Hybrid Workforce Management Analyst — Forecasting & Insights

DentaQuest; Portland (OR); Hybrid; USD 54,000 - 81,000; Full time

Benefits offered by this job

401(k) match

Stock purchase options

Paid time off

Job summary

Sun Life U.S. is seeking a Workforce Management Analyst to support day-to-day planning across internal teams and BPO partners in a fast-paced contact center. You will build reports, analyze trends, and translate data into actionable insights for leadership, while coordinating schedules, training, and real-time monitoring to ensure service levels.

Hybrid working model with in-office presence; strong collaboration and communication are essential for success in this role.

Qualifications

• Bachelor's degree required; 2+ years analyzing workforce data or 6+ years equivalent experience.
• Experience with NICE/IEX workforce management software.
• Strong data analysis and problem-solving abilities.
• Excellent written and verbal communication; cross-functional collaboration.

Responsibilities

• Forecast contact volume and capacity for internal and BPO teams; support intraday monitoring and scheduling.
• Develop and maintain reports on volume trends, agent productivity, and staffing performance.
• Translate data into actionable leadership recommendations with minimal supervision.
• Coordinate with supervisors and training to support real-time operations and service levels.
• Identify inefficiencies and propose improvements to key metrics like occupancy and forecast accuracy.

Skills

Analytical thinking

Cross-functional teamwork

Communication skills

Problem solving

Time management

Education

Bachelor's degree in related field

Tools

NICE/IEX

Excel

PowerPoint

AWS

Job description

Sun Life U.S. is seeking a Workforce Management Analyst to support day-to-day planning across internal teams and BPO partners in a fast-paced contact center. You will build reports, analyze trends, and translate data into actionable insights for leadership, while coordinating schedules, training, and real-time monitoring to ensure service levels.

Hybrid working model with in-office presence; strong collaboration and communication are essential for success in this role.