Assurant
Senior Workforce Analyst
Canada Virtual · Senior · Contract
Sponsorship not specified$50k-$82kDetected 4 days ago
ExcelCustomer SupportCiscoLeadershipCommunicationMicrosoft Office
About the role
- Workforce Analyst plays a critical role in ensuring Contact Center Operations for US Lifestyle and Global Housing can consistently meet client contractual Service Level Agreements (SLAs).
- This position substantially affects operational cost and efficiency, spanning areas like occupancy, overtime, and staffing.
- This position has responsibility across both the Lifestyle and Housing organizations.
Responsibilities
- Partner with vendor managers to communicate and escalate any vendor staffing issues/concerns.
- Make or recommend skilling and/or support adjustments in E-gain to account for out of pattern days, days after holidays, outages, etc.
- Assurant is a leading global business services company that supports, protects, and connects major consumer purchases.
- Assurant supports the responsible use of Artificial Intelligence (AI), but we want to know the real you.
Requirements
- Friday, Saturday and Monday required.
- Employment is contingent upon completion of a required identity verification process, which may include biometric technology, where permitted by applicable law and subject to applicable notice and consent requirements.
Nice to have
- Analyzes intraday and historical performance to respond/plan appropriately across the enterprise.
- Monitor and analyze enterprise (multiple sites, including vendor) SLAs and staffing levels, make appropriate recommendations to ensure client contractual goals are met.
- Accurately analyze and communicate issues related to BCP events, major systems outages, or other unexpected events to ensure necessary staffing adjustments are made, and service level is protected.
- Explain and analyze real time data vs forecast to ensure clarity and show the impact of trends, identify and coordinate enterprise level actions as needed.
- Completion, coordination, and oversight of complex ad hoc analysis of systems issues, BCP events, and daily enterprise contact center performance. (Sr.
- Workforce Analysts analyze and solve complex and non-routine issues across the enterprise.)
- Recommend and adjust staffing levels through overtime, VTO and/or skilling recommendations.
- Identify call volume trends and averages on an intraday, weekly, monthly, basis.
Compensation
- Any posted pay range considers a wide range of compensation factors, including candidate background, experience and work location, while also allowing for salary growth within the position.
- $49,600.00 - $82,100.00
Benefits
- For U.S. benefit information, visit myassurantbenefits.com.
- For benefit information outside the U.S., please speak with your recruiter.
Equal opportunity
- Statement
- Assurant is an Equal Employment Opportunity employer and does not use or consider race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by federal, state, or local law in employment decisions.
- Job Scam Alert
- Please be aware that during Assurant's application process, we will never ask for personal information such as your Social Security number, bank account details, or passwords. Learn more about what to look out for and how to report a scam here.
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This listing is sourced directly from Assurant's careers page and normalized into a canonical job model.