Hybrid Workforce Forecasting Analyst

DentaQuest; Milwaukee (WI); Hybrid; USD 54,000 - 81,000; Full time

Job summary

Sun Life U.S. is a hybrid employer seeking a Workforce Management Analyst to support day-to-day planning across internal FTEs and BPOs.

You will build capacity models, analyze performance trends, and deliver data-driven recommendations to sustain service levels and improve vendor performance. You will develop reports, manage schedules, and partner with leadership to address capacity needs for new business launches while ensuring a consistent customer experience in a fast-paced contact center

Qualifications

• Bachelor’s degree and at least 2 years of experience analyzing workforce data and making staffing or scheduling recommendations; or at least 6 years of equivalent experience.
• Experience using workforce management software, specifically NICE/IEX.
• Ability to apply creative problem-solving techniques to operational challenges.
• Excellent verbal and written communication skills, including the ability to communicate effectively, tactfully, and courteously.
• Strong knowledge of Microsoft Office products, including Word, Excel, PowerPoint, Access, and Edge.
• Experience working cross-functionally with multiple groups toward a common goal.
• Self-motivated, enthusiastic, creative, and analytical, with strong problem-solving skills.
• Excellent interpersonal skills and strong time management abilities.
• Strong organizational skills, including the ability to prioritize work efficiently.
• Ability to take initiative and manage multiple tasks simultaneously while working efficiently, effectively, and independently with minimal supervision in a fast-paced, customer-focused environment.
• Flexibility to work varied hours and be available as required by business operations.
• Strong analytical skills.
• Strong attention to detail and accuracy.
• Ability to reflect and support the goals and philosophy of the company.
• Ability to attend additional training as requested or deemed necessary.
• Ability to work 7 am - 7 pm CST (and occasional off hours including weekends).

Responsibilities

• Apply advanced workforce management knowledge in forecasting, BPO performance management, real-time intraday monitoring, scheduling, adherence, and off-phone activity planning.
• Support operational management of BPO partner relationships by tracking performance metrics, preparing business review materials, and providing supporting analysis.
• Maintain and update workforce capacity models to support routine and ad hoc capacity planning requests across BPO and internal FTE teams.
• Develop and maintain reports to analyze support volume trends, agent productivity, staffing vendor performance, and operational outcomes.
• Translate workforce data into clear, data-informed recommendations for leadership with minimal oversight.
• Partner with leadership on short- and long-term capacity needs, including staffing scenarios for new business launches and tradeoff analysis between internal FTE headcount and BPO scope.
• Identify operational inefficiencies and recommend improvements to key performance metrics, including service level, average handle time, occupancy, adherence, and forecast accuracy.
• Monitor real-time adherence to ensure BPO, outsourcer, and internal agents are available during scheduled phone hours, including breaks, lunches, meetings, and other scheduled activities.
• Forecast contact volume, training sessions, team and project work, paid time off, personal leave, and other factors to determine adequate staffing coverage and consistent customer support levels.
• Manage and monitor scheduled and unscheduled paid time off requests and update staffing plans in real time.
• Use workforce management software, call center operations knowledge, and contact center KPIs to support a multi-line-of-business environment.
• Communicate proactively with internal and external partners to track operational progress, resolve issues, and support business objectives.
• Serve as a liaison between department leadership, internal teams, and external partners to support issue resolution and operational alignment.
• Generate and communicate off-phone activity reports, staffing updates, performance measures, and call statistics to appropriate members of management.
• Build effective working relationships with internal and external resources to gain cooperation and support departmental and business objectives.
• Develop reports, maintain spreadsheets, identify trends, and work with management to address operational issues.
• Maintain direct partnerships with Customer Service Managers, Supervisors, and Customer Service Representatives to support an employee-friendly environment.
• Recommend and implement staffing, schedule, and shift changes based on volume trends and call traffic.
• Perform other duties as assigned.

Skills

Communication

Cross-functional collaboration

Problem solving

Time management

Attention to detail

initiative

Education

Bachelor’s degree or 6 years equivalent experience

Tools

NICE/IEX

Job description

Sun Life U.S. is a hybrid employer seeking a Workforce Management Analyst to support day-to-day planning across internal FTEs and BPOs.

You will build capacity models, analyze performance trends, and deliver data-driven recommendations to sustain service levels and improve vendor performance. You will develop reports, manage schedules, and partner with leadership to address capacity needs for new business launches while ensuring a consistent customer experience in a fast-paced contact center