Workforce Forecasting & Capacity Analyst

DentaQuest; Nashville (TN); Hybrid; USD 54,000 - 81,000; Full time

Benefits offered by this job

Hybrid work model

Competitive benefits

Job summary

Sun Life U.S. is seeking a Workforce Management Analyst to support day-to-day workforce planning across internal teams and BPO partners.

You will maintain capacity models, respond to planning requests, and translate data into actionable insights for leadership in a fast-paced contact center environment. You will build reports, manage schedules and training activities, and help monitor adherence, forecast accuracy, and service levels while collaborating with Supervisors, Managers, and the

Qualifications

• Bachelor’s degree or equivalent experience.
• 2+ years analyzing workforce data and making staffing recommendations OR 6+ years of equivalent experience.
• Experience with NICE/IEX workforce management software.
• Strong communication and cross-functional collaboration skills.
• Experience building reports and dashboards.

Responsibilities

• Forecast contact volume and staffing needs for multiple teams.
• Monitor real-time adherence and occupancy in a multi-BPO environment.
• Develop and maintain capacity models for internal and outsourced teams.
• Create reports analyzing trends, productivity, and service levels.
• Provide data-driven recommendations to leadership with minimal oversight.
• Collaborate with vendors and internal stakeholders to improve performance.

Skills

Forecasting

WFM tools

Real-time monitoring

Scheduling

Performance metrics

Data analysis

Cross-functional collaboration

Communication

Problem solving

Attention to detail

Education

Bachelor’s degree

3-5 years workforce data analysis

Tools

NICE/IEX

Microsoft Office (Excel, PowerPoint)

Job description

Sun Life U.S. is seeking a Workforce Management Analyst to support day-to-day workforce planning across internal teams and BPO partners.

You will maintain capacity models, respond to planning requests, and translate data into actionable insights for leadership in a fast-paced contact center environment. You will build reports, manage schedules and training activities, and help monitor adherence, forecast accuracy, and service levels while collaborating with Supervisors, Managers, and the