Workforce Forecasting Sr Specialist

Securian-Financial-4; Saint Paul (MN); On-site; USD 59,000 - 109,000; Full time

Benefits offered by this job

Paid time off (PTO)

Nine company holidays

Health insurance

401(k) with company contribution

Job summary

Securian Financial in Saint Paul, MN seeks a Workforce Forecasting Senior Analyst to support forecasting, staffing, and capacity planning within the contact center. You will build short-term forecasts, set staffing requirements, and optimize resource allocation while monitoring KPIs and adherence to schedules.

The role emphasizes cross-functional collaboration, data-driven insights, and development of new BI reports to improve efficiency and service levels.

Qualifications

• Proven analytical skills.
• Proficiency with Excel and data analysis.
• Ability to meet tight deadlines with quality.
• Independent work style with multiple priorities.

Responsibilities

• Create short-term forecasts to support shift scheduling and time-off planning.
• Assess agent expectations and monitor volumes and handle times.
• Identify new omnichannel best practices and working methods.
• Develop BI reports using new data sources to drive efficiencies.

Skills

Analytical skills

Excel proficiency

Data analysis

Independent worker

Communication skills

Tools

Microsoft Excel

CWPP Certification Exams

Job description

Summary:The Workforce Forecasting Sr Analyst is responsible for understanding how the contact center or customer service tools work and how to leverage tools for both day-to-day and long-term capacity needs.Supports the Senior Workforce Planner with short-term forecasting and overall analysisOptimize workforce management activities including analysis of inbound and outbound consumer demandBuilding forecasts and establishing staffing requirementsOptimizing resource allocation, monitoring compliance, and variances to scheduled shifts and other key performance indicators.Responsibilities:60% Create short-term forecasts to be used for determining scheduling of shifts, breaks, lunches, overtime, or time off.10% Assess agent expectations in handling each type of interaction including creating new performance indicators to monitor volumes and handle times.10% Determine new ways of working/best practices in an omnichannel environment.20% Create new BI reporting to provide insights, leveraging new data sources and combined data sets to drive efficiencies.Qualifications:Proven analytical skillsProficiency in Microsoft Excel and ability to analyze dataAbility to meet tight deadlines with focus on quality, results, and timely deliveryAbility to work independently, effectively manage several competing priorities at a time, and flexible to changing prioritiesStrong interpersonal skills including excellent written and verbal communication skillsFundamental understanding of forecasting modelsDefine short-term strategies and address immediate workforce needs using volume forecasts to create interval-level staff plans.Work closely with Ops Directors to ensure alignment on capacity and staffing strategies.Strategic mindset with focus on business need for short term capacity and staffing strategiesMust have at least 2 years' experience as a WFM Analyst Scheduler and Real-time role and/or complete the following two exams of the CWPP Certification:Daily Staffing & Service ExamStaffing and Scheduling ExamAt Securian Financial, the internal title for this position is Business Operations Sr Analyst.Preferred Skills:Client Support, Detail-Oriented, Internal Documentation, Proactive Thinking, Problem Solving, Researching, Task Organization, Troubleshooting, Verbal CommunicationsThe estimated base pay range for this job is:$59,400.00 - $109,200.00Pay may vary depending on job-related factors and individual experience, skills, knowledge, etc. More information on base pay and incentive pay (if applicable) can be discussed with a member of the Securian Financial Talent Acquisition team.Be you. With us. At Securian Financial, we understand that attracting top talent means offering more than just a job – it means providing a rewarding and fulfilling career. As a valued member of our high-performing team, we want you to connect with your work, your relationships and your community. Enjoy our comprehensive range of benefits designed to enhance your professional growth, well-being and work-life balance, including the advantages listed here:Paid time off:We want you to take time off for what matters most to you. Our PTO program provides flexibility for associates to take meaningful time away from work to relax, recharge and spend time doing what’s important to them. And Securian Financial rewards associates for their service by providing additional PTO the longer you stay at Securian.Leave programs: Securian’s flexible leave programs allow time off from work for parental leave, caregiver leave for family members, bereavement and military leave.Holidays: Securian provides nine company paid holidays.Company-funded pension plan and a 401(k) retirement plan: Share in the success of our company. Securian’s 401(k) company contribution is tied to our performance up to 10 percent of eligible earnings, with a target of 5 percent. The amount is based on company results compared to goals related to earnings, sales and service.Health insurance: From the first day of employment, associates and their eligible family members – including spouses, domestic partners and children – are eligible for medical, dental and vision coverage.Volunteer time: We know the importance of community. Through company-sponsored events, volunteer paid time off, a dollar-for-dollar matching gift program and more, we encourage you to support organizations important to you.Associate Resource Groups: Build connections, be yourself and develop meaningful relationships at work through associate-led ARGs. Dedicated groups focus on a variety of interests and affinities, including:Environmental Health & SustainabilityMental Wellness and DisabilityPride at Securian FinancialSecurian Young Professionals NetworkSecurian Multicultural NetworkSecurian Women and Allies NetworkServicemember Associate Resource GroupThis information is not intended to explain all the provisions of coverage available under these plans. In all cases, the plan document dictates coverage and provisions.Securian Financial Group, Inc. does not discriminate based on race, color, religion, national origin, sex, gender, gender identity, sexual orientation, age, marital or familial status, pregnancy, disability, genetic information, political affiliation, veteran status, status in regard to public assistance or any other protected status. If you are a job seeker with a disability and require an accommodation to apply for one of our jobs, please contact us by email at [e-mail], by telephone [phone] (voice), or 711 (Relay/TTY).Securian Financial is a drug-free workplace.