Strategic Workforce Forecasting Lead

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

Benefits offered by this job

PTO

Nine company paid holidays

Health insurance

Pension plan

401(k)

Volunteer time

Associate Resource Groups

Job summary

Securian Financial is seeking a Workforce Forecasting Senior Analyst to understand contact center tools and how to leverage them for capacity planning and long-term staffing. The role supports the Senior Workforce Planner with short-term forecasting and analysis, building forecasts, and optimizing resource allocation to meet KPIs.

You will develop short-term strategies, align with Ops Directors on capacity, and contribute to omnichannel workforce optimization, with CWPP certification or

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.

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 models

Written & verbal communication

Job description

Securian Financial is seeking a Workforce Forecasting Senior Analyst to understand contact center tools and how to leverage them for capacity planning and long-term staffing. The role supports the Senior Workforce Planner with short-term forecasting and analysis, building forecasts, and optimizing resource allocation to meet KPIs.

You will develop short-term strategies, align with Ops Directors on capacity, and contribute to omnichannel workforce optimization, with CWPP certification or