Senior Workforce Forecasting & Capacity Analyst

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

Benefits offered by this job

Health insurance

Paid Time Off (PTO)

9 company paid holidays

401(k) retirement plan

Job summary

Securian Financial is seeking a Workforce Forecasting Sr Analyst in Saint Paul, MN, to translate contact center demand into actionable staffing plans. You will build short-term forecasts, monitor performance, and create metrics across an omnichannel environment, leveraging BI reporting to drive efficiency.

The role requires strong Excel skills, analytical ability, and the CWPP certification path. You will collaborate with Ops Directors to align capacity with business needs and manage competing

Qualifications

• Analytical skills and Excel proficiency required for forecasting.
• Experience with forecasting models and staffing analytics.
• Ability to deliver high-quality results under tight deadlines.
• CWPP exams completed or in progress as listed in qualifications.

Responsibilities

• Create short-term forecasts to inform shift scheduling, breaks, overtime, and time off.
• Assess agent expectations and monitor volumes, handle times, and KPIs.
• Identify new working approaches in an omnichannel environment.
• Develop BI reports using new data sources and integrated datasets to drive efficiency.

Skills

Analytical skills

Excel proficiency

Forecasting models

Deadline-driven

Independent work

Strong communication

Cross-functional collaboration

Education

CWPP Certification: Daily Staffing & Service Exam

CWPP Certification: Staffing & Scheduling Exam

Job description

Securian Financial is seeking a Workforce Forecasting Sr Analyst in Saint Paul, MN, to translate contact center demand into actionable staffing plans. You will build short-term forecasts, monitor performance, and create metrics across an omnichannel environment, leveraging BI reporting to drive efficiency.

The role requires strong Excel skills, analytical ability, and the CWPP certification path. You will collaborate with Ops Directors to align capacity with business needs and manage competing