Hybrid Workforce Planning Analyst

Sun Life Financial; Milwaukee (WI); Hybrid; USD 54,000 - 81,000; Full time

Benefits offered by this job

Vacation and sick time

Medical coverage

Life and AD&D insurance

Job summary

Sun Life U.S. is a leading benefits provider with a hybrid work model. The Workforce Management Analyst supports day-to-day forecasting, capacity planning, and performance analysis across internal FTEs and BPO partners.

This role builds reports, translates data into insights, and helps sustain service levels in a fast-paced contact center environment. The position collaborates with Supervisors, Managers, Operations, and Training to deliver reliable service, optimize schedules, and drive

Qualifications

• Bachelor’s degree and 2+ years of experience analyzing workforce data.
• Experience using workforce management software (NICE/IEX).
• Strong communication, analytical, and Microsoft Office skills.

Responsibilities

• Forecast staffing for multiple teams and maintain capacity models.
• Monitor real-time adherence and occupancy across shifts.
• Prepare business reviews and management reports for leadership.
• Collaborate with internal and external partners to align objectives.

Skills

Workforce data analysis

NICE/IEX

Forecasting

Analytical thinking

Cross-functional collaboration

Education

Bachelor’s degree

Tools

Excel

AWS

Job description

Sun Life U.S. is a leading benefits provider with a hybrid work model. The Workforce Management Analyst supports day-to-day forecasting, capacity planning, and performance analysis across internal FTEs and BPO partners.

This role builds reports, translates data into insights, and helps sustain service levels in a fast-paced contact center environment. The position collaborates with Supervisors, Managers, Operations, and Training to deliver reliable service, optimize schedules, and drive