Note: The job is a remote job and is open to candidates in USA. Globe Life is seeking a Workforce Management Analyst to support its call center operations. The role forecasts demand, schedules staff, monitors real-time queues, analyzes performance data, and recommends improvements to service levels, staffing efficiency, and labor costs.
Responsibilities
- Monitor queues and agent performance in real-time to make necessary adjustments, such as rerouting calls or managing breaks, to maintain service levels
- Analyzing key metrics and performance data to identify areas for improvement, improve staffing efficiency, and enhance customer experience
- Create schedules for new and existing employees
- Schedule meetings and training for representatives
- Identify improvements needed to schedule that will improve SVL
- Ensure all reports and data entry are completed in a timely and accurate manner
- Communicate effectively with all levels of the call center
- Proactive monitoring and analysis of call arrival patterns and existing schedules
- Liaison for operations and IT for system issues
- Collaborating with operational supervisors and managers
- Managing Community edits, i.e., adherence schedules, attendance, and time off requests
- Reliable and predictable attendance of your assigned shift
- Ability to work full time and/or part time based on the position specifications
Skills
- High school diploma or equivalent required
- Strong communication, organizational, analytical, and interpersonal skills required
- Ability to successfully engage in multiple initiatives simultaneously
- Ability to organize and prioritize, maintain attention to detail, and work under critical timeframes
- Excellent oral and written communication skills
- Exceptional attention to detail
- Strong analytical skills
- Proficient in the Microsoft Office suite, Word, Excel, Outlook, Teams, and general working knowledge of the Internet for business use
- Ability to learn new computer systems
- Intermediate Excel experience required
- Reliable and predictable attendance of your assigned shift
- Ability to work full time and/or part time based on the position specifications
- Bachelor's degree preferred
- Call center experience is strongly preferred
Benefits
- This is a remote / work-from-home position.
- Comprehensive health, dental, and vision insurance plans
- Robust life insurance benefits
- Retirement plans, including company-matched 401k and pension plan
- Paid holidays and time off
- Parental leave
- Subsidized all-in-one subscriptions to support your fitness, mindfulness, nutrition, and sleep goals
- Company-paid counseling for assistance with mental health, stress management, and work-life balance
- Continued education reimbursement eligibility
- Company-paid FLMI and ICA courses
- Discounted Texas Rangers tickets
Company Overview