Workforce Management Analyst

Do you have experience leveraging data and analysis to review trends?

Do you have strong communication, customer service and relationship building skills?

If so, this Workforce Management Analyst opportunity may be a great fit for you!

Who We Are: At Farm Bureau Financial Services, our client/members can feel confident knowing their family, home, auto, and other property are protected.

We value a culture where integrity, teamwork, passion, service, leadership, and accountability are at the heart of every decision we make and every action we take.

We’re proud of our more than 80-year commitment to protecting the livelihoods and futures of our client/members and creating an atmosphere where our employees thrive.

What You’ll Do: As a Workforce Management Analyst, you will be responsible for analyzing the intra-day contact volume data while supporting the functional management within the Call Center to ensure resource optimization.

You will monitor daily and hourly service levels for all contact types and make real-time adjustments to the schedule to ensure departmental KPIs.

In this role, you will also develop accurate and effective schedules and leverage real-time decision-making to ensure that service level targets are achieved.

In addition, you will:

• Review existing data and perform research to develop recommendations and solutions for the Multi-Line Contact Center.
• Provide information pertinent to the development of appropriate strategies by assembling and presenting reports and presentations of key data variables needed to drive decisions.
• Build, enhance, and refine reporting through dashboards and other data visualization techniques that promote management’s understanding of and access to key business metrics/indicators.
• Develop reports and presentations on project conclusions and implications, documenting analyses and ensuring that key stakeholders understand the business implications for those analyses.
• Utilize internal and external information to understand key variables that will help improve/standardize/support both current and future work processes.
• Preserve confidentiality of production data results.