Retail Operations Workforce Management Analyst

Summary

Join Fidelity & Guaranty Life Insurance Company (F&G) as a Workforce Management Analyst! This role supports and executes scheduling, forecasting, and data analysis for internal and third-party contact centers. You will collaborate with various departments, ensuring KPIs and SLAs are met. Responsibilities include developing staffing models, analyzing workforce data, and creating reports. A Bachelor's degree in a relevant field or equivalent experience is required, along with at least 3 years of workforce management experience in a contact center environment. The ideal candidate possesses strong analytical, communication, and problem-solving skills. F&G offers a flexible work environment with options for in-office, hybrid, and remote work arrangements.

Requirements

• Bachelor’s Degree in Applied Mathematics or Statistics, Data Analytics or Data Science, Business Analytics, Computer Science, or a similar field
• Minimum of 3 years of experience in workforce management planning that includes scheduling, forecasting, and capacity planning within a contact, claims, or processing center environment
• Must be highly curious
• Demonstrated knowledge and application of data analysis tools, telecommunications tools, and contact center routing systems
• Experience designing and implementing data queries using tools such as SQL or other programs
• Excellent organizational, multi-tasking, and prioritization skills
• Strong presentation and communication skills, both written and verbal, as you will be in communication with operational leaders and executives
• Strong desire to learn and solve problems
• Ability to gather, analyze, and connect data from multiple sources
• Ability to work independently and in teams
• Flexibility to adjust to new work structures, processes, requirements, and/or cultures
• Challenges current processes and suggests new techniques, methods, and practices to improve effectiveness and efficiencies
• Builds and maintains strong, credible relationships across the business while maintaining independence
• Strong analytical (quantitative and qualitative), troubleshooting, problem resolution, and user support skills
• Regular and punctual attendance

Responsibilities

• Execute key initiatives identified by the Workforce Management, Manager and other leadership to support the workforce management strategy and vision
• Support the establishment of a scalable and sustainable infrastructure for capacity planning, forecasting, and scheduling to ensure we have the right representatives, in the right place, at the right time
• Support the development and ongoing maintenance of staffing models with data from call center and processing teams
• Collaborate with various departments to understand business needs and adjust staffing plans accordingly
• Reviews trends for phone volumes, staffing levels, and customer satisfaction
• Support adherence to KPIs, SLAs and metrics-based workforce planning; gather and analyze workforce data to identify trends and make data-driven decisions to improve operational efficiency
• Gather and prepare data to support development and maintenance of representative, supervisor, and manager reporting/dashboards designed to support performance management
• Support the development and maintenance of standard operating procedures/best practices for processing and call center teams to leverage for scheduling and intraday operations management
• Support and advise the processing and call center teams efforts to continuously monitor and adjust staffing levels to meet service level agreements and achieve key performance indicators
• Ensure compliance with company policies, procedures, and regulatory requirements related to workforce management
• Foster a positive and inclusive work environment that promotes teamwork, collaboration, and professional growth
• Perform other functions, duties and projects, as assigned

Preferred Qualifications

• Experience providing oversight and guidance to 3rd party suppliers
• 1+ years of process documentation experience
• Experience working in the insurance industry, specifically in Life and Annuities

Benefits

Work Environments F&G believes in an employee-centric flexible environment, which is why we offer the ability for in-office, hybrid and remote work arrangements