Workforce Management Analyst Objective

To optimize staffing levels, streamline operations, and enhance Property/Casualty Customer Service’s (PCCS) effectiveness through data-driven workforce management strategies and solutions.

Workforce Management Analyst Responsibilities

Lead the design and maintenance of the PCCS Workforce Management (WFM) platform, specifically designed for forecasting and scheduling purposes.  Oversee the end-to-end process, from the creation and review to reporting, tracking, and adjustment of forecasts and schedules, ensuring optimal staffing and performance levels. Effectively communicate forecasts and recommendations to PCCS leadership ensuring alignment with organizational goals and objectives.

Develop and maintain both long- and short-term models of contact volume and handle time by leveraging historical business trends and real-time business insights. Conduct continuous analysis of available shift changes, staffing requirements, and time off allocations, incorporating historical call volume data and agent productivity data to ensure accurate forecasting and optimal resource allocations are met.

Investigate, interpret, and oversee department daily reports to ensure compliance with service standards in the PCCS department.  Formulate strategic recommendations derived from thorough analysis, data examination, and input from users and department management.

Maintain an understanding of initiatives affecting the PCCS teams’ workload and make necessary adjustments. Apply effective workforce theories to address daily business challenges, achieving a balance between service levels, utilization, and occupancy for optimal efficiency.

Workforce Management Analyst Qualifications

Required

Bachelor’s degree in business, insurance, or computer science required, or equivalent experience may be considered.

One to two years of experience in the insurance industry or related field required.

Three to five years of experience in planning, analysis, design, testing, and troubleshooting of processing systems and management reporting systems required.

Three to five years of experience with workforce management activities required, preferably in a call center.

Willingness to pursue continuing job-related training and education required.

Must be passionate about contributing to an organization focused on continuously improving customer experiences.

Preferred

Technical background and experience within Farm Bureau system preferred.

Experience working in small-to-medium sized projects preferred.

Experience in process improvement preferred.

Note: Farm Bureau offers a full benefit package including medical, dental, vision, and 401K.

PM19