Hybrid Workforce Forecasting & Analytics Lead

Sun Life Financial; Northern (KY); Hybrid; USD 54,000 - 81,000; Full time

Benefits offered by this job

Generous vacation & sick time

Paid family leave

Medical coverage

Life and AD&D insurance

401(k) matching

Sabbatical program

Job summary

Sun Life U.S. is hiring a Workforce Management Analyst to support day-to-day planning across internal teams and BPO partners. You will maintain capacity models, respond to planning requests, and provide data-driven recommendations to sustain service levels and vendor performance.

You will build reports, analyze trends, manage schedules and training activities, and support real-time agent activity monitoring in a fast-paced contact center.

Qualifications

• Bachelor's degree required or equivalent experience.
• 2+ years analyzing workforce data and making staffing recommendations (or 6+ years equivalent).
• Experience with NICE/IEX workforce management software.
• Strong analytical, communication, and cross-functional collaboration skills.

Responsibilities

• Forecast staffing and capacity needs across internal and vendor teams.
• Develop and maintain workforce reports and dashboards.
• Translate data into actionable insights for leadership.
• Monitor real-time adherence, occupancy, and forecast accuracy in a multi-site environment.

Skills

Analytical skills

Communication skills

Time management

Problem-solving

Self-motivated

Education

Bachelor's degree

Tools

NICE/IEX

Microsoft Office

Excel

Job description

Sun Life U.S. is hiring a Workforce Management Analyst to support day-to-day planning across internal teams and BPO partners. You will maintain capacity models, respond to planning requests, and provide data-driven recommendations to sustain service levels and vendor performance.

You will build reports, analyze trends, manage schedules and training activities, and support real-time agent activity monitoring in a fast-paced contact center.