Workforce Management Analyst - Remote

Salary Range : $48,400 - $72,600 Annual

Job Details

The stated pay range is based on a national-average location. Actual salary is determined by factors including relevant work experience, skills and location. This position is bonus eligible.

CNO Financial Group is hiring a Workforce Management Analyst to perform complex data analysis to determine scheduling targets, intra-day management, and historical trends. This position will provide both strategic and tactical planning to ensure the contact center meets or exceeds service levels and key performance indicators on a daily and interval basis with an intense focus on real time reporting and schedule management. This individual will need strong analytical, quantitative and problem-solving abilities and be familiar with using multiple sources of data and systems.

This is your opportunity to use Access, Tableau, and PowerBI to provide information to numerous internal and external customers.

As a Workforce Management Analyst, your responsibilities will include:

Agent schedule creation considering real time changes, optimization, monitoring, and management

Ensuring optimal coverage and delivering on service level targets accounting for multiple agent skills and varying call types

Providing rolling 6-month forecasts, analyzing real time patterns

Identifying operational efficiency and productivity improvement opportunities and providing recommendations to Senior Leadership based upon data analysis, including examining impact of process changes, helping production and management personnel better understand and identify risks, validating key assumptions, and supporting business decisions

Managing the intra-day queue and agent workflow coordination to ensure schedule adherence, and to respond to unplanned call volume, staffing, and handle time variances

Proactively monitoring service levels, efficiency, and workload

Determining root cause analysis to address service deficiencies related to volume, handling time, staffing, and adherence

Creating /modifying reports, conducting data mining, and providing analysis using Business Objects, Excel, Tableau, Access, Alteryx

Documenting/maintaining all Workforce Management and Contact Center software processes and procedures

Creating high level performance dashboards for the contact center

Performing real-time management of agent skill-set and queue assignments, daily schedule and activity maintenance within WFM scheduling

Providing reporting and call recordings for regulatory, compliance, and SIU activities

The Workforce Management Analyst position is well-suited for you if you:

Have strong technical skills in Excel, Access, Word, and PowerPoint

Possess strong knowledge of general workforce management technology concepts

Exhibit strong communication and interpersonal skills and are able to work directly with senior leadership

Are able to stay organized and prioritize multiple simultaneous work requests

Have experience extracting large quantities of complex data and developing reports

Have experience to develop automated visualizations that easily and effectively communicate complex analytical results to business partners

Demonstrate ability to work independently and as part of a team

Exhibit understanding of how data can be used to advise the operational decision making process

What you’ll need:

Associates degree or four years of relevant experience as equivalent

One year of data analysis or workforce planning experience

Advanced Microsoft Excel skills (macros, vlookups, pivot tables, etc.)

Willingness to work central or eastern time zone business hours

What will set you apart:

Analytical experience within Customer Service Environment where the following tools are used: Avaya, CMS, IEX, NICE/Envision, IVR

Experience with Access, Business Objects, Tableau, and Power BI

The Company offers the following benefits for this position, subject to applicable eligibility requirements:

medical insurance

dental insurance

vision insurance

401(k) retirement plan with company match

short-term & long-term disability insurance

Paid time-off and corporate holidays,

paid parental leave

company paid life insurance

CNO embraces flexibility and encourages you to work where you’re most productive. This position is considered a hybrid position, requiring the associates to live within a 60-mile radius of our corporate office Carmel, IN office will have access to come in on a hybrid model and will be required to come onsite from time to time. Work cannot be performed from outside of the United States.

CNO provides life and health insurance, annuities, financial services, and workforce benefits solutions through our family of brands and supported by our associates and agents. Our customers work hard to save for the future, and we help protect their health, income and retirement needs with 3.2 million policies and more than $37.9 billion in total assets. Our 3,500 associates, 10,400 exclusive agents and independent partner agents guide individuals, families and businesses through a lifetime of financial decisions.

We are financially strong and well positioned for continued growth, and we are grounded in our core values of People Focused, Integrity, Customer Driven, and Excellence. We have offices in more than 260 communities in the U.S., including our headquarters in Carmel, Indiana, and corporate offices in Birmingham, Chicago, Orlando and Milwaukee.

At CNO Financial Group, we’re always looking forward—to the security and stability we help create for our insurance brands’ customers, and the growth we create within our own company. We're looking for ambitious people who want to do more. We'll provide you with opportunities to grow your skills through challenging professional experiences.

If you're looking for a culture that encourages development, helps you reach your potential, and rewards you for your contribution, then CNO Financial Group is right for you. For more information, visit CNOinc.com.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Compensation

Pay Range: $48,400.00 - $72,600.00 Annual

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

ReqID : JR169336

Job Type : Full time