Analyst Workforce Planning - OW09AN

We're determined to make a difference and are proud to be an insurance company that goes well beyond coverages and policies. Working here means having every opportunity to achieve your goals - and to help others accomplish theirs, too. Join our team as we help shape the future.

WHAT ARE THE RESPONSIBILITIES?

• Leveraging the workload needs of the organization against the development time demands in order to plan a successful interval level for daily, weekly, monthly, and annual staffing needs designed to satisfy business objectives.
• Monitor anticipated service levels, staffing levels, and incoming workload needs, making skill adjustments to influence and positively impact performance results.
• Use solid understanding of key business indicators such as response time, efficiency, occupancy, and optimization metrics to make the best decision in the moment.
• Communicate and call out changes to incoming contact patterns to operations and the broader organization.
• Oversee and manage real time response to events such as technical outages, application failures and unexpected results, escalating to appropriate internal teams as needed.
• Interact extensively with business sponsors, trainers, managers, technology partners, underwriters, licensing, compliance, process owners, and other business partners to support and drive the successful planning of development time across the organization.
• Maximize the effective and efficient use of development time at the monthly level with focus on a rolling 12-month scope.
• Execute Paid time off practices including vacation bidding.
• Communicate effectively with peers and those we support in the business to ensure high quality and timely completion of work requests.
• Propose and implement ongoing innovations and improvements to Workforce Management processes.

• Improve data output to the customers ensuring the content is meaningful and intended to assist in the achievement of goals.
• Manage aggressive deadlines and multi-task effectively. Show appropriate sense of urgency to meet milestones established by the business.
• Support design discussions and provide data driven recommendations to assist in the realization of financial benefits of strategic initiatives.

• Create schedules for the upcoming weeks that have fully optimized all available resources while identifying and solving queue level vulnerabilities.
• Analyze the efficiency and optimization of schedules through a methodical approach of determining interval level vulnerabilities which will allow for multiple iterations to schedules in an effort to rectify interval level vulnerabilities in advance of execution, thus providing our WFM team with the best possible plan for execution against desired results.
• Continuously monitor and strictly account for turnover within the organization. Escalate as needed any queue level vulnerabilities to Ops and Forecasters.
• Evaluate interval level guidelines on a monthly basis to ensure that special days and recent trends are accounted for while taking paper production needs into account.
• Coordinate the monthly checkbook process while providing directions as to affordable allocations and desired placement of development time activities to achieve desired results. Work closely with business partners to collect, catalogue, plan, and execute initiatives while leveraging business and workload needs to arrive at an actionable and successful plan.
• Create data driven analysis around anticipated vulnerabilities and historical performance weekly and partner with Operations customers for an effective hand-off for execution.

• Improve overall consistency of any & all communications and recommendations for context setting coinciding with long term planning messages provided to Operations. Provide Operations with status updates and weekly Demand & Capacity planning meeting data points.
• Offer options and solutions in communications while remaining high level and concise.
• Foster open lines of communication amongst internal and external business partners in an effort to keep everyone informed of upcoming changes, initiatives, and trends.
• Constantly design and implement process improvements with the Customer's needs in mind in order to develop a product that is user friendly, accurate, and meaningful.
• Secure ample input from customers requesting data and establish reasonable deadlines.

• Influence the creation of a high-performance culture by helping co-workers realize how individual goals align with team and organizational goals; convey feedback to leaders that will help them differentiate performance on their teams.
• Focus yourself and co-workers on being accountable for results.
• Develop and maintain clear line of sight to segment, function and department strategies when working on project teams or initiatives.
• Seek operational excellence in all decisions or process improvements in which you take part; adopt best practices and lessons learned from within and outside our organization.

• Be creative and thoughtful about how to engage co-workers that are on flexible work arrangements or located at different sites.
• Help maximize productivity of our organization by applying leadership techniques and contemporary work practices targeted to all generations.

• Demonstrates critical thinking and ability to influence others.
• Intermediate to advance proficiency with Microsoft Office tools (Excel, Word, PowerPoint, SharePoint)
• Identifies, analyzes, and solves problems or situations using logical processes.
• Ability to influence decisions with a degree of critical thinking and with a grasp of the strategic intent of the project.
• Makes critical decisions, even in the absence of direct involvement in the day-to-day operations.
• Demonstrates effective negotiation and conflict management skills.
• Champions and effectively manages change. Continually reviews the way things get done to improve efficiency and productivity.

• Effectively articulates business issues, strategies and plans, both orally and in writing.
• Interacts effectively at various levels with different audiences.
• Uses active listening skills to clarify problems/issues.
• Encourages and accepts others' points of view.

• Anticipates customer issues as it relates to project/assignments and proactively determines procedures/solutions.
• Identifies barriers to providing effective support to customers and takes corrective action to address/resolve/remove barriers.

• Level of Education: Bachelor's degree preferred - Subject Matter Expertise commensurate.
• Prefer Intermediate to advance proficiency with Microsoft Office tools (Excel, Word, PowerPoint, SharePoint)
• Prefer experience in workload/capacity planning and use of workforce management tools.
• Manages conflicting priorities and handles multiple projects concurrently.
• Understands potential downstream implications (both positive and negative) of any new business strategy or direction on business results.
• Adapts well to changing demands.
• Meets project timelines and deadlines.
• Proven track record of performance and influence within a matrix organization
• Excellent attention to detail, time management, problem solving, interpersonal and communication skills.
• Ability to think outside of the box and provide creative solutions.