What are the responsibilities and job description for the Workforce Management Analyst position at Nation Safe Drivers?
We’re Hiring: Workforce Management Analyst
At 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 Do
As 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 initiatives
- Maintain WFM system inputs to ensure accurate forecasts and schedules
- Monitor real-time performance (call volumes, queues, adherence) and escalate risks to service levels
- Execute intraday staffing adjustments, including schedule changes and overtime coordination
- Analyze performance metrics such as adherence, productivity, and utilization
- Develop 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 analysis
- Partner cross-functionally to ensure data accuracy and reporting consistency
- Document processes and contribute to continuous improvement initiatives
What We’re Looking For
- Bachelor’s degree in Business, Analytics, Operations, or related field (preferred)
- 3–5 years of Workforce Management, operations analytics, or contact center experience
- Experience with Verint WFM tools (required)
- Strong analytical skills with the ability to translate data into actionable insights
- Advanced Excel and reporting proficiency
Why Join NSD?
We believe in taking care of our people—both professionally and personally:
- Comprehensive Benefits: Health, Dental, Vision, Life, Disability Pet Insurance
- Work-Life Balance: Work from Home, holidays, and a family-friendly schedule
- Culture That Cares: Team events, recognition programs, and family days
- Career Growth: A strong track record of promoting from within