Hybrid Strategic Workforce Management Analyst

Sun Life; Wellesley (MA); Hybrid; USD 54,000 - 81,000; Full time

Benefits offered by this job

Vacation and sick time

401(k) match

Stock purchase options

Disability programs

Job summary

Sun Life embraces a hybrid work model balancing in-office collaboration with virtual work. Team members are expected to be in the office at least 2 days per week.

The Workforce Management Analyst will support day-to-day capacity planning across internal FTE teams and BPO partners, building models, reporting, and providing data-driven insights to sustain service levels and improve performance in a fast-paced contact center environment.

Qualifications

• Bachelor's degree and 2+ years analyzing workforce data or 6+ years equivalent.
• Experience using NICE/IEX workforce management software.
• Strong communication and collaboration across teams.
• Advanced MS Office skills (Word, Excel, PowerPoint, Access, Edge).

Responsibilities

• Forecast volume and staffing for multiple business lines and partners.
• Maintain capacity models for BPO and internal teams.
• Develop reports analyzing support volume, agent productivity, and vendor performance.
• Translate data into actionable leadership recommendations.
• Monitor real-time adherence and occupancy in a fast-paced environment.

Skills

Workforce management

Forecasting

Data analysis

Excel

Communication

Cross-functional collaboration

Problem solving

Attention to detail

Time management

Adaptability

Education

Bachelor's degree in a related field

Tools

NICE/IEX

Job description

Sun Life embraces a hybrid work model balancing in-office collaboration with virtual work. Team members are expected to be in the office at least 2 days per week.

The Workforce Management Analyst will support day-to-day capacity planning across internal FTE teams and BPO partners, building models, reporting, and providing data-driven insights to sustain service levels and improve performance in a fast-paced contact center environment.