Hybrid Workforce Planning Analyst

Sun Life; Kansas City (MO); Hybrid; USD 54,000 - 81,000; Full time

Benefits offered by this job

Generous vacation & sick time

Parental leave

Medical coverage

Life insurance

Disability programs

401(k) match

Stock purchase plan

Job summary

Sun Life U.S. is a leading benefits provider with a hybrid work model, requiring presence in the office at least 2 days per week.

We are seeking a Workforce Management Analyst to support day-to-day planning across internal and BPO teams, maintaining capacity models, and delivering data-driven insights that sustain service levels and improve vendor performance. You will build reports, analyze trends, and translate data into actionable recommendations for leadership, while coordinating with

Qualifications

• Bachelor's degree and at least 2 years of experience analyzing workforce data and making staffing or scheduling recommendations; or at least 6 years of equivalent experience.
• Experience using workforce management software, specifically NICE/IEX.
• Ability to apply creative problem-solving techniques to operational challenges.

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.
• 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 monitorscheduled 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 reports, staffing updates, performance measures, and call statistics to appropriate members of management.
• Build effective working relationships with internal and external resources to gain cooperation and support departmental and business objectives.
• Develop reports, maintain spreadsheets, identify trends, and work with management to address operational issues.
• Maintain direct partnerships with Customer Service Managers, Supervisors, and Customer Service Representatives to support an employee-friendly environment.
• Recommend and implement staffing, schedule, and shift changes based on volume trends and call traffic.
• Perform other duties as assigned.

Skills

NICE/IEX

Verbal communication

Written communication

Analytical skills

Cross-functional collaboration

Problem-solving

Time management

Education

Bachelor's degree

Tools

Microsoft Office

Job description

Sun Life U.S. is a leading benefits provider with a hybrid work model, requiring presence in the office at least 2 days per week.

We are seeking a Workforce Management Analyst to support day-to-day planning across internal and BPO teams, maintaining capacity models, and delivering data-driven insights that sustain service levels and improve vendor performance. You will build reports, analyze trends, and translate data into actionable recommendations for leadership, while coordinating with