Workforce Planning Consultant

🔥 19 hours ago

🚗 Michigan – Remote

🚗 Michigan – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💼 Consultant

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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AAA Life Insurance Company

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1969

⚕️ Healthcare Insurance

💸 Finance

🛡️ Insurance

Healthcare Insurance • Finance • Insurance

AAA Life Insurance Company is a provider of various life insurance products, including Term Life Insurance, Whole Life Insurance, Universal Life Insurance, and Accident Insurance. They also offer annuities and a range of resources to help customers understand their insurance needs. With a focus on customer support and education, AAA Life Insurance Company aims to simplify the process of obtaining life insurance and offer tailored solutions to protect the financial future of individuals and their families.

📋 Description

• Forecast demand and capacity within the Simplified Issue Sales Unit contact center, with extended support for Direct Sales Unit operations • Optimize staffing strategies and monitor operational performance • Provide workforce strategy, staffing recommendations, and operational analytics • Outline process optimization and continuous improvement opportunities • Align workforce planning with business drivers, including direct mail marketing campaigns • Own and continuously improve forecast accuracy through assumption validation, trend analysis, and forecasting model refinement • Create and maintain capacity plans aligned with demand, service-level goals, productivity expectations, and budget objectives • Analyze workforce metrics including forecast accuracy, occupancy, utilization, shrinkage, schedule adherence, attrition, average handle time, and service levels • Recommend hiring, staffing levels, overtime, voluntary time off, cross-training, and workforce allocation • Recommend operating hours, staffing models, shift structures, flexible work arrangements, and part-time staffing strategies • Partner with Operations, Marketing, Finance, HR, IT, vendors, and business leaders on workload impacts and workforce management technology • Translate workforce analytics into actionable staffing recommendations • Conduct scenario modeling and what-if analyses • Identify staffing gaps and recommend schedule realignments, hiring plans, shift bids, and resource optimization strategies • Lead or support initiatives improving productivity, cost efficiency, customer experience, and operational effectiveness • Serve as subject matter expert on staffing software • Support workforce planning during system outages or operational disruptions • Stay current on workforce management best practices, technology advancements, and industry trends

🎯 Requirements

• 5+ years of workforce management, workforce planning, capacity planning, or contact center analytics experience • Knowledge of contact center metrics • Strong attention to detail • Excellent listening, communication, and documentation skills • Proficiency in Microsoft Office Suite (Excel, Word, Outlook) • Strong analytical skills • Knowledge of regulatory compliance requirements in a sales environment • 5+ years WFM experience utilizing and implementing forecasting methodologies for contact centers with multi-skill and multi-channel complexity required • Experience developing long-range capacity plans • Experience presenting staffing recommendations to senior leadership • Advanced knowledge of and experience with QA tools such as NICE, Calabrio, Verint, or similar • Experience with AI tools such as Cresta AI, etc. • Proven success in analytics and creative problem-solving • Strong organizational skills and follow-through abilities • Ability to perform the physical and concentration requirements of the role • Must not currently require or potentially require employer-sponsored immigration support; AAA Life does not offer immigration sponsorship

🏖️ Benefits

• Remote work solution • Periodic travel to home office as business dictates (1-2 times per year) • Reasonable accommodation for otherwise qualified applicants as needed