Workforce Forecasting & Optimization Analyst

DentaQuest; Kansas City (MO); Hybrid; USD 54,000 - 81,000; Full time

Job summary

Sun Life U.S. is seeking a Workforce Management Analyst to support day-to-day planning across internal and vendor partners in a fast-paced contact center.

You will maintain capacity models, produce reports, analyze trends, and translate data into actionable insights for leadership while coordinating with Supervisors, Operations leaders, and Training to ensure a consistent customer experience and service levels.

Qualifications

• Bachelor’s degree and 2+ years in workforce data analysis or 6+ years equivalent experience.
• Experience with workforce management software, specifically NICE/IEX.
• Strong problem-solving, communication, and analytical skills.

Responsibilities

• Forecasting and intraday monitoring, scheduling, and adherence planning for multiple teams.
• Track vendor performance and provide data-driven insights for leadership.
• Maintain capacity models and staffing plans across BPO and internal teams.
• Develop reports to analyze volume trends, agent productivity, and service levels.
• Communicate progress and issues with internal and external partners.

Skills

Forecasting

Data analysis

Cross-functional collaboration

Communication

Time management

Education

Bachelor’s degree

Tools

NICE/IEX

Job description

Sun Life U.S. is seeking a Workforce Management Analyst to support day-to-day planning across internal and vendor partners in a fast-paced contact center.

You will maintain capacity models, produce reports, analyze trends, and translate data into actionable insights for leadership while coordinating with Supervisors, Operations leaders, and Training to ensure a consistent customer experience and service levels.