Senior Forecasting & Scheduling Analyst

Nationwide Mutual Insurance Company; Des Moines (IA); Hybrid; USD 55,000 - 102,000; Full time

Benefits offered by this job

Medical/dental/vision

Life insurance

Disability coverage

Paid time off

Nine paid holidays

401(k) with company match

Pension plan

Business casual

Job summary

Nationwide is seeking a Senior Analyst, Workforce Management to help align staffing with call center demand in a hybrid Des Moines office. You will forecast volume, develop 2–4 week schedules, and coordinate skilling across multi-skill teams, ensuring optimal coverage for peak periods and special events.

The role requires three years in workforce forecasting or capacity management in a contact center setting, with strong analytical and communication skills.

Qualifications

• Undergraduate studies in a business or quantitative field preferred.
• Three years of experience in workforce forecasting, analyzing and/or capacity management contact center environment.
• Knowledge of contact center operations and scheduling software.

Responsibilities

• Forecasts staffing to meet goals for CAT, holidays and events.
• Develops staffing plans using management and scheduling tools.
• Schedules training and reallocates resources to match call volumes.
• Builds and maintains agent skilling in GAX and IEX/i360.
• Makes recommendations for cross-training and overtime needs.

Skills

Forecasting

Capacity management

Data analysis

Communication skills

Education

Undergraduate studies in business/quantitative field

Job description

Nationwide is seeking a Senior Analyst, Workforce Management to help align staffing with call center demand in a hybrid Des Moines office. You will forecast volume, develop 2–4 week schedules, and coordinate skilling across multi-skill teams, ensuring optimal coverage for peak periods and special events.

The role requires three years in workforce forecasting or capacity management in a contact center setting, with strong analytical and communication skills.