Our Client is one of the United States’ largest insurers, providing a wide range of insurance and financial services products with gross written premiums well over US$25 Billion (P&C). They proudly serve more than 10 million U.S. households with more than 19 million individual policies across all 50 states through the efforts of over 48,000 exclusive and independent agents and nearly 18,500 employees. Finally, our Client is part of one the largest Insurance Groups in the world.
About the Role
The Workforce Specialist I supports medium-term workforce planning activities (up to six weeks), including workload forecasting, staffing capacity analysis, schedule optimization, and process improvements. This role partners closely with business and operational leaders to manage capacity, achieve service level goals, improve customer experience, and drive performance through data-driven insights.
Key Responsibilities
- Develop and maintain medium-term (up to six weeks) workload and shrinkage forecasts based on historical trends, seasonality, and staffing assumptions.
- Analyze staffing capacity and provide alternative solutions to meet service level objectives.
- Support change integration initiatives by aligning workforce resources with system, tool, telephony, and process changes.
- Plan and define scheduling needs related to compliance requirements, training activities, shift analysis, and bidding processes.
- Conduct regular forecast-to-actual performance analysis; identify variances and recommend corrective actions to improve accuracy.
- Perform workforce analytics to identify trends related to attrition, utilization, span of control, and staffing gaps.
- Use data and analytics to assess operational impact and deliver actionable recommendations.
- Act as a Subject Matter Expert (SME) for workforce management tools, systems, and initiatives, including upgrades, enhancements, or fixes.
- Collaborate with leadership and cross-functional partners such as Product, Strategic Execution, and Compliance.
- Troubleshoot workforce technology issues and communicate progress and solutions to stakeholders.
- Complete ad hoc analyses and requests driven by business, system, or process changes.
- Document workforce processes and continuously identify opportunities for process improvement.
- Participate in projects and working groups as required.
- Perform other duties as assigned.
Requirements
- 1-3 years of experience in Workforce Management or a related role
- 2+ years of experience with forecasting, capacity planning, or operational analytics (preferred)
- 4+ years of experience in contact center (preferred)
- Strong analytical and problem-solving skills
- Intermediate proficiency in Microsoft Excel, including formulas, pivot tables, and data analysis
- Fluent English, written and verbal
Technical Skills
- Microsoft Excel – Intermediate
- Microsoft SQL – Entry Level
- NICE IEX Workforce Management – Entry Level
Benefits
Competitive compensation and benefits package:
- Competitive salary and performance-based bonuses
- Comprehensive benefits package: Grocery vouchers, saving funds, SGMM, etc.
- Career development and training opportunities
- Dynamic and inclusive work culture within a globally renowned group
- Private Health Insurance
- Pension Plan
- Paid Time Off
- Training & Development
Note: Benefits differ based on employee level.
