The Sr. Workforce Analyst plays a critical role in ensuring Contact Center Operations for US Lifestyle and Global Housing can consistently meet client contractual Service Level Agreements (SLAs). Sr. Workforce Analysts comprise the enterprise hub for communication of Contact Center SLA impacting systems issues and BCP events as well as coordinating actions across Assurant and Vendor Partner sites to ensure SLAs can be met. Sr. Workforce Analysts communicate high-level critical information to key stakeholders at all levels of leadership including VPs and above. This position substantially affects operational cost and efficiency, spanning areas like occupancy, overtime, and staffing. The Sr. Workforce Analyst will also adjust enterprise level (multi-site) intraday call volume, AHT, and staffing requirements (enterprise level intraday forecasts), provide critical status reports and communications to key stakeholders, and ensure alignment on SLA priorities and strategy with Operational Partners. This position has responsibility across both the Lifestyle and Housing organizations and requires the highest level of WFM analysis and expertise.

• Workload – 75%
  • 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.
  • Participate in troubleshooting and provide summary analysis and emergency communications related to major systems issues that impact enterprise SLAs.
  • 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. Engage stakeholders and escalate high impact issues with the appropriate level of urgency.
  • Complete complex ad hoc analysis of systems issues, BCP events, and daily enterprise contact center performance and provide recommendations to improve. (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.
  • Provide oversight of and make recommendations for skilling and/or support adjustments as needed to account for out of pattern days, days after holidays, outages, etc.
  • Identify call volume trends and averages on an intraday, weekly, monthly, basis. Proactively recommend and implement strategies to ensure KPI are met.
  • Proactively adjust (reforecast) enterprise level intraday forecasts based on current trending and coordinate responses needed to achieve SLAs. Communicate changes in strategy and staffing impacts to sites and key stakeholders across the enterprise.
  • Assist/communicate with Intraday & Scheduling analysts related to site-level analysis and recommendations for actions as they relate to enterprise level staffing.

• Reporting - 20%
  • 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.

• Misc/Other – 5%
  • Assists Supervisor/Manager and other staff in a broad range of assignments and analysis.