degree or equivalent experience preferred

• Experience with any of the following is a plus: IEX Workforce Management/Real Time Adherence (RTA), InContact and SQL
• Intermediate+ level skills in Microsoft Office (Excel, Word, Outlook, Access)
  

Any posted pay range considers a wide range of compensation factors, including candidate background, experience, and work location, while also allowing for salary growth within the position.

Helping People Thrive in a Connected World
Connect with us. Bring us your best work and your brightest ideas. And we’ll bring you a place where you can thrive. Learn more at jobs.assurant.com.

For U.S. benefit information, visit myassurantbenefits.com. For benefit information outside the U.S., please speak with your recruiter.

What’s the culture like at Assurant?
Our unique culture is a big reason why talented people choose Assurant. Named a Best/Great Place to Work in 13 countries and awarded the Fortune America’s Most Innovative Companies recognition in 2023, we bring together top talent around the world. Although we have a wide variety of skills and experiences, we share common characteristics that are uniquely Assurant. A passion for service. An ability to innovate in practical ways. And a willingness to take chances. We call our culture The Assurant Way.

Company Overview
Assurant is a leading global business services company that supports, protects, and connects major consumer purchases. A Fortune 500 company with a presence in 21 countries, Assurant supports the advancement of the connected world by partnering with the world’s leading brands to develop innovative solutions and deliver an enhanced customer experience through mobile device solutions, extended service contracts, vehicle protection services, renters insurance, lender-placed insurance products, and other specialty products.

Equal Opportunity Statement
Assurant is an Equal Employment Opportunity employer and does not use or consider race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by federal, state, or local law in employment decisions.