Hybrid Workforce Management Analyst — Forecasting & Insights

DentaQuest; Wellesley (MA); Hybrid; USD 54,000 - 81,000; Full time

Job summary

Sun Life U.S. is seeking a Workforce Management Analyst to support day-to-day workforce planning across internal teams and BPO partners. You will maintain capacity models, analyze performance trends, and deliver data-driven recommendations to sustain service levels and improve vendor performance.

The role involves building reports, real-time monitoring, and collaboration with leadership and operations teams. The position supports a hybrid work model with in-office presence required.

Qualifications

• Bachelor’s degree or equivalent with 2+ years analyzing workforce data or 6+ years equivalent experience.
• Experience using workforce management software, specifically NICE/IEX.
• Strong communication and cross-functional collaboration skills.

Responsibilities

• Forecast contact volume, occupancy, adherence, and service levels in a multi-line-of-business contact center.
• Build reports and dashboards to analyze support volume trends and agent productivity.
• Maintain and update capacity models for internal teams and BPO partners.
• Provide data-driven recommendations to leadership with minimal oversight.
• Monitor real-time agent activity and ensure staffing coverage during scheduled hours.

Skills

Workforce analytics

NICE/IEX

Excel

PowerPoint

Communication

Cross-functional collaboration

Problem-solving

Forecasting

Real-time monitoring

Education

Bachelor’s degree

Tools

NICE/IEX

Job description

Sun Life U.S. is seeking a Workforce Management Analyst to support day-to-day workforce planning across internal teams and BPO partners. You will maintain capacity models, analyze performance trends, and deliver data-driven recommendations to sustain service levels and improve vendor performance.

The role involves building reports, real-time monitoring, and collaboration with leadership and operations teams. The position supports a hybrid work model with in-office presence required.