Hybrid Workforce Forecasting & Optimization Analyst

sunlife; United States; Hybrid; USD 75,000 - 95,000; Full time

Job summary

Sun Life U.S. embraces a hybrid work model balancing in-office collaboration with virtual work.

Our team values connection and teamwork, with presence in the office at least 2 days per week. The Workforce Management Analyst supports day-to-day planning across internal FTE teams and BPO partners, maintains capacity models, analyzes performance trends, and provides data-driven recommendations to sustain service levels.

Responsibilities

• Apply advanced workforce management knowledge in forecasting, BPO performance management, real-time intraday monitoring, scheduling, adherence, and off-phone activity planning, including team meetings, supervisor coaching, training, and project work.
• 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.
• Support expansion of workforce management practices across additional Support Services teams.
• 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 rep

Job description

Sun Life U.S. embraces a hybrid work model balancing in-office collaboration with virtual work.

Our team values connection and teamwork, with presence in the office at least 2 days per week. The Workforce Management Analyst supports day-to-day planning across internal FTE teams and BPO partners, maintains capacity models, analyzes performance trends, and provides data-driven recommendations to sustain service levels.