Workforce Management Analyst – Sr

Citizens Property Insurance Corporation
August 29, 2020
Jacksonville, FL
Job Type


Searching for a place to make your mark? Every great team depends on the individual contributions of its members - the skills, talents and the passion that each team member brings. At Citizens, we're building a workforce of top achievers committed to our company's mission and vision. Our company values the knowledge that comes from experienced and dedicated individuals with a variety of backgrounds, in or out of insurance.

Citizens' Mission is to provide property insurance protection in Florida to those who are, in good faith, unable to obtain coverage through the private market while also providing the utmost in customer service. Our Values are public service, integrity, respect, responsiveness and sound judgment. We strive to not only provide affordable insurance products and services but also to provide sound financial responsibility to the citizens of Florida.

At Citizens, we are a team of dedicated, service-minded professionals committed to our policyholders. Come achieve and maximize your potential with us!


The Sr. Workforce Management Analyst position is responsible for short-term forecasting of production and/or call volumes and staffing needs to ensure resources are maximized and staffing levels are appropriate to meet target service levels. Additionally, this position is responsible for long-term forecasting of future business needs and implementing a long-term strategic plan for multiple business units. This position is heavily involved with any process that affects staffing and productivity within the supported business units.

The Workforce Management Analyst II is responsible for collecting, reviewing, and analyzing intraday and historical call and production data to determine operational efficiency and trends in order to formulate plans to further the current and future operational goals for multiple business units. Additionally, this position assists in providing guidance and advice on the most efficient use of workforce resources to obtain positive and measurable results.

This position will be filled at either the senior level or at the Intermediate level depending on the experience and education of the selected candidate.

* Analyzes call center historical data and upcoming business forecasts to create strategic short- and long-term call center forecasts and staffing recommendations to ensure call center Key Performance Indicator goals are met.
* Leads resource planning meetings with management and other business partners to understand upcoming company initiatives, business forecasts, and risks to ensure the supported business units are prepared to meet future demands.
* Develops robust plans for management team, providing detailed key performance indicators and staffing analyses to ensure readiness for budget FTE planning, growth initiatives, fluctuations in seasonal volume, CAT event, and other what-if scenarios
* Applies mathematical modeling expertise and statistical analysis to design and create reports to optimize the use of resources; partners with the management team to create solutions to improve processes, increase productivity and maximize utilization.
* Maintains an accurate database of historical information on absenteeism, attrition, management investment, call and/or production volume, productivity, service level performance and any additional staff metrics, as needed per business unit
* Serves as WFM technology Subject Matter Expert, partnering with WFM software vendor and IT department to improve use of WFM technology, resulting in more accurate schedules and forecasts
* Oversee, maintain and update the Workforce Management tool with statistical data (i.e. volume distribution, call/email/production handle time distribution, shrinkage, forecasting and scheduling scenarios) to ensure accurate forecasts and administer individual access rights.

* Advanced knowledge of Excel and other windows-based programs used to warehouse, track and analyze data
* Knowledge of key business decisions regarding appropriate staffing levels, budget saving opportunities, and streamlining workflow processes
* In-depth knowledge of business processes and call operations
* Advanced knowledge of WFM ACD and scheduling software
* Ability to perform accurate agent forecasting for highly complex business groups
* Demonstrated analytical, communication and trouble- shooting skills
* Ability to develop qualitative and quantitative analysis of strategic business initiatives
* Highly organized with attention to detail, data integrity, accuracy and the ability to manage multiple priorities with little or no direction
* Ability to identify areas of opportunity, collect data, establish facts, assess results, draw valid conclusions and present alternative solutions
* Ability to validate and add to (if necessary) business plans
* Demonstrated ability to successfully lead meetings with senior leaders
* Demonstrated ability to successfully and effectively explain technical issues and concepts to a non-technical audience
* Experience creating reports and presentations for a senior-leadership audience, including experience with trending analysis, pivot tables, and advanced formulas
* Demonstrated competency in dealing with all levels of employees /management and building strong relationships with teams and all organizational customers


Senior Level

  • Associate/Technical Degree OR 2 years relevant experience, OR a combination of both college and experience equivalent to 2 years


  • 4 or more years' Workforce Management experience forecasting, capacity planning and workforce planning analysis in a contact center environment, including expertise in developing and evolving forecasting models with complex and multi-variant drivers, translating information to budget plans, and providing analysis on results.

Intermediate Level

  • Associate/Technical Degree OR 2 years relevant experience, OR a combination of both college and experience equivalent to 2 years


  • 3 or more years' Workforce Management experience real-time management, scheduling, forecasting to include 2 years in designing, developing and reporting including trending, productivity reporting, shrinkage, scorecards and dashboards.


* 6 or more years of experience specifically in forecasting and planning by utilizing various call center tools
* Working knowledge of NICE WFM and/or OpenScape
* Advanced degree in Mathematics or Statistics
* Intermediate to Advanced knowledge of SQL
* CWPP or similar professional designation

PHYSICAL REQUIREMENTS: This position requires the ability to sit for long periods of time, hear and converse over the telephone, and key frequently on a computer (4 or more hours per day).
We offer unlimited career potential, excellent training and development opportunities, and a structured Career Development program to explore future roles of interest while growing and developing in your existing role.

Citizens offers a competitive compensation and benefits package that includes comprehensive medical/dental, Retirement Savings Plan, Vacation and Sick Time, EAP, Tuition Reimbursement, Community Service and much more!

* Retirement savings plan with a generous company match
* Medical, dental and vision coverage
* Company Paid employee basic life insurance and short-term disability
* Generous paid time off: vacation, sick and holiday leave
* Employee Assistance and Wellness Programs
* Tuition reimbursement
* Professional and leadership development opportunities
* Flexible work schedule and Alternative Work Arrangements
* Company Paid Parking
* Employee recognition programs
* Relocation assistance (where applicable)


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