Workforce Management Analyst

We’re Hiring: Workforce Management AnalystAt NSD, we’re a leading provider of vehicle protection solutions, supporting millions of drivers, dealers, agents, and financial institutions nationwide. Our mission is simple: deliver innovative products and exceptional service that keep motorists protected and moving forward.We’re looking for a Workforce Management (WFM) Analyst to join our growing team. This role is ideal for someone who thrives in a data-driven environment and enjoys turning insights into operational impact.What You’ll DoAs a key partner to leadership, you will provide analytical and operational support to ensure optimal staffing, efficiency, and service delivery:Support forecasting, scheduling, and capacity planning initiativesMaintain WFM system inputs to ensure accurate forecasts and schedulesMonitor real-time performance (call volumes, queues, adherence) and escalate risks to service levelsExecute intraday staffing adjustments, including schedule changes and overtime coordinationAnalyze performance metrics such as adherence, productivity, and utilizationDevelop and deliver standard and ad-hoc reporting (service levels, occupancy, shrinkage, forecast variance)Assist in short- and long-term capacity planning using historical and trend analysisPartner cross-functionally to ensure data accuracy and reporting consistencyDocument processes and contribute to continuous improvement initiativesWhat We’re Looking ForBachelor’s degree in Business, Analytics, Operations, or related field (preferred)3–5 years of Workforce Management, operations analytics, or contact center experienceExperience with Verint WFM tools (required)Strong analytical skills with the ability to translate data into actionable insightsAdvanced Excel and reporting proficiencyWhy Join NSD?We believe in taking care of our people—both professionally and personally:Comprehensive Benefits: Health, Dental, Vision, Life, Disability + Pet InsuranceWork-Life Balance: Generous PTO, holidays, and a family-friendly scheduleCulture That Cares: Team events, recognition programs, and family daysCareer Growth: A strong track record of promoting from within