Workforce Planning Analyst - Real-Time Insights

Sun Life; Nashville (TN); Hybrid; USD 54,000 - 81,000; Full time

Job summary

Sun Life U.S. is seeking a Workforce Management Analyst to support day-to-day workforce planning and operational execution across internal teams and BPO partners.

The role reports to the Senior Manager, Workforce Management and focuses on capacity models, performance trends, and data-driven recommendations to sustain service levels and improve vendor performance. Responsibilities include building reports, translating data into insights, scheduling, training, and real-time monitoring of agent

Qualifications

• Bachelor's degree or 6+ years equivalent experience in workforce data analysis.
• Experience using NICE/IEX workforce management software.
• Strong communication, cross-functional collaboration and problem-solving skills.
• Proficiency in Excel/Office tools and data visualization helpful.

Responsibilities

• Forecast staffing needs and schedule adherence across internal and BPO teams.
• Analyze workforce data to support performance, occupancy, and service levels.
• Develop and maintain capacity models and ad hoc reports.
• Communicate insights and recommendations to leadership.

Skills

Analytical thinking

Verbal and written communication

Cross-functional collaboration

Problem solving

Time management

Education

Bachelor's degree

Equivalent experience (6+ years)

Tools

NICE/IEX

Microsoft Office

Job description

Sun Life U.S. is seeking a Workforce Management Analyst to support day-to-day workforce planning and operational execution across internal teams and BPO partners.

The role reports to the Senior Manager, Workforce Management and focuses on capacity models, performance trends, and data-driven recommendations to sustain service levels and improve vendor performance. Responsibilities include building reports, translating data into insights, scheduling, training, and real-time monitoring of agent