What are the responsibilities and job description for the Workforce Management Analyst position at Gerber Life Insurance Company?
Are you a data-driven problem solver with a passion for optimizing customer service operations? We’re looking for a Workforce Management Analyst (Intra Day Analyst) to help us manage staffing and performance across a dynamic contact center environment.
What You’ll Do:
- Use WFM scheduling software to forecast workloads and create efficient agent schedules
- Monitor real-time staffing and call queues to ensure service levels are met
- Analyze and report on key performance indicators (KPIs) like ASA, Abandon Rate, Agent Utilization, and Shrinkage
- Collaborate with supervisors to adjust agent activities and improve performance
- Interpret complex data to identify trends and recommend improvements
- Create and distribute reports for leadership and frontline teams
- Support multiple channels including calls, emails, chat, AI, and back-office tasks
What You Bring:
- Hands-on experience with WFM tools (e.g., NICE, Verint, Genesys) for forecasting and scheduling
- Strong background in call center operations and performance metrics
- Proven ability to analyze, interpret, and summarize complex data
- Excellent communication and collaboration skills across all levels
- Advanced proficiency in Excel and PowerPoint
- Flexibility to work evenings on a rotating basis, typically 2-3 nights per week until 5:00 PM.
Preferred Qualifications:
- Associate’s degree or higher
- SWPP certification in Managing Daily Staffing
- Experience with telephony systems and skills-based routing
Why You’ll Love Working Here:
- Be part of a collaborative team that values innovation and continuous improvement
- Make a direct impact on customer experience and operational success
