Senior Workforce Analyst

Assurant, Inc.

Job Overview

Location

Canada Virtual

Job Type

Full-time

Full Job Description

📋 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. 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 VTO recommendations. Includes identifying contingency plans related to staffing and working with vendor partners and managers to implement.
• Explain and analyze real time data vs forecast to ensure clarity and show the impact of trends, identify and coordinate enterprise level actions as needed.
• Completion, coordination, and oversight of 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 E-gain to account for out of pattern days, days after holidays, outages, etc.
• Identify call volume trends and averages on an intraday, weekly, monthly, basis.
• 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 Impacting Systems Issues, Operational metrics (e.g. OT and VTO reports), Service Level Reports, Post Analysis Reports, etc.
• Assists Supervisor/Manager and other staff in a broad range of assignments and analysis.

🎯 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

• Competitive salary
• Comprehensive benefits package
• Opportunities for career growth and professional development
• Collaborative and dynamic work environment
• Recognition and rewards for outstanding performance

Skills & Technologies

Senior

Remote

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Assurant, Inc.

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About Assurant, Inc.

Assurant, Inc. is a global provider of risk management products and services, headquartered in New York. The company offers extended service contracts, vehicle protection, pre-funded funeral insurance, renters insurance, lender-placed homeowners insurance, and other specialty property and casualty coverage. It partners with lenders, manufacturers, mobile carriers, funeral homes, and property managers to distribute its products primarily in North America, Latin America, and Europe. Founded in 1892 and publicly traded on the NYSE, Assurant focuses on supporting consumer purchases of homes, vehicles, mobile devices, and appliances through underwriting, claims administration, and customer support services.

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