Workforce Management Analyst

You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.

This role must have demonstrated proficiency and proven competencies in workforce management functions: forecasting, capacity planning, scheduling, real-time management and reporting, to ensure that we have the resources required at the right time to meet the desired service goals, enabling an exceptional client experience. The role is also responsible for analyzing voice data and making recommendations to an improve interactive voice response menu and processes. The role will partner with the Leadership team to understand needs and support resourcing plans to successfully meet service levels to optimize performance.

Preferred skills

• Prior Workforce Management Experience with proven success in supporting forecasting, capacity planning, scheduling, real-time management and reporting
• Ability to work cross functionally and collaborate effectively with business partners
• Proven success influencing others
• Strong communication and interpersonal skills
• Ability to manage competing priorities, work effectively and independently within time constraints along with addressing a wide range of problem-solving situations that require immediate real-time intervention.
• Detailed oriented with strong organizational skills
• Superior analytic and accuracy skills – ability to work with large data sets from multiple sources
• Understand and adhere to confidentiality requirements in relation to team member information
• Excellent presentation skills – present analyses/findings in a compelling manner
• Insurance and/or business specific knowledge/experience a plus
• Ability to work in a fast-paced environment
• Strong knowledge of Microsoft applications
• Supports and participates in a collaborative team-oriented environment.

Qualifications

• BA/BS degree or equivalent
• 3+ years of Workforce Management preferred
• Knowledge of the insurance or financial services industry preferred
• Deep understanding of call center operations, terminology and industry trends preferred
• Experience with cloud based artificial analysis and machine learning platforms preferred
• Experience utilizing workforce management software and tools to enhance efficiency and accuracy in scheduling and reporting preferred

Responsibilities

• Forecasting for Contact Center and Telephonic Intake utilizing historic data, seasonality, hiring and projected client volumes/behaviors. Forecasting for other teams or departments as needed.
• Capacity planning to ensure appropriate resources to meet required internal goals as well as carrier partner service level agreements
• Daily and Weekly Scheduling to allow adequate time to support training, meetings, 1:1s, team meetings, and other activities while maintaining service levels and optimization of agents to business rules.
• Real-time management, including guidance to management or appropriate others when modification of employee work assignments are needed to support call volumes along with routing calls by client profiles.
• Acting in a consultative capacity, analyzing historical trends, factoring in strategic initiatives and providing required resource levels to the business areas
• Supports ad hoc data and analysis requests
• Design, prepare and publish monthly, weekly and adhoc reports as necessary including key business metric reports, performance reports and dashboards with consistency and accuracy.
• Ensure high standard of customer service through real-time monitoring of Activity Dashboards, adherence to schedules and queues.
• Continuously review existing processes and research new ones for possible automation improvements and enhancements.

What is in it for you?

Do you see yourself in this role even if you haven’t checked all the boxes above? We welcome all talented candidates and are committed to a culture that represents diversity in all forms. If you think you might thrive in this setting, we would love to hear from you. 

Not ready to apply yet but want to stay in touch? Join our talent community to stay connected until the time is right for you! 

Life is brighter when you work at Sun Life 

• Excellent benefits and wellness programs to support the three pillars of your well-being – mental, physical, and financial – including generous vacation and sick time, market-leading paid family, parental and adoption leave, a partially-paid sabbatical program, medical plans, company paid life and AD&D insurance as well as disability programs and more 
• Retirement and Stock Purchase programs to help build and enhance your future financial security including a 401(k) plan with an employer-paid match as well as an employer-funded retirement account
• A flexible work environment with a friendly, caring, collaborative and inclusive culture
• Great Place to Work® Certified in Canada and the U.S.
• Named as a “Top 10” employer by the Boston Globe's “Top Places to Work” two years running 

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. 

If you are a California resident, the salary range for this position is:

• Southern California region: $55,500 $83,300
• Central California region: $min - $58,600 $87,900
• Northern California region: $min - $62,600 93,900

If you are a Minnesota, Colorado or Nevada resident, the salary range for this position is $53,000- $79,500 annually 

If you are a Illinois, Connecticut or Maryland resident, the salary range for this position is $ 55,500 $83,300 annually 

If you are Washington, Washington D.C., and Rhode Island resident, the salary range for this position is $ 58,600 $87,900 annually 

If you are a New York resident, the salary range for this position is $ 62,600 93,900 annually 

We consider various factors in determining actual pay including your skills, qualifications, and experience. In addition to salary, this position is eligible for incentive awards based on individual and business performance as well as a broad range of competitive benefits. 

Sun Life Financial is a leading provider of group insurance benefits in the U.S., helping people protect what they love about their lives. More than just a name, Sun Life symbolizes our brand promise of making life brighter -for our customers, partners, and communities. Join our talented, diverse workforce and launch a rewarding career. Visit us at www.sunlife.com/us to learn more. 

At Sun Life we strive to create a flexible work environment where our employees are empowered to do their best work. Several flexible work options are available and can be discussed throughout the selection process depending on the role requirements and individual needs.

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Our Affirmative Action Program affirms our commitment to make reasonable accommodation to the known physical or mental limitation of otherwise-qualified individuals with disabilities or special disabled veterans, unless the accommodation would impose an undue hardship on the operation of our business. Please email [email protected] to request an accommodation.

At Sun Life we strive to create a flexible work environment where our employees are empowered to do their best work. Several flexible work options are available and can be discussed throughout the selection process depending on the role requirements and individual needs.

Customer Service / Operations

24/11/2024

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.