Workforce Management Sr Analyst

Securian Financial; Saint Paul (MN); On-site; USD 59,000 - 109,000; Full time

Benefits offered by this job

Health insurance

Paid Time Off (PTO)

9 company paid holidays

401(k) retirement plan

Job summary

Securian Financial is seeking a Workforce Forecasting Sr Analyst in Saint Paul, MN, to translate contact center demand into actionable staffing plans. You will build short-term forecasts, monitor performance, and create metrics across an omnichannel environment, leveraging BI reporting to drive efficiency.

The role requires strong Excel skills, analytical ability, and the CWPP certification path. You will collaborate with Ops Directors to align capacity with business needs and manage competing

Qualifications

• Analytical skills and Excel proficiency required for forecasting.
• Experience with forecasting models and staffing analytics.
• Ability to deliver high-quality results under tight deadlines.
• CWPP exams completed or in progress as listed in qualifications.

Responsibilities

• Create short-term forecasts to inform shift scheduling, breaks, overtime, and time off.
• Assess agent expectations and monitor volumes, handle times, and KPIs.
• Identify new working approaches in an omnichannel environment.
• Develop BI reports using new data sources and integrated datasets to drive efficiency.

Skills

Analytical skills

Excel proficiency

Forecasting models

Deadline-driven

Independent work

Strong communication

Cross-functional collaboration

Education

CWPP Certification: Daily Staffing & Service Exam

CWPP Certification: Staffing & Scheduling Exam

Job description

Summary

The Workforce Forecasting Sr Analyst is responsible for understanding how the contact center or customer service tools work and how to leverage tools for both day-to-day and long-term capacity needs.

• Supports the Senior Workforce Planner with short-term forecasting and overall analysis
• Optimize workforce management activities including analysis of inbound and outbound consumer demand
• Building forecasts and establishing staffing requirements
• Optimizing resource allocation, monitoring compliance, and variances to scheduled shifts and other key performance indicators.

Responsibilities

• 60% Create short-term forecasts to be used for determining scheduling of shifts, breaks, lunches, overtime, or time off.
• 10% Assess agent expectations in handling each type of interaction including creating new performance indicators to monitor volumes and handle times.
• 10% Determine new ways of working/best practices in an omnichannel environment.
• 20% Create new BI reporting to provide insights, leveraging new data sources and combined data sets to drive efficiencies.

Qualifications

• Proven analytical skills
• Proficiency in Microsoft Excel and ability to analyze data
• Ability to meet tight deadlines with focus on quality, results, and timely delivery
• Ability to work independently, effectively manage several competing priorities at a time, and flexible to changing priorities
• Strong interpersonal skills including excellent written and verbal communication skills
• Fundamental understanding of forecasting models
• Define short-term strategies and address immediate workforce needs using volume forecasts to create interval-level staff plans.
• Work closely with Ops Directors to ensure alignment on capacity and staffing strategies.
• Strategic mindset with focus on business need for short term capacity and staffing strategies
• Must have at least 2 years' experience as a WFM Analyst Scheduler and Real-time role and/or complete the following two exams of the CWPP Certification:
• Daily Staffing & Service Exam
• Staffing and Scheduling Exam

Preferred Skills

Client Support, Detail-Oriented, Internal Documentation, Proactive Thinking, Problem Solving, Researching, Task Organization, Troubleshooting, Verbal Communications

The Estimated Base Pay Range For This Job Is

$59,400.00 - $109,200.00

Pay may vary depending on job-related factors and individual experience, skills, knowledge, etc. More information on base pay and incentive pay (if applicable) can be discussed with a member of the Securian Financial Talent Acquisition team.

Paid Time Off

Be you. With us. At Securian Financial, we understand that attracting top talent means offering more than just a job – it means providing a rewarding and fulfilling career. As a valued member of our high-performing team, we want you to connect with your work, your relationships and your community. Enjoy our comprehensive range of benefits designed to enhance your professional growth, well-being and work-life balance, including the advantages listed here:

• We want you to take time off for what matters most to you. Our PTO program provides flexibility for associates to take meaningful time away from work to relax, recharge and spend time doing what’s important to them. And Securian Financial rewards associates for their service by providing additional PTO the longer you stay at Securian.
• Leave programs: Securian’s flexible leave programs allow time off from work for parental leave, caregiver leave for family members, bereavement and military leave.
• Holidays: Securian provides nine company paid holidays.

Company-funded pension plan and a 401(k) retirement plan:

Share in the success of our company. Securian’s 401(k) company contribution is tied to our performance up to 10 percent of eligible earnings, with a target of 5 percent. The amount is based on company results compared to goals related to earnings, sales and service.

Health insurance:

From the first day of employment, associates and their eligible family members – including spouses, domestic partners and children – are eligible for medical, dental and vision coverage.

Volunteer time:

We know the importance of community. Through company-sponsored events, volunteer paid time off, a dollar-for-dollar matching gift program and more, we encourage you to support organizations important to you.

Associate Resource Groups:

Build connections, be yourself and develop meaningful relationships at work through associate-led ARGs. Dedicated groups focus on a variety of interests and affinities, including:

• Environmental Health & Sustainability
• Mental Wellness and Disability
• Pride at Securian Financial
• Securian Young Professionals Network
• Securian Multicultural Network
• Securian Women and Allies Network
• Servicemember Associate Resource Group

For more information regarding Securian’s benefits, please review our Benefits page.

This information is not intended to explain all the provisions of coverage available under these plans. In all cases, the plan document dictates coverage and provisions.

Securian Financial Group, Inc. does not discriminate based on race, color, religion, national origin, sex, gender, gender identity, sexual orientation, age, marital or familial status, pregnancy, disability, genetic information, political affiliation, veteran status, status in regard to public assistance or any other protected status. If you are a job seeker with a disability and require an accommodation to apply for one of our jobs, please contact us by email at [e-mail], by telephone [phone] (voice), or 711 (Relay/TTY).

Securian Financial is a drug-free workplace.

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