The Workforce Management Analyst operates as a key resource to assist multiple teams across the organization. The position is primarily focused on providing staffing analysis and support for contact centers and customer-facing operation teams. This position will primarily use the NICE tool set, Power BI, Excel and SQL to provide analysis and actionable insights to Operational leadership. This position will work across platforms to connect dots and tell data driven stories from both a customer and employee perspective. The ability to tell these stories in a way that can be easily consumed and actioned on by the business will be key to success. This individual must understand and assess the current state of the business process, technology, needs and gaps.
Responsibilities
- Analyze workforce data to identify trends and insights for decision-making
- Develop and maintain accurate workforce forecasts and staffing models
- Collaborate with departments to create efficient scheduling and staffing plans
- Monitor workforce performance metrics and recommend improvements
- Provide data-driven recommendations to enhance workforce productivity and efficiency
- Support the implementation of workforce management tools and technologies
- Conduct regular audits and assessments of workforce processes
- Prepare and present reports on workforce performance to senior management
- Gather, review, and analyze business data, including KPIs, and other key metrics using data analytics tools.
- Ability to effectively communicate and influence key stakeholders to support proposed strategies, process improvements and operational decisions
- Resourcefulness and ability to devise creative solutions to problems
- Use data modelling techniques to identify ways in which the organization can operate more effectively
- Thrive as a team player in a fast paced, change oriented environment
- Other duties as required by manager
The Workforce Management Analyst will be responsible for job functions including but not limited to the following:
Qualifications/Education
- Bachelor’s degree required
- 2+ years of relavant experience (Data Analysis or Workforce Management working experience is a plus)
- Strong analytical skills, being data curious, and attention to detail required
- Ability to story tell trends and connect dots through analysis by department and cross-departmental.
- Experience with NICE or similar technology platform
- Proficiency in Microsoft Office tools, specifically Excel
- Experience with data visualization tools (PowerBI or Tableau)
- Strong communication and presentation skills required, both written and verbal
Protective’s targeted salary range for this position is $68,200 to $80,000. Actual salaries may vary depending on factors, including but not limited to, job location, skills, and experience. The range listed is just one component of Protective’s total compensation package for employees.
This position also offers additional incentive opportunities [through an annual incentive based on individual and Company performance] OR [through cash compensation as part of a sales incentive plan (SIP).
Top Skills
What We Do
Protective Life Corporation (Protective) provides financial services through the production, distribution and administration of insurance and investment products throughout the United States. Protective traces its roots to its flagship company founded in 1907, Protective Life Insurance Company. Throughout its more than 110-year history, Protective’s growth and success can be largely attributed to its ongoing commitment to serving people and doing the right thing — for its employees, distributors and, most importantly, its customers. Protective’s home office is located in Birmingham, Alabama, and its 3,000+ employees work across the United States. As of June 30, 2020, Protective had assets of approximately $123 billion. Protective Life Corporation is a wholly owned subsidiary of Dai-ichi Life Holdings,
