FBS Workforce Specialist I

OverviewOur Client is one of the United States' largest insurers, providing a wide range of insurance and financial services products with gross written premiums well over US$25 Billion (P&C). They proudly serve more than 10 million U.S. households with more than 19 million individual policies across all 50 states through the efforts of over 48,000 exclusive and independent agents and nearly 18,500 employees. Finally, our Client is part of one the largest Insurance Groups in the world. About The Role TheWorkforce Specialist Isupports medium-term workforce planning activities (up to six weeks), including workload forecasting, staffing capacity analysis, schedule optimization, and process improvements. This role partners closely with business and operational leaders to manage capacity, achieve service level goals, improve customer experience, and drive performance through data-driven insights.Key ResponsibilitiesDevelop and maintain medium-term (up to six weeks) workload and shrinkage forecasts based on historical trends, seasonality, and staffing assumptionsAnalyze staffing capacity and provide alternative solutions to meet service level objectivesSupport change integration initiatives by aligning workforce resources with system, tool, telephony, and process changesPlan and define scheduling needs related to compliance requirements, training activities, shift analysis, and bidding processesConduct regular forecast-to-actual performance analysis; identify variances and recommend corrective actions to improve accuracyPerform workforce analytics to identify trends related to attrition, utilization, span of control, and staffing gapsUse data and analytics to assess operational impact and deliver actionable recommendationsAct as a Subject Matter Expert (SME) for workforce management tools, systems, and initiatives, including upgrades, enhancements, or fixesCollaborate with leadership and cross-functional partners such as Product, Strategic Execution, and ComplianceTroubleshoot workforce technology issues and communicate progress and solutions to stakeholdersComplete ad hoc analyses and requests driven by business, system, or process changesDocument workforce processes and continuously identify opportunities for process improvementParticipate in projects and working groups as requiredPerform other duties as assignedRequirements1-3 years of experience in Workforce Management or a related role2+ years of experience with forecasting, capacity planning, or operational analytics (preferred)4+ years of experience in contact center (preferred)Strong analytical and problem-solving skillsIntermediate proficiency in Microsoft Excel, including formulas, pivot tables, and data analysisFluent English, written and verbalTechnical SkillsMicrosoft Excel - IntermediateMicrosoft SQL - Entry LevelNICE IEX Workforce Management - Entry LevelBenefitsCompetitive compensation and benefits packageCompetitive salary and performance-based bonusesComprehensive benefits package: Grocery vouchers, saving funds, SGMM, etc.Career development and training opportunitiesDynamic and inclusive work culture within a globally renowned groupPrivate Health InsurancePension PlanPaid Time OffTraining & DevelopmentNote: Benefits differ based on employee level.#J-18808-Ljbffr