Strategic Workforce Forecasting Specialist

Securian Financial Group; United States; A distancia; USD 59.000 - 109.000; Jornada completa

Descripción de la vacante

Securian Financial Group is seeking a Workforce Forecasting Sr Analyst to understand contact center tools and leverage them for capacity planning and long-term forecasting. You will build forecasts, set staffing requirements, and optimize resource allocation while monitoring variances to shifts and KPIs.

The role emphasizes analytical rigor, strong Excel skills, and the ability to work independently in a fast-paced environment, collaborating with Ops Directors to align capacity with business

Formación

• Proven analytical skills with ability to analyze data and meet deadlines.
• Proficiency in Microsoft Excel and ability to analyze data.
• Strong interpersonal and written/verbal communication skills.

Responsabilidades

• Create short-term forecasts for scheduling shifts, breaks, overtime, and time off.
• Assess agent expectations and monitor volumes and handle times.
• Develop and implement omnichannel best practices and new workflows.
• Create new BI reports using diverse data sources to drive efficiency.

Conocimientos

Forecasting

Excel

Data analysis

Communication

Time management

Independent worker

Herramientas

CWPP Certification

BI reporting tools

Descripción del empleo

Securian Financial Group is seeking a Workforce Forecasting Sr Analyst to understand contact center tools and leverage them for capacity planning and long-term forecasting. You will build forecasts, set staffing requirements, and optimize resource allocation while monitoring variances to shifts and KPIs.

The role emphasizes analytical rigor, strong Excel skills, and the ability to work independently in a fast-paced environment, collaborating with Ops Directors to align capacity with business