Strategic Workforce Planner

DentaQuest; Hartford (CT); Hybrid; USD 48,000 - 81,000; Full time

Job summary

Sun Life U.S. is a leading benefits provider embracing a hybrid work model with in-office collaboration at least 2 days per week.

The Workforce Management Analyst supports day-to-day planning across internal teams and BPO partners, building capacity models and delivering data-driven insights to leadership in a fast-paced contact center environment. You will create reports, monitor performance, and collaborate with Supervisors, Managers, and Training to sustain service levels and improve vendor

Qualifications

• Bachelor’s degree and at least 2 years analyzing workforce data or at least 6 years of equivalent experience.
• Experience using workforce management software, specifically NICE/IEX.
• Strong problem-solving and analytical skills.
• Excellent verbal and written communication skills.

Responsibilities

• Forecast, intraday monitoring, scheduling, adherence for BPO and internal teams.
• Track performance metrics and prepare business review materials for vendors.
• Maintain capacity models and respond to ad hoc planning requests.
• Develop reports analyzing volume, productivity, staffing outcomes, and vendor performance.
• Translate data into actionable leadership insights and recommendations.

Skills

Analytical skills

Communication skills

Cross-functional collaboration

Problem-solving

Time management

Independence

Education

Bachelor’s degree

Tools

NICE/IEX

Microsoft Office

Job description

Sun Life U.S. is a leading benefits provider embracing a hybrid work model with in-office collaboration at least 2 days per week.

The Workforce Management Analyst supports day-to-day planning across internal teams and BPO partners, building capacity models and delivering data-driven insights to leadership in a fast-paced contact center environment. You will create reports, monitor performance, and collaborate with Supervisors, Managers, and Training to sustain service levels and improve vendor