Hybrid Workforce Planning and Forecasting Analyst

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

Benefits offered by this job

Vacation and sick time

Family leave

Medical coverage

Life and AD&D insurance

Disability programs

Sabbatical program

401(k) match

Stock purchase options

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 in a hybrid setup. You will build capacity models, analyze performance trends, and translate data into actionable insights for leadership to sustain service levels.

The role emphasizes intraday monitoring, scheduling, and collaboration with Operations leadership and Training to ensure a reliable customer experience.

Qualifications

• Bachelor's degree and 2+ years analyzing workforce data, or 6+ years equivalent experience.
• Experience using NICE/IEX workforce management software.
• Strong communication and cross-functional collaboration.
• Proficient in Microsoft Office (Word/Excel/PowerPoint/Access/Edge).
• Ability to work flexible hours in a fast-paced environment.

Responsibilities

• Forecast workload across BPO and internal teams and manage intraday scheduling.
• Track performance metrics and support business reviews.
• Develop and maintain capacity models and reports.
• Provide data-driven recommendations to leadership.

Skills

Forecasting

Workforce management

Data analysis

Communication

Cross-functional collaboration

Problem solving

Time management

Attention to detail

Adaptability

Education

Bachelor's degree

6+ years equivalent experience

Tools

NICE/IEX

Microsoft Excel

PowerPoint

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 in a hybrid setup. You will build capacity models, analyze performance trends, and translate data into actionable insights for leadership to sustain service levels.

The role emphasizes intraday monitoring, scheduling, and collaboration with Operations leadership and Training to ensure a reliable customer experience.