Summary:The Workforce Forecasting Sr Analyst is responsible for understanding how the contact center or customer service tools work and how to leverage tools for both day-to-day and long-term capacity needs.
- Supports the Senior Workforce Planner with short-term forecasting and overall analysis
- Optimize workforce management activities including analysis of inbound and outbound consumer demand
- Building forecasts and establishing staffing requirements
- Optimizing resource allocation, monitoring compliance, and variances to scheduled shifts and other key performance indicators.
Responsibilities:
- 60% Create short-term forecasts to be used for determining scheduling of shifts, breaks, lunches, overtime, or time off.
- 10% Assess agent expectations in handling each type of interaction including creating new performance indicators to monitor volumes and handle times.
- 10% Determine new ways of working/best practices in an omnichannel environment.
- 20% Create new BI reporting to provide insights, leveraging new data sources and combined data sets to drive efficiencies.
Qualifications:- Proven analytical skills
- Proficiency in Microsoft Excel and ability to analyze data
- Ability to meet tight deadlines with focus on quality, results, and timely delivery
- Ability to work independently, effectively manage several competing priorities at a time, and flexible to changing priorities
- Strong interpersonal skills including excellent written and verbal communication skills
- Fundamental understanding of forecasting models
- Define short-term strategies and address immediate workforce needs using volume forecasts to create interval-level staff plans.
- Work closely with Ops Directors to ensure alignment on capacity and staffing strategies.
- Strategic mindset with focus on business need for short term capacity and staffing strategies
- Must have at least 2 years' experience as a WFM Analyst Scheduler and Real-time role and/or complete the following two exams of the CWPP Certification:
- Daily Staffing & Service Exam
- Staffing and Scheduling Exam
At Securian Financial, the internal title for this position is Business Operations Sr Analyst.
Preferred Skills:Client Support, Detail-Oriented, Internal Documentation, Proactive Thinking, Problem Solving, Researching, Task Organization, Troubleshooting, Verbal Communications
The estimated base pay range for this job is:$59,400.00 - $109,200.00
Pay may vary depending on job-related factors and individual experience, skills, knowledge, etc. More information on base pay and incentive pay (if applicable) can be discussed with a member of the Securian Financial Talent Acquisition team. 
