Workforce Management Analyst

Overview:

Immediate need for a hands-on Workforce Management Analyst to own the end-to-end WFM operation for a growing insurance sales and service operation (~sub-200 seats).

This is an individual contributor role with full ownership across real-time management, forecasting, capacity planning, and scheduling strategy. You’ll operate as the single-threaded WFM leader — balancing daily execution with building scalable processes to support growth.

Key Responsibilities:

• Monitor queues, conversion-impacting SLAs, and adherence in real time
• Make intraday decisions that directly impact sales conversion and customer experience
• Identify risks to performance and drive mitigation
• Own demand forecasting across inbound leads, outbound sales, and service interactions
• Build capacity models tied to conversion rates, seasonality (e.g., policy cycles), and growth targets
• Translate business goals (sales targets, campaigns) into hiring and staffing plans
• Continuously improve forecast accuracy and planning assumptions
• Design and manage schedules that balance speed-to-lead, service levels, and cost efficiency
• Optimize staffing across peak sales windows and service demand
• Improve scheduling flexibility in a multi-skill environment
• Build WFM processes, reporting, and governance

Qualifications:

• 5-8+ years in Workforce Management in a contact center, insurance, or sales-driven environment
• Experience in WFM RTA in a call center environment, inbound and outbound
• Experience setting up or scaling WFM operations for smaller departments/companies is preferred
• Experience across RTA, forecasting, scheduling, and capacity planning
• Strong understanding of how WFM impacts sales performance (speed-to-lead, conversion, occupancy)
• Advanced Excel skills; analytical experience with BI tools (Tableau, Power BI)

Nice to Haves:

• Direct revenue/conversion exposure is a strong preference.
• Experience in insurance, financial services, or lead-based sales environments
• Verint experience HIGH PREFERRED
• Experience supporting blended sales + service teams
• Background in smaller or scaling organizations (<300 seats)
• Experience building WFM processes from scratch
• SQL/Python or automation experience