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Program Manager - Enterprise Architecture

Country Companies

Country Companies

IT, Operations
Bloomington, IL, USA · Minneapolis, MN, USA · Alpharetta, GA, USA
Posted on Tuesday, June 11, 2024
Workforce Management Analyst

Job Number:

240242

Primary Location

: US-IL-Bloomington
As a Workforce Planning Analyst, you will be a member of the workforce management (WFM) team that uses specialized software to forecast, schedule, and manage real time staffing for contact centers and other business areas at COUNTRY Financial. This team ensures the right staff is in place to meet client and agency expectations in a multi-channel, fast-paced environment. The right person will be very organized and have strong analytical skills, make data-driven decisions and recommendations, and have the ability to flex and reprioritize changing workload. They will establish strong relationships with scheduled staff, the WFM team and the departments they serve.

This position offers a hybrid work schedule and is based out of our corporate offices in Bloomington, IL.

How does a Workforce Planning Analyst make an impact?

  • Forecasts, creates, and adjusts employee schedules accurately & most efficiently using workforce management software to determine immediate & future hiring/staffing needs. Collaborates regularly with contact center management to assist in proactively identifying & executing needed staffing adjustments to meet key performance indicators such as service levels.
  • Applies scheduling expertise to ensure data normalization and trending changes are accurate. Models complex scenarios and scope changes. Makes manual adjustments when necessary to forecast or schedule more accurately.
  • Provides continuous improvement recommendations to management by staying abreast of industry scheduling advancements, utilizing vendor webinars and user groups, and other methods or research to ensure COUNTRY contact centers are using best in class scheduling practices, processes, and efficiencies.

    Do you have what we’re looking for?

    • Experienced in contact center software and contact center operations; NICE WFM software preferred
    • Ability to analyze data patterns and trends to make sound decisions and recommendations to team and leadership
    • Ability to follow established processes with accuracy; mindset for continuous improvements and efficiencies
    • Excellent listening/communication skills and a proven ability to resolve conflict and work effectively with all levels of leadership/employees
    • Proficiency in Microsoft Word, Excel and Power Point
    • Typically requires 4 years of relevant experience or a combination of related experience, education and training.

    Why work with us?

    Our employees and representatives serve nearly one million households with our diverse range of personal and business insurance products as well as retirement and investment services. We build relationships and work together to create a stronger, more secure future for our clients and our communities. We’re a big company, yet small enough you can make an impact and won’t get lost in the shuffle. You’ll have the opportunity to learn and grow throughout your career, either within this role or by exploring other areas of our business.

    You’ll be able to take advantage of our benefits package, which includes insurance benefits (medical, dental, vision, disability, and life), 401(k) with company match, parental leave, paid time off, paid company holidays and time off to volunteer in your community. Please click here to learn more about who we are and the many benefits we offer our employees.

    COUNTRY Financial is committed to providing equal opportunity in all areas of employment, and in providing employees with a work environment free of discrimination and harassment. Employment decisions are made without regard to race, color, religion, age, gender, sexual orientation, veteran status, national origin, disability, or any other status protected by applicable laws or regulations.

    Come join our team at COUNTRY today!

    COUNTRY Financial does not generally sponsor individuals for employment-based visas for this position.