Workforce Insights Analyst (Real-Time Scheduling)

Farm Bureau Financial Services; West Des Moines (IA); On-site; USD 60,000 - 85,000; Full time

Benefits offered by this job

401K with match

Health, dental, and vision benefits

Life and disability insurance

Paid time off

Onsite wellness facility

Daycare center

Cafeteria

Job summary

Farm Bureau Financial Services is seeking a Workforce Management Analyst to analyze intraday contact data and support Call Center optimization. You will monitor service levels, adjust schedules in real time, and develop effective staffing plans to meet KPIs.

You will build dashboards, present data-driven recommendations, and ensure confidentiality of sensitive information while collaborating with management and teams across the organization.

Qualifications

• College degree in Statistics, Mathematics, Economics, or Business or equivalent plus one-year relevant experience.
• Experience in qualitative and quantitative survey and database research.
• Proficiency with Access, Power Pivot, and Power BI; knowledge of NICE or similar WFM systems.
• Ability to learn/apply new software and analyze data to report results.
• Strong analytical, written and verbal communication skills; teamwork mindset.
• Two years in Workforce Management or contact center operations with scheduling and real-time performance management exposure.

Responsibilities

• Analyze intraday contact volume data and support functional management to optimize resources.
• Monitor daily/hourly service levels and adjust schedules to meet KPIs.
• Develop accurate schedules and use real-time decision-making to hit targets.
• Assemble and present reports and dashboards for key variables driving decisions.
• Create and refine dashboards to promote understanding of business metrics.
• Document analyses and ensure stakeholders understand implications.
• Protect confidentiality of production data results.

Skills

Analytical skills

Communication skills

Teamwork mindset

Education

College degree in Statistics, Mathematics, Economics, or Business

Tools

Microsoft Access

Power Pivot (Excel)

Power BI

NICE Workforce Management

Job description

Farm Bureau Financial Services is seeking a Workforce Management Analyst to analyze intraday contact data and support Call Center optimization. You will monitor service levels, adjust schedules in real time, and develop effective staffing plans to meet KPIs.

You will build dashboards, present data-driven recommendations, and ensure confidentiality of sensitive information while collaborating with management and teams across the organization.