Senior Workforce Forecasting Analyst

Securian; Saint Paul (MN); On-site; USD 59,000 - 109,000; Full time

Benefits offered by this job

Paid time off

Parental leave

Nine company paid holidays

401(k) retirement plan

Pension plan

Health insurance

Volunteer time

Associate Resource Groups

Job summary

Securian Financial is seeking a Workforce Forecasting Sr Analyst to understand contact center tools and leverage them for day-to-day and long-term capacity planning.

Responsibilities include short-term forecasting, analyzing inbound/outbound demand, building forecasts, and optimizing resource allocation while monitoring KPIs. The role emphasizes BI reporting, data integration, and collaboration with Ops Directors for capacity strategy.

Qualifications

• Proven analytical skills.
• Proficiency in Microsoft Excel and ability to analyze data.
• Ability to meet tight deadlines with focus on quality, results, and timely delivery.
• Ability to work independently, effectively manage several competing priorities, and adapt to changing priorities.
• Strong interpersonal skills including written and verbal communication.

Responsibilities

• Create short-term forecasts to determine scheduling of shifts, breaks, lunches, overtime, or time off.
• Assess agent expectations in handling interactions and monitor volumes and handle times.
• Determine new ways of working and best practices in an omnichannel environment.
• Create new BI reporting to provide insights using new data sources and blended data sets.

Skills

Analytical skills

Excel proficiency

Deadline-driven

Independent work

Interpersonal skills

Forecasting models

Staffing strategies

CWPP exam readiness

Tools

Microsoft Excel

Job description

Securian Financial is seeking a Workforce Forecasting Sr Analyst to understand contact center tools and leverage them for day-to-day and long-term capacity planning.

Responsibilities include short-term forecasting, analyzing inbound/outbound demand, building forecasts, and optimizing resource allocation while monitoring KPIs. The role emphasizes BI reporting, data integration, and collaboration with Ops Directors for capacity strategy.