Sr. Workforce Analyst

Overview The Sr. Workforce Analyst plays a critical role in ensuring Contact Center Operations for US Lifestyle and Global Housing can consistently meet client contractual Service Level Agreements (SLAs). The role acts as the enterprise hub for communication of SLA-impacting systems issues and BCP events, coordinating actions across Assurant and Vendor Partner sites to ensure SLAs are met. The position communicates high-level critical information to key stakeholders at all levels of leadership, including VPs and above. It significantly affects operational cost and efficiency, spanning occupancy, overtime, and staffing. The Sr. Workforce Analyst adjusts enterprise-level (multi-site) intraday call volume, AHT, and staffing requirements (enterprise-level intraday forecasts), provides critical status reports and communications to stakeholders, and ensures alignment on SLA priorities and strategy with Operational Partners. This role spans both the Lifestyle and Housing organizations and requires the highest level of WFM analysis and expertise. Responsibilities Workload – 75% Serve as main point of contact through various forms of communication to maximize service level success across the enterprise (multi-site including Assurant and Vendor Partners). Analyze intraday and historical performance to respond/plan appropriately across the enterprise. Monitor and analyze enterprise SLAs and staffing levels, make recommendations to ensure client contractual goals are met. Partner with vendor managers to communicate and escalate any vendor staffing issues/concerns. Analyze and communicate issues related to BCP events, major systems outages, or other unexpected events to ensure necessary staffing adjustments and service level protection. Coordinate with vendor partners to secure special staffing adjustments and escalate critical concerns to key stakeholders. Participate in troubleshooting and provide summary analysis and emergency communications related to major systems issues that impact enterprise SLAs. Identify, coordinate, and communicate enterprise overtime and VTO recommendations. Develop contingency plans related to staffing and work with vendor partners and managers to implement. Explain and analyze real-time data vs forecast to show trend impact and coordinate enterprise-level actions as needed. Escalate high-impact issues with the appropriate level of urgency. Complete complex ad hoc analysis of systems issues, BCP events, and daily enterprise contact center performance with recommendations to improve. Analyze and solve complex issues across the enterprise. Recommend and adjust staffing levels through overtime, VTO, and/or skilling recommendations. Oversee and recommend skilling or support adjustments for out-of-pattern days, days after holidays, outages, etc. Identify call volume trends and averages intraday, weekly, and monthly. Proactively implement strategies to meet KPIs. Proactively adjust enterprise intraday forecasts based on current trends and coordinate responses needed to achieve SLAs. Communicate strategy and staffing impacts to sites and stakeholders across the enterprise. Assist and communicate with Intraday & Scheduling analysts on site-level analysis and recommendations as they relate to enterprise-level staffing. Reporting – 20% Manages and produces reports for Service Levels and Operational goals including Service Level Impacting Systems Issues, OT and VTO reports, Service Level Reports, Post Analysis Reports, etc. Misc/Other – 5% Assists Supervisor/Manager and other staff in a broad range of assignments and analysis. Seniority level Director Employment type Full-time Job function Project Management and Information Technology Industries Insurance and Consumer Services #J-18808-Ljbffr