Senior Workforce Analyst

Related keywords: remote job data analystanalyst remote jobremote job bank

Job Overview

The Senior Workforce Analyst at Assurant is a pivotal role responsible for ensuring that the company’s Contact Center Operations, particularly for US Lifestyle and Global Housing, consistently meets client contractual Service Level Agreements (SLAs). This role is critical not only in monitoring and analyzing operational performance, but also in optimizing staffing and resources to align with SLA targets.

Responsibilities

A Senior Workforce Analyst has numerous responsibilities essential for the success of the operation. These include:

• Serving as the main contact point for communication regarding service level success across various enterprise sites, including vendor partners. This involves proactively identifying issues and ensuring that staff levels are adequate to meet client demands.

• Analyzing intraday and historical performances to swiftly respond and adapt strategies to meet SLA goals, which includes monitoring multiple centers and making informed recommendations to ensure staffing levels are appropriate.

• Collaborating with vendor managers to manage staffing issues effectively, escalating concerns as necessary to ensure that service levels are protected.

• Identifying and coordinating overtime and voluntary time off recommendations to adjust staffing levels dynamically based on real-time data.

• Producing reports related to service levels, operational goals, and ad hoc analysis, assisting management in data-driven decisions that impact operational efficiency.

Position Details

The position is full-time and will require flexibility as it includes shifts on Fridays, Saturdays, and Mondays, with Sundays off and the possibility of working on a Tuesday, Wednesday, or Thursday.

Skills and Qualifications

To succeed as a Senior Workforce Analyst, candidates need to meet specific educational and experiential requirements:

• A High School Diploma or GED is the minimum educational requirement.
• The applicant should possess 3+ years of experience in a leadership role within a contact center setting or in a Workforce Management (WFM) role, alongside experience in a multi-site or multi-channel environment.
• Candidates must have strong proficiency in Excel and familiarity with MS Office tools (Word, Outlook, etc.).

Furthermore, other skills that would benefit candidates include:

• Strong professional verbal and written communication skills for effective engagement with stakeholders.
• Exceptional analytical and organizational skills for interpreting data and making strategic recommendations.
• Experience with various WFM software products and platforms (e.g., Aspect, ASAPP, Cisco).

Salary Information

The pay range for the Senior Workforce Analyst at Assurant falls between $49,600 and $82,100, dependent on factors such as background, experience, and work location. This range also takes into account room for salary growth within the position.

Company Culture and Work Environment

As a part of Assurant, employees join a company that is recognized for its culture. The organization has been consistently recognized as a Best/Great Place to Work across 14 countries and has received accolades from Fortune as one of America's Most Innovative Companies. The culture emphasizes innovation, service to customers, and a willingness to take risks, promoting a collaborative and thriving work environment.

Assurant Overview

Assurant is a leading global business services company focused on supporting, protecting, and connecting major consumer purchases. Being a Fortune 500 company, Assurant operates in 21 countries and partners with top brands to provide innovative solutions, ranging from mobile device solutions to various protection services. Assurant's commitment to responsible AI use, along with a diverse workforce, underlines its dynamic approach to business.

Application Process

The application process emphasizes transparency and integrity, as Assurant will never ask applicants for sensitive personal information such as Social Security numbers or bank account details. All interviews are conducted via video to provide insight into the applicants' behaviors and professionalism, ensuring a smooth evaluation process.

Conclusion

For job seekers interested in a role as a Senior Workforce Analyst, Assurant offers a unique opportunity to work in a cultural environment that values innovation and service. With competitive pay and significant growth opportunities, potential candidates are encouraged to leverage their experience in a contact center environment and their analytical skills to excel in this dynamic position.

This job offer was originally published on himalayas.app