Workforce Management Analyst

Unum; Portland (ME); On-site; USD 64,000 - 120,000; Full time

Benefits offered by this job

Award-winning culture

Generous PTO

401(k) employer match

Mental health support

Job summary

Unum in Portland, ME is seeking a Workforce Management Analyst II to translate customer needs into reporting solutions and deliver data-driven insights across Benefit Operations management. The role offers high visibility and opportunities to collaborate with cross-functional teams and senior leadership.

Responsibilities include developing analytical tools, forecasting inputs for staffing, and mentoring junior analysts.

Qualifications

• Bachelor's degree or equivalent knowledge and skills obtained through education, training and experience.
• 4+ years of experience in Data Analytics or equivalent relevant experience.
• Strong Analytical, Math, Reasoning and Investigative skills.
• Strong attention to Detail/Process with strategic thinking and planning skills.
• Ability to work with Business Intelligence databases (i.e. SQL, SAS, Informix, Cognos) and pull data from various sources
• Demonstrated knowledge and understanding of key business performance metrics such as service level, AHT, adherence, etc.
• Excellent interpersonal skills including strong listening, written and verbal communication, with ability to clearly and professionally communicate with others.

Responsibilities

• Translate needs of customers into reporting solutions, with minimal guidance from manager.
• Translates complex data from numerous information sources into actionable information.
• Execute on high profile analysis and deliver data stories across business groups.
• Develop and lead positive collaborations with one or more cross-functional teams.
• Continually improve the depth and breadth of our data analytics capabilities through project development across multiple data platforms.
• Develop analytical tools and models to support strategic business planning. Generate ad hoc reports to include trend analysis as requested by leadership
• Deliver proactive gathering, development, and analysis of operational forecasts to produce effective projections of inputs and capacity requirements.
• Analysis of inputs and recommendation of trends or variances to plan to ensure accurate planning of all input variables affecting the forecast and staff planning.
• Analysis and recommendations for staffing group effectiveness that drive efficiency balance with quality.
• Drive model improvements to maximize statistical confidence and operational accuracy; Support flexibility and effectiveness of supporting models.
• Maintain forecasting, staff group and skilling information to effectively support scheduling and WFM processes.
• Provide business analytics and data gathering to support detailed modeling of Capacity Planning and metrics for statistical confidence in projections.
• Provide forecasting and analysis expertise.
• Continuously reviews and improves forecast models to determine more accurate and efficient methods.
• Performs analytics as required to identify call volume and arrival pattern drivers.
• Will provide mentoring to lower level peers as needed.

Skills

Analytical skills

Attention to detail

Communication skills

Team collaboration

Education

Bachelor's degree

Tools

SQL

SAS

Informix

Cognos

Job description

Job Posting End Date: November 20

Benefits

Here, we work to provide the employee benefits and service solutions that enable employees at our client companies to thrive throughout life’s moments. And this starts with ensuring that every one of our team members enjoys opportunities to succeed both professionally and personally. To enable this, we provide:

• Award-winning culture
• Inclusion and diversity as a priority
• Performance Based Incentive Plans
• Competitive benefits package that includes: Health, Vision, Dental, Short & Long-Term Disability
• Generous PTO (including paid time to volunteer!)
• Up to 9.5% 401(k) employer contribution
• Mental health support
• Career advancement opportunities
• Student loan repayment options
• Tuition reimbursement
• Flexible work environments
• All the benefits listed above are subject to the terms of their individual Plans.

General Summary

The Workforce Management Analyst II is a high visibility role with tactical interaction across various levels of Benefit Operations management including at times, members of benefits senior leadership. Analytical ingenuity and leadership, coupled with demonstrated cross-functional partnership, are critical skills for this role. They will be able to construct and present complex analytical findings in a clear, concise, and decision-impacting manner. They deliver solutions to translate operating metrics into insights that inform strategies, business decisions and recommendations. There is flexibility in this opening, and we are evaluating individuals from various experience levels.

Principal Duties And Responsibilities

• Translate needs of customers into reporting solutions, with minimal guidance from manager.
• Translates complex data from numerous information sources into actionable information.
• Execute on high profile analysis and deliver data stories across business groups.
• Develop and lead positive collaborations with one or more cross-functional teams.
• Continually improve the depth and breadth of our data analytics capabilities through project development across multiple data platforms.
• Develop analytical tools and models to support strategic business planning. Generate ad hoc reports to include trend analysis as requested by leadership
• Deliver proactive gathering, development, and analysis of operational forecasts to produce effective projections of inputs and capacity requirements.
• Analysis of inputs and recommendation of trends or variances to plan to ensure accurate planning of all input variables affecting the forecast and staff planning.
• Analysis and recommendations for staffing group effectiveness that drive efficiency balance with quality.
• Drive model improvements to maximize statistical confidence and operational accuracy; Support flexibility and effectiveness of supporting models.
• Maintain forecasting, staff group and skilling information to effectively support scheduling and WFM processes.
• Provide business analytics and data gathering to support detailed modeling of Capacity Planning and metrics for statistical confidence in projections.
• Provide forecasting and analysis expertise.
• Continuously reviews and improves forecast models to determine more accurate and efficient methods.
• Performs analytics as required to identify call volume and arrival pattern drivers.
• Will provide mentoring to lower level peers as needed.

Job Specifications

• Bachelor's degree or equivalent knowledge and skills obtained through a combination of education, training and experience, is preferred.
• 4+ years of experience in Data Analytics or equivalent relevant experience
• Strong Analytical, Math, Reasoning and Investigative skills.
• Strong attention to Detail/Process with strategic thinking and planning skills.
• Ability to work with Business Intelligence databases (i.e. SQL, SAS, Informix, Cognos) and pull data from various sources
• Demonstrated knowledge and understanding of key business performance metrics such as service level, AHT, adherence, etc.
• Responds to customers’ needs by producing reports and resource plans with factual information and based on specified requirements
• Excellent interpersonal skills including strong listening, written and verbal communication, with ability to clearly and professionally communicate with others.

Unum and Colonial Life are part of Unum Group, a Fortune 500 company and leading provider of employee benefits to companies worldwide. Headquartered in Chattanooga, TN, with international offices in Ireland, Poland and the UK, Unum also has significant operations in Portland, ME - plus over 35 US field offices. Colonial Life is headquartered in Columbia, SC, with over 40 field offices nationwide.

Unum is an equal opportunity employer, considering all qualified applicants and employees for hiring, placement, and advancement, without regard to a person's race, color, religion, national origin, age, genetic information, military status, gender, sexual orientation, gender identity or expression, disability, or protected veteran status.

The base salary range for applicants for this position is listed below. Unless actual salary is indicated above in the job description, actual pay will be based on skill, geographical location and experience.

$63,500.00-$120,000.00

Additionally, Unum offers a portfolio of benefits and rewards that are competitive and comprehensive including healthcare benefits (health, vision, dental), insurance benefits (short & long-term disability), performance-based incentive plans, paid time off, and a 401(k) retirement plan with an employer match up to 5% and an additional 4.5% contribution whether you contribute to the plan or not. All benefits are subject to the terms and conditions of individual Plans.

Company

Unum