Senior Workforce Analyst

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Assurant

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1892

💸 Finance

👥 B2C

💰 Post-IPO Debt on 2023-02

Finance • Insurance • B2C

Assurant is a global company specializing in providing consumer-centric support and protection services. With a presence in over 21 countries across regions like North America, Europe, Latin America, and Asia-Pacific, Assurant helps over 300 million consumers through services like technology protection, claims resolution, and financial services. The company emphasizes innovation, remote work opportunities, and global collaboration, with teams skilled in technology, claims, customer service, and finance. Assurant offers a competitive benefits package and is committed to equal employment opportunities and work-life balance.

📋 Description

• 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) • Analyzes intraday and historical performance to respond/plan appropriately across the enterprise • Monitor and analyze enterprise (multiple sites, including vendor) SLAs and staffing levels, make appropriate recommendations to ensure client contractual goals are met • Partner with vendor managers to communicate and escalate any vendor staffing issues/concerns • Accurately analyze and communicate issues related to BCP events, major systems outages, or other unexpected events to ensure necessary staffing adjustments are made, and service level is protected • Proactively identify, coordinate, and communicate enterprise (multiple sites including vendor partners) overtime and VTO recommendations • Completion, coordination, and oversight of complex ad hoc analysis of systems issues, BCP events, and daily enterprise contact center performance • Recommend and adjust staffing levels through overtime, VTO and/or skilling recommendations • Adjust (reforecast) enterprise level intraday forecasts based on current trending and coordinate responses needed to achieve SLAs • Manages and produces some reports for Service Levels and Operational goals including Service Level Reports, Post Analysis Reports, etc.

🎯 Requirements

• High School Diploma or GED • 3+ years experience in a contact center leadership role and/or 3 years experience in a WFM or WFM related role • 3+ years of experience in a multi-site/multi-channel environment • Proficient with Excel • Experience using MS Office (Word, Outlook, etc.)

🏖️ Benefits

• Health insurance • 401(k) matching • Flexible work arrangements • Professional development opportunities • Paid time off