Workforce Management Analyst

Lincoln Financial Group; Fort Wayne (IN); Remote; USD 69,000 - 125,000; Full time

Job summary

Lincoln Financial Group is seeking a Workforce Management Analyst to support the Insurance Operations team in a remote environment. The role involves developing and analyzing forecasts, managing workforce optimization technology, and driving continuous improvement initiatives. Ideal candidates will have a Bachelor's degree and experience in workforce management, with strong analytical and communication skills.

Benefits

Tuition assistance program

Free financial counseling

Health coaching

Leadership development opportunities

Qualifications

• 4 years of experience in forecasting or workforce management.
• Strong proficiency in Excel and analytical skills.
• Excellent verbal and written communication skills.

Responsibilities

• Develop and analyze long- and short-term forecasting for the Contact Center.
• Maintain and report on triggers to streamline processes.
• Perform real-time analysis of contact center operations.

Skills

Communication

Problem Solving

Analytical Skills

Education

Bachelor's degree

Tools

Microsoft Office Suite

Verint

Job description

Be Aware of Fraudulent Recruiting Activities: Lincoln values the privacy and security of every applicant and urges all applicants to diligently protect their sensitive personal information from scams targeting job seekers. These scams can take many forms including fake employment applications, bogus interviews and falsified offer letters.

Lincoln will not ask applicants to provide their social security numbers, date of birth, bank account information or other sensitive information in job applications. Additionally, our recruiters do not communicate with applicants through free e-mail accounts (Gmail, Yahoo, Hotmail) or conduct interviews utilizing video chat rooms. We will never ask applicants to provide payment during the hiring process or extend an offer without conducting a phone, live video or in-person interview. Please contact Lincoln's fraud team [e-mail] if you encounter a recruiter or see a job opportunity that seems suspicious.

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Relocation assistance:is not available for this opportunity.

Requisition #:74613

The Role at a Glance

We are excited to bring on a Workforce Management Analyst to support the Insurance Operations team in a work from home environment.

Background Details
As a Workforce Management Analyst, you will be responsible for developing, analyzing, and communicating detailed and complex long- and short-term forecasting for the Insurance Operations Contact Center. You will also be responsible for analyzing various processes and desktop processing data utilizing the Verint tool. You will complete and act as a resource for continuous improvement activities and complex workforce management projects and assignments. This will include creating, updating, maintaining and reporting on triggers used to streamline processes and aid in continuous business improvement efforts across the organization. If this sounds like a role for you, please read on!

What you'll be doing

• You will build, update, and maintain Verint triggers. You will collect, record, track and analyze trigger effectiveness, providing reporting that enables the business to best manage their departments and/or teams.
• You will ensure service level alert process is in place and notifications due to certain triggers is effective and timely. You will diagnose and proactively report on any complex triggers or barriers to meeting service level goals, providing recommendations for short- and long-term resource planning and recovery.
• You will help own and administer WFM related technology, including profile build and skill management, phone routing, and workforce optimization technology. You will seek new functionality and enhancements to the current WFM platform, driving changes to improve efficiency and effectiveness of the system(s) for users.
• You will develop complex forecasting of call and email volumes for the Contact Center based on historical volumes and known business drivers/events. You will develop proposals for more effective resource utilization solutions through either performance gains or innovative changes to call/transaction/work item routing, staffing, scheduling processes, and/or other business procedures.
• You will perform real time/intraday analysis of contact center queues and adherence of staff to schedules. You will also provide analysis of future staffing needs, advise management of required staffing levels by skill, and make recommendations for staffing plans.
• You will continuously participate in projects targeted at improving the customer experience. You will champion and enhance organizational initiatives by positively influencing and supporting change management and/or departmental/enterprise initiatives. In addition, you will identify, recommend, and champion process improvements and organizational initiatives to positively influence the team and quality.

What we’re looking for

Must-have experience (Required):

• 4 Year/Bachelor's degree or equivalent work experience or 4 years of experience in lieu of Bachelor's
• 3 - 5+ Years experience in forecasting, system administration, and/or workforce management in call centers or other operational area with applicable industry metrics
• Excellent verbal and written communication skills with the ability to speak at all levels of the organization
• Strong problem solving and troubleshooting skills
• Proficiency in Microsoft Office Suite with strong skills/experience with Excel

Nice-to have Experience (Preferred):

• Understanding of call center or back-office technology
• Knowledge of the Verint system or industry workforce management systems
• Experience creating macros or coding (VBA, HTML, Python)

Application Deadline

Applications for this position will be accepted through May 27, 2025, subject to earlier closure due to applicant volume.

What’s it like to work here?

At Lincoln Financial, we love what we do. We make meaningful contributions each and every day to empower our customers to take charge of their lives. Working alongside dedicated and talented colleagues, we build fulfilling careers and stronger communities through a company that values our unique perspectives, insights and contributions and invests in programs that empower each of us to take charge of our own future.

What’s in it for you:

Clearly defined career tracks and job levels, along with associated behaviors for each of Lincoln's core values andleadership attributes

Leadership development and virtual training opportunities

Free financial counseling, health coaching and employee assistance program

Tuition assistance program

Work arrangements that work for you

Effective productivity/technology tools and training

The pay range for this position is$69,000 - $124,600with anticipated pay for new hires between the minimum and midpoint of the range and could vary above and below the listed range as permitted by applicable law. Pay is based on non-discriminatory factors including but not limited to work experience, education, location, licensure requirements, proficiency and qualifications required for the role. The base pay is just one component of Lincoln’s total rewards package for employees. In addition, the role may be eligible for the Annual Incentive Program, which is discretionary and based on the performance of the company, business unit and individual. Other rewards may include long-term incentives, sales incentives and Lincoln’s standard benefits package.

About The Company

Lincoln Financial (NYSE: LNC) helps people to confidently plan for their version of a successful future. We focus on identifying a clear path to financial security, with products including annuities, life insurance, group protection, and retirement plan services.

With our 120-year track record of expertise and integrity, millions of customers trust our solutions and service to help put their goals in reach.

Lincoln Financial Distributors, a broker-dealer, is the wholesale distribution organization of Lincoln Financial. Lincoln Financial is the marketing name for Lincoln Financial Corporation and its affiliates including The Lincoln National Life Insurance Company, Fort Wayne, IN, and Lincoln Life & Annuity Company of New York, Syracuse, NY. Lincoln Financial affiliates, their distributors, and their respective employees, representatives and/or insurance agents do not provide tax, accounting or legal advice.

Lincoln is committed to creating a diverse and inclusive environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Be Aware of Fraudulent Recruiting Activities

If you are interested in a career at Lincoln, we encourage you to review our current openings and apply on our website. Lincoln values the privacy and security of every applicant and urges all applicants to diligently protect their sensitive personal information from scams targeting job seekers. These scams can take many forms including fake employment applications, bogus interviews and falsified offer letters.

Lincoln will not ask applicants to provide their social security numbers, date of birth, bank account information or other sensitive information in job applications. Additionally, our recruiters do not communicate with applicants through free e-mail accounts (Gmail, Yahoo, Hotmail) or conduct interviews utilizing video chat rooms. We will never ask applicants to provide payment during the hiring process or extend an offer without conducting a phone, live video or in-person interview. Please contact Lincoln's fraud team at [e-mail] if you encounter a recruiter or see a job opportunity that seems suspicious.

Additional Information

This position may be subject to Lincoln’s Political Contribution Policy. An offer of employment may be contingent upon disclosing to Lincoln the details of certain political contributions. Lincoln may decline to extend an offer or terminate employment for this role if it determines political contributions made could have an adverse impact on Lincoln’s current or future business interests, misrepresentations were made, or for failure to fully disclose applicable political contributions and or fundraising activities.

Any unsolicited resumes or candidate profiles submitted through our web site or to personal e-mail accounts of employees of Lincoln Financial are considered property of Lincoln Financial and are not subject to payment of agency fees.

Lincoln Financial is an Equal Opportunity employer and, as such, is committed in policy and practice to recruit, hire, compensate, train and promote, in all job classifications, without regard to race, color, religion, sex (including pregnancy), age, national origin, disability, sexual orientation, gender identity and expression, Veteran status, or genetic information. Applicants are evaluated on the basis of job qualifications. If you are a person with a disability that impedes your ability to express your interest for a position through our online application process, or require TTY/TDD assistance, contact us by calling 260-455-2558.

This Employer Participates in E-Verify. See the E-Verify notices.