Position Details

Salary $85K – $157K USD / year

Type Full-Time

Experience senior

Exp. Years 6 years

Education Bachelor's degree OR 4 years related experience

Category Operations & Logistics

About this role

Senior Workforce Management Analyst overseeing real-time intraday performance and command center processes across multiple insurance centers. Responsible for workflow design, cross-functional collaboration, and data-driven decision making to stabilize service levels.

Key Responsibilities

Collect, analyze, and report workforce metrics
Oversee scheduling processes and data alignment
Manage strategic supplier relationships
Lead workflow process improvements
Partner with cross-functional teams to determine headcount and budgets

Technical Overview

Advanced WFM with NICE IEX, real-time execution, and cross-functional workflow design. Strong data analysis capabilities and MS Office proficiency; leadership in a matrixed environment.

Ideal Candidate

The ideal candidate is a senior workforce management professional with 6+ years of WFM experience, expert use of NICE IEX, and a strong background in real-time intraday execution, scheduling, and cross-functional collaboration across multiple centers.

Must-Have Skills

Bachelor's degree OR 4 years related experience6 years workforce management planningAdvanced knowledge of data analysis toolsAdvanced knowledge of NICE IEXMS Office

Nice-to-Have Skills

Command center process designCross-functional leadershipReal-time execution expertiseIndustry knowledge in contact center operationsStrategic thinking

Tools & Platforms

NICE IEXMicrosoft Office

Required Skills

Bachelor's degree OR 4 years related experience6 years WFM planningNICE IEXdata analysisMS Officecommand center processesworkflow designstakeholder managementcross-functional alignment

Hard Skills

NICE IEXReal-time intraday executionCommand center processesWorkflow designCross-functional alignmentData analysisMicrosoft Office (WordExcelPowerPoint)

Soft Skills

LeadershipMentoringCommunicationProblem-solvingStrategic thinkingStakeholder management

Industry & Role

Industry Insurance

Job Function Real-time workforce management and command center optimization across multiple centers

Role Subtype WFM Senior

Clearance & Visa

Visa Sponsorship No

Keywords for Your Resume

workforce managementnice iexintraday executioncommand centerworkflow designcross-functional alignmentdata analysisms officeleadershipstakeholder managementreal-timeschedulingcontact centeroperationsinsuranceusaaintraday

Deal Breakers

Lack of NICE IEX experience, Insufficient WFM experience, Reluctance to operate in a multi-location environment

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