Real-Time Workforce Analytics Analyst

Farm Bureau Financial Services; West Des Moines (IA); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

401k with match

Health, dental, vision

Life and disability insurance

Paid time off

Onsite wellness facility

Daycare

Cafeteria

Job summary

Farm Bureau Financial Services is seeking a Workforce Management Analyst to analyze intra-day contact volume data and support Call Center leadership in optimizing resources. You will monitor service levels and adjust schedules in real time to hit KPIs, while building dashboards and reports that translate data into actionable insights.

The role requires a college degree with relevant experience and proficiency in Access/Excel Power Pivot/Power BI, with exposure to Workforce Management systems.

Qualifications

• College degree (Statistics, Mathematics, Economics, or Business) or equivalent with relevant experience.
• Experience in qualitative and quantitative survey and database research is preferred.
• Proficiency with Microsoft Access, Excel Power Pivot, and Power BI; familiarity with Workforce Management systems (e.g., NICE).
• Ability to learn/apply new software and analyze data to report results.

Responsibilities

• Analyze intra-day contact volume data and support Call Center management for resource optimization.
• Monitor daily/hourly service levels and adjust schedules in real time to meet KPIs.
• Develop accurate schedules and create dashboards and reports for decision makers.
• Build and refine reporting visualizations to communicate key business metrics.
• Produce project conclusions and implications presentations for stakeholders.

Skills

Data analysis

Workforce management

Communication

Excel

Education

College degree (Statistics/Mathematics/Economics/Business)

Tools

Microsoft Access

Power Pivot

Power BI

Job description

Farm Bureau Financial Services is seeking a Workforce Management Analyst to analyze intra-day contact volume data and support Call Center leadership in optimizing resources. You will monitor service levels and adjust schedules in real time to hit KPIs, while building dashboards and reports that translate data into actionable insights.

The role requires a college degree with relevant experience and proficiency in Access/Excel Power Pivot/Power BI, with exposure to Workforce Management systems.