Workforce Analytics & Forecasting Analyst

Unum; Portland (ME); On-site; USD 64,000 - 120,000; Full time

Benefits offered by this job

Award-winning culture

Generous PTO

401(k) employer match

Mental health support

Job summary

Unum in Portland, ME is seeking a Workforce Management Analyst II to translate customer needs into reporting solutions and deliver data-driven insights across Benefit Operations management. The role offers high visibility and opportunities to collaborate with cross-functional teams and senior leadership.

Responsibilities include developing analytical tools, forecasting inputs for staffing, and mentoring junior analysts.

Qualifications

• Bachelor's degree or equivalent knowledge and skills obtained through education, training and experience.
• 4+ years of experience in Data Analytics or equivalent relevant experience.
• Strong Analytical, Math, Reasoning and Investigative skills.
• Strong attention to Detail/Process with strategic thinking and planning skills.
• Ability to work with Business Intelligence databases (i.e. SQL, SAS, Informix, Cognos) and pull data from various sources
• Demonstrated knowledge and understanding of key business performance metrics such as service level, AHT, adherence, etc.
• Excellent interpersonal skills including strong listening, written and verbal communication, with ability to clearly and professionally communicate with others.

Responsibilities

• Translate needs of customers into reporting solutions, with minimal guidance from manager.
• Translates complex data from numerous information sources into actionable information.
• Execute on high profile analysis and deliver data stories across business groups.
• Develop and lead positive collaborations with one or more cross-functional teams.
• Continually improve the depth and breadth of our data analytics capabilities through project development across multiple data platforms.
• Develop analytical tools and models to support strategic business planning. Generate ad hoc reports to include trend analysis as requested by leadership
• Deliver proactive gathering, development, and analysis of operational forecasts to produce effective projections of inputs and capacity requirements.
• Analysis of inputs and recommendation of trends or variances to plan to ensure accurate planning of all input variables affecting the forecast and staff planning.
• Analysis and recommendations for staffing group effectiveness that drive efficiency balance with quality.
• Drive model improvements to maximize statistical confidence and operational accuracy; Support flexibility and effectiveness of supporting models.
• Maintain forecasting, staff group and skilling information to effectively support scheduling and WFM processes.
• Provide business analytics and data gathering to support detailed modeling of Capacity Planning and metrics for statistical confidence in projections.
• Provide forecasting and analysis expertise.
• Continuously reviews and improves forecast models to determine more accurate and efficient methods.
• Performs analytics as required to identify call volume and arrival pattern drivers.
• Will provide mentoring to lower level peers as needed.

Skills

Analytical skills

Attention to detail

Communication skills

Team collaboration

Education

Bachelor's degree

Tools

SQL

SAS

Informix

Cognos

Job description

Unum in Portland, ME is seeking a Workforce Management Analyst II to translate customer needs into reporting solutions and deliver data-driven insights across Benefit Operations management. The role offers high visibility and opportunities to collaborate with cross-functional teams and senior leadership.

Responsibilities include developing analytical tools, forecasting inputs for staffing, and mentoring junior analysts.