Strategic Workforce Forecasting Analyst

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

Benefits offered by this job

PTO program

Flexible PTO and Holidays

401(k) retirement plan

Health insurance

Volunteer time off

Associate Resource Groups

Job summary

Securian Financial Group is seeking a Workfore Forecasting Sr Analyst to support short-term forecasting, capacity planning, and workforce optimization for the contact center. You will build forecasts, establish staffing requirements, and develop BI reports to drive efficiency.

Responsibilities include creating short-term forecasts, analyzing interaction volumes, and implementing best practices in an omnichannel environment while collaborating with operations leadership.

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 at a time, and flexible to changing priorities.
• Strong interpersonal skills including excellent written and verbal communication skills.
• Fundamental understanding of forecasting models.
• Define short-term strategies and address immediate workforce needs using volume forecasts to create interval-level staff plans.
• Work closely with Ops Directors to ensure alignment on capacity and staffing strategies.
• Strategic mindset with focus on business need for short term capacity and staffing strategies.
• Must have at least 2 years' experience as a WFM Analyst Scheduler and Real-time role and CWPP Certification exams: Daily Staffing & Service Exam; Staffing and Scheduling Exam

Responsibilities

• 60% Create short-term forecasts to be used for determining scheduling of shifts, breaks, lunches, overtime, or time off.
• 10% Assess agent expectations in handling each type of interaction including creating new performance indicators to monitor volumes and handle times.
• 10% Determine new ways of working/best practices in an omnichannel environment.
• 20% Create new BI reporting to provide insights, leveraging new data sources and combined data sets to drive efficiencies.

Skills

Analytical skills

Excel

Data analysis

Forecasting

Communication

Time management

CWPP Certification exams

Strategic thinking

Cross-functional collaboration

Job description

Securian Financial Group is seeking a Workfore Forecasting Sr Analyst to support short-term forecasting, capacity planning, and workforce optimization for the contact center. You will build forecasts, establish staffing requirements, and develop BI reports to drive efficiency.

Responsibilities include creating short-term forecasts, analyzing interaction volumes, and implementing best practices in an omnichannel environment while collaborating with operations leadership.