Senior Workforce Forecast & Scheduling Lead

NBMBAA; 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

Job summary

Nationwide is seeking a Sr Analyst, Workforce Management to develop 2–4 week schedules and forecasts for assigned business units in a fast-paced contact center environment. You will analyze call volumes, staffing needs, and performance metrics to optimize capacity and productivity, while collaborating with multiple management levels.

This hybrid role requires coordination with Des Moines-area teams, training staff, and implementing scheduling strategies for events, holidays, and surge periods.

Qualifications

• Three years of experience in workforce forecasting, analyzing and/or capacity management in a contact center environment.
• Experience working in P&C servicing, processing, or underwriting operations and/or in Workforce Management is preferred.
• Knowledge of scheduling processes and related software.

Responsibilities

• Forecasts call/processing task arrival and builds staffing and scheduling plans to meet business goals for CAT, holidays and other events.
• Manages workflow automation software and prepares forecasts of contact center staffing daily, weekly, monthly and by priority.
• Schedules training, reschedules staff or reroutes calls/processing tasks to match customer call volumes.
• Builds and updates management system rules for recruitment of extra hours/time off and management of off-phone activities.

Skills

Forecasting

Scheduling

Workforce analytics

Capacity planning

Data analysis

Education

Bachelor's degree in business/quantitative field

Tools

GAX

IEX/i360

Job description

Nationwide is seeking a Sr Analyst, Workforce Management to develop 2–4 week schedules and forecasts for assigned business units in a fast-paced contact center environment. You will analyze call volumes, staffing needs, and performance metrics to optimize capacity and productivity, while collaborating with multiple management levels.

This hybrid role requires coordination with Des Moines-area teams, training staff, and implementing scheduling strategies for events, holidays, and surge periods.