Sr. Workforce Analyst (Contact Center)

Assurant is seeking a Senior Workforce Analyst to work remotely from Home!

The Sr. Workforce Analyst plays a critical role in ensuring that Contact Center Operations for US Lifestyle and Global Housing consistently meet client contractual Service Level Agreements (SLAs). Sr. Workforce Analysts also serve as the enterprise hub for communication regarding Contact Center SLA-impacting systems issues and Business Continuity Planning (BCP) events. This role involves coordinating actions across Assurant and Vendor Partner sites to ensure SLAs are met, significantly impacting operational cost and efficiency in areas such as occupancy, overtime, and staffing.

The Sr. Workforce Analyst will also be responsible for adjusting enterprise-level (multi-site) intraday call volume, Average Handle Time (AHT), and staffing requirements (enterprise-level intraday forecasts). Additionally, they will provide critical status reports and communications to key stakeholders and ensure alignment on SLA priorities and strategies with Operational Partners. This position spans responsibilities across both the Lifestyle and Housing organizations.

Shift (4/10): Monday – Thursday 930am-730pm

On call rotation every 7 weeks

What will be my duties and responsibilities in this job?

Workload – 75%

• Serve as the 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 and plan appropriately across the enterprise.

• Monitor and analyze enterprise (multiple sites, including vendor) SLAs and staffing levels, making appropriate recommendations to ensure client contractual goals are met. Partner with vendor managers to communicate and escalate any vendor staffing issues or 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 levels are protected. This includes coordinating and communicating with vendor partners to secure special staffing adjustments and escalating critical concerns to key stakeholders.

• Proactively identify, coordinate, and communicate enterprise (multiple sites, including vendor partners) overtime and Voluntary Time Off (VTO) recommendations, including identifying contingency plans related to staffing and working with vendor partners and managers to implement.

• Explain and analyze real-time data versus forecast to ensure clarity and show the impact of trends, identifying and coordinating enterprise-level actions as needed.

• Complete, coordinate, and oversee complex ad hoc analysis of systems issues, BCP events, and daily enterprise contact center performance. Sr. Workforce Analysts analyze and solve complex and non-routine issues across the enterprise.

• Recommend and adjust staffing levels through overtime, VTO, and/or skilling recommendations.

• Make or recommend skilling and/or support adjustments in eGain to account for out-of-pattern days, days after holidays, outages, etc.

• Identify call volume trends and averages on an intraday, weekly, and monthly basis.

• Adjust (reforecast) enterprise-level intraday forecasts based on current trends and coordinate responses needed to achieve SLAs.

Reporting - 20%

• Manage and produce reports for Service Levels and Operational goals, including Service Level Impacting Systems Issues, Operational metrics (e.g., OT and VTO reports), Service Level Reports, Post Analysis Reports, etc.

Misc/Other – 5%

• Assist Supervisor/Manager and other staff in a broad range of assignments and analysis.

What are the requirements needed for this position?

• High School Diploma or GED

• 4+ years of experience in a contact center

• 3+ years of experience in a Workforce Management (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.)

What other skill or experience would be useful in this role? 

• Professional verbal and written communication skills

• Professional experience and aptitude to address escalated issues with positive outcomes

• Strong analytical, communication, and organizational skills

• Knowledge of Microsoft Office applications, particularly Excel

• Demonstrates reliability and strong customer service skills

• Ability to work well with frequent interruptions, deadlines, creative thinking, handling multiple projects simultaneously, and making decisions based on incomplete information

• Ability to work well with minimal supervision and with some latitude for self-directed action

• Experience with multiple WFM software products – Aspect, NICE preferred

• Experience with multiple ACD platforms (e.g., Avaya, Cisco, NICE, etc.)

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Pay Range:

Any posted pay range considers a wide range of compensation factors, including candidate background, experience and work location, while also allowing for salary growth within the position.

Expected application deadline is

If date is blank then this is a pipeline requisition, and we will continue to collect applications on an ongoing basis.

Helping People Thrive in a Connected World
Connect with us. Bring us your best work and your brightest ideas. And we’ll bring you a place where you can thrive. Learn more at jobs.assurant.com.

For U.S. benefit information, visit myassurantbenefits.com. For benefit information outside the U.S., please speak with your recruiter.

What’s the culture like at Assurant?
Our unique culture is a big reason why talented people choose Assurant. Named a Best/Great Place to Work in 13 countries and awarded the Fortune America’s Most Innovative Companies recognition in 2023, we bring together top talent around the world. Although we have a wide variety of skills and experiences, we share common characteristics that are uniquely Assurant. A passion for service. An ability to innovate in practical ways. And a willingness to take chances. We call our culture The Assurant Way.

Company Overview
Assurant is a leading global business services company that supports, protects, and connects major consumer purchases. A Fortune 500 company with a presence in 21 countries, Assurant supports the advancement of the connected world by partnering with the world’s leading brands to develop innovative solutions and deliver an enhanced customer experience through mobile device solutions, extended service contracts, vehicle protection services, renters insurance, lender-placed insurance products, and other specialty products.

Equal Opportunity Statement
Assurant is an Equal Employment Opportunity employer and does not use or consider race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by federal, state, or local law in employment decisions.