Workforce Management Analyst

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

Workforce Management Analyst

Do you have experience leveraging data and analysis to review trends as it relates specifically to Workforce Management? Do you have strong communication, customer service and relationship building skills? If so, this Workforce Management Analyst opportunity may be a great fit for you!

Who We Are:

At Farm Bureau Financial Services, our client/members can feel confident knowing their family, home, auto, and other property are protected. We value a culture where integrity, teamwork, passion, service, leadership, and accountability are at the heart of every decision we make and every action we take. We’re proud of our more than 80-year commitment to protecting the livelihoods and futures of our client/members and creating an atmosphere where our employees thrive.

What You’ll Do:

As a Workforce Management Analyst, you will be responsible for analyzing the intra-day contact volume data while supporting the functional management within the Call Center to ensure resource optimization. You will monitor daily and hourly service levels for all contact types and make real-time adjustments to the schedule to ensure departmental KPIs. In this role, you will also develop accurate and effective schedules and leverage real-time decision-making to ensure that service level targets are achieved. In addition, you will:

• Review existing data and perform research to develop recommendations and solutions for the Multi-Line Contact Center.
• Provide information pertinent to the development of appropriate strategies by assembling and presenting reports and presentations of key data variables needed to drive decisions.
• Build, enhance, and refine reporting through dashboards and other data visualization techniques that promote management’s understanding of and access to key business metrics/indicators.
• Develop reports and presentations on project conclusions and implications, documenting analyses and ensuring that key stakeholders understand the business implications for those analyses.
• Utilize internal and external information to understand key variables that will help improve/standardize/support both current and future work processes.
• Preserve confidentiality of production data results.

What It Takes to Join Our Team:

• College degree (Statistics, Mathematics, Economics, or Business preferred) or equivalent plus one-year relevant experience required. Data research and analysis experience preferred.
• Experience in conducting and interpreting results from qualitative and quantitative survey and database research.
• Working knowledge of Microsoft Access, Microsoft Excel Power Pivot, and Power BI. Knowledge of Workforce Management systems preferred (such as NICE).
• Must have the ability to learn/apply new software and capture, analyze, and synthesize data and report results.
• Strong analytical and logical skills associated with numbers.
• Excellent written and verbal communication skills.
• Strong proven communication skills and must have a teamwork mindset.
• A minimum of two years of experience in Workforce Management or contact center operations, with demonstrated involvement in workforce scheduling and real-time performance management. Knowledge of workforce forecasting, staffing analysis, and operational reporting is a plus.
• Ability to work in-person from our office in West Des Moines, Iowa or Manhattan, Kansas.

What We Offer You:

When you’re on our team, you get more than a great paycheck. You’ll hear about career development and educational opportunities. We offer an enhanced 401K with a match, low-cost health, dental, and vision benefits, and life and disability insurance options. We also offer paid time off, including holidays and volunteer time, and teams who know how to have fun. Add to that an onsite wellness facility with fitness classes and programs, a daycare center, and a cafeteria.If your values align with ours, we invite you to joinFarm Bureau Financial Services…where the grass really IS greener!

Work Authorization/Sponsorship:

At this time, we are not considering candidates that need any type of immigration sponsorship now or in the future, such as additional or permanent work authorization. Applicants must be currently authorized to work in the United States on a full-time, permanent basis. We are not able to sponsor now or in the future, or take over sponsorship of, an employment visa or work authorization for this role. For example, we are not considering candidates with OPT status.