At Horace Mann, we’re committed to supporting the educators and public servants who support our communities. As we scale our Contact Center capabilities, we’re searching for a Workforce Management (WFM) Analyst who is passionate about using data to drive efficiency, service quality, and strategic resource planning.
This role is key to keeping our Contact Centers operating at peak performance — ensuring the right people are in the right place at the right time.
About the Role
As our WFM Analyst you’ll be the strategic and operational heartbeat of our Workforce Management function, supporting both inbound and outbound Contact Centers. You’ll own everything from intraday staffing decisions to long-term forecasting and schedule optimization.
You’ll work closely with Contact Center leadership, front-line teams, and business partners to ensure we’re aligned, efficient, and delivering world-class service.
Key Responsibilities
- Oversee all aspects of Workforce Management (WFM) across multiple Contact Centers.
- Monitor and manage real-time staffing, call flow, and skill prioritization to ensure smooth operations.
- Proactively adjust intraday plans in response to unforeseen events to maintain service level goals.
- Analyze trends and provide data-driven recommendations to optimize scheduling and resource allocation.
- Create and manage forecasting models for contact volumes and staffing needs, considering seasonal shifts and business initiatives.
- Lead shift bid processes, ensuring fair and transparent communication.
- Works in collaboration with Contact Center leadership, managers, individual Contact Center representatives, and other business units as appropriate.
- Partner with leadership to improve team performance and Contact Center efficiency.
- Deliver training on workforce systems and best practices to agents, team leads, and cross-functional stakeholders.
- Maintain a pulse on real-time queue adherence, balancing service areas including voice, email, chat, and processing support.
Requirements
- H.S. Diploma or GED equivalent, required.
- Two years of college or equivalent business experience.
- Prior scheduling/workforce management experience, preferred.
- Experience with NICE EXL, preferred.
- Normal work environment.
- Deadlines and deliverables may extend beyond normal office hours.
- Requires organizational, time management, multi-tasking, and planning abilities.
- Requires strong communication skills with an emphasis on diplomacy.
Pay Range:
- $61,900.00 - $91,300.00/annually
Salary is commensurate to experience, location, etc.
Horace Mann was founded in 1945 by two Springfield, Illinois, teachers who saw a need for quality, affordable auto insurance for teachers. Since then, we’ve broadened our mission to helping all educators protect what they have today and prepare for a successful tomorrow. And with our broadened mission has come corporate growth: We serve more than 4,100 school districts nationwide, we’re publicly traded on the New York Stock Exchange (symbol: HMN) and we have more than $12 billion in assets.
We’re motivated by the fact that educators take care of our children’s future, and we believe they deserve someone to look after theirs. We help educators identify their financial goals and develop plans to achieve them. This includes insurance to protect what they have today and financial products to help them prepare for their future. Our tailored offerings include special rates and benefits for educators.
EOE/Minorities/Females/Veterans/Disabled. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status
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What We Do
Horace Mann was founded in 1945 by two educators in Springfield, Ill., who believed teachers deserved affordable auto insurance. Originally called the Illinois Education Association Mutual Insurance Company, our name was changed to honor the father of the American public education system, Horace Mann. We are proud to share his name.
At Horace Mann, the hard work, commitment and dedication of our employees are the foundation of our success. And today we are the largest, national multiline insurance company dedicated to serving America’s educators and their families.
Our purpose is to provide lifelong financial well-being for educators and their families through personalized service, advice, and a full range of tailored insurance and financial products. Through our professional agents and their staff, we offer insurance and financial products to the educational community across the United States.
