Workforce Management Analyst

Farm Bureau Financial Services; West Des Moines (IA); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

401K match

Health benefits

PTO

Wellness program

Daycare

Cafeteria

Job summary

Farm Bureau Financial Services is hiring a Workforce Management Analyst to analyze intra-day contact volume, monitor service levels, and adjust schedules to optimize staffing. You will build reports and dashboards to support decision-making and resource planning.

The role requires a quantitative degree, strong Excel/Power BI skills, and the ability to work onsite in West Des Moines, IA or Manhattan, KS. Collaboration with call center teams is essential to improve processes and achieve KPIs.

Qualifications

• College degree or equivalent plus one-year relevant experience required.
• Experience in qualitative and quantitative survey and database research.
• Strong data visualization and reporting skills with dashboards.
• Ability to learn new software and synthesize data for decisions.

Responsibilities

• Analyze intra-day contact volume data and monitor service levels to optimize staffing.
• Develop schedules and real-time adjustments to meet KPIs in the Call Center.
• Assemble reports and present key data to drive decisions.
• Create dashboards and visualizations for management insights.
• Preserve confidentiality of production data results.
• Collaborate with stakeholders to improve work processes.

Skills

Data analysis

Communication

Teamwork

Excel

Power BI

Power Pivot

MS Access

Education

College degree in Statistics/Mathematics/Economics/Business

Tools

NICE WFM

Job description

Workforce Management Analyst

Do you have experience leveraging data and analysis to review trends? 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.
• 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.