Hybrid Workforce Management Analyst

Sun Life; Hartford (CT); Hybrid; USD 54,000 - 81,000; Full time

Benefits offered by this job

Generous vacation time

Paid family leave

Medical coverage

401(k) match

Stock purchase options

Job summary

Sun Life U.S. embraces a hybrid work model that balances in-office collaboration with the flexibility of virtual work. Our team members are expected to be in the office at least 2 days per week to foster connection and maintain service levels.

The Workforce Management Analyst supports day-to-day capacity planning and operational execution across internal FTE teams and BPO partners. You will build capacity models, respond to ad hoc planning requests, analyze performance trends, and provide

Qualifications

• Analyze workforce data and make staffing or scheduling recommendations.
• Forecast contact volume and staffing needs.
• Prepare business review materials and insights.
• Maintain capacity models for BPO and internal teams.
• Generate reports and dashboards for leadership.

Responsibilities

• Forecast capacity, training sessions, and staffing needs for multiple teams.
• Monitor real-time adherence and occupancy in a fast-paced contact center.
• Develop reports to analyze volume trends and performance metrics.
• Translate data into actionable recommendations for leadership.
• Collaborate with internal and external partners to align on staffing.

Skills

Workforce data analysis

Forecasting

Staffing optimization

Cross-functional teamwork

Communication

Problem solving

Time management

Attention to detail

Adaptability

Education

Bachelor's degree

Tools

NICE/IEX

Job description

Sun Life U.S. embraces a hybrid work model that balances in-office collaboration with the flexibility of virtual work. Our team members are expected to be in the office at least 2 days per week to foster connection and maintain service levels.

The Workforce Management Analyst supports day-to-day capacity planning and operational execution across internal FTE teams and BPO partners. You will build capacity models, respond to ad hoc planning requests, analyze performance trends, and provide