This position will support and execute scheduling, forecasting, and data analysis related to workforce management. This position will provide support for our internal Operational Contact Centers and Processing, team leadership, and our Third-Party Partners (TPAs) to ensure KPI's, SLA's, and critical customer requirements are met within established timeframes and quality measures.
Duties and Responsibilities
Execute key initiatives identified by the Workforce Management, Manager and other leadership to support the workforce management strategy and vision.
Support the establishment of a scalable and sustainable infrastructure for capacity planning, forecasting, and scheduling to ensure we have the right representatives, in the right place, at the right time.
Support the development and ongoing maintenance of staffing models with data from call center and processing teams.
Collaborate with various departments to understand business needs and adjust staffing plans accordingly.
Reviews trends for phone volumes, staffing levels, and customer satisfaction.
Support adherence to KPIs, SLAs and metrics-based workforce planning; gather and analyze workforce data to identify trends and make data-driven decisions to improve operational efficiency.
Gather and prepare data to support development and maintenance of representative, supervisor, and manager reporting/dashboards designed to support performance management.
Support the development and maintenance of standard operating procedures/best practices for processing and call center teams to leverage for scheduling and intraday operations management.
Support and advise the processing and call center teams efforts to continuously monitor and adjust staffing levels to meet service level agreements and achieve key performance indicators.
Ensure compliance with company policies, procedures, and regulatory requirements related to workforce management.
Foster a positive and inclusive work environment that promotes teamwork, collaboration, and professional growth.
Experience and Education Requirements
Bachelor's Degree in Applied Mathematics or Statistics, Data Analytics or Data Science, Business Analytics, Computer Science, or a similar field. Relevant experience may be substituted in lieu of degree.
Minimum of 3 years of experience in workforce management planning that includes scheduling, forecasting, and capacity planning within a contact, claims, or processing center environment.
Preferred:
Experience providing oversight and guidance to 3rd party suppliers
1+ years of process documentation experience
Experience working in the insurance industry, specifically in Life and Annuities
Knowledge, Skills & Abilities
Must be highly curious
Demonstrated knowledge and application of data analysis tools, telecommunications tools, and contact center routing systems
Experience designing and implementing data queries using tools such as SQL or other programs
Excellent organizational, multi-tasking, and prioritization skills
Strong presentation and communication skills, both written and verbal, as you will be in communication with operational leaders and executives
Strong desire to learn and solve problems
Ability to gather, analyze, and connect data from multiple sources
Ability to work independently and in teams
Flexibility to adjust to new work structures, processes, requirements, and/or cultures
Challenges current processes and suggests new techniques, methods, and practices to improve effectiveness and efficiencies
Builds and maintains strong, credible relationships across the business while maintaining independence
Strong analytical (quantitative and qualitative), troubleshooting, problem resolution, and user support skills
Other Requirements
Perform other functions, duties and projects, as assigned
Regular and punctual attendance
Some travel may be required (less than 10%)
#LI-JB1
#LI-Remote
Additional Information
Work Environments
F&G believes in an employee-centric flexible environment, which is why we offer the ability for in-office, hybrid and remote work arrangements. During the hiring process, you'll work with your leader to decide what works best for your role.
F&G complies with federal and state disability laws and makes reasonable accommodations for applicants and candidates with disabilities, unless such accommodation would cause an undue hardship for F&G. If reasonable accommodation is needed to participate in the job application or interview process, please contact talentacquisition@fglife.com.
Join our employee-centric hybrid work environment: F&G Careers
About F&G
Since 1959, Fidelity & Guaranty Life Insurance Company (F&G) has offered annuity and life insurance products to those who are seeking security in retirement and protection during life's unexpected events.
As a national Top Workplace1, an Iowa Top Workplace2 and a proud equal opportunity employer, F&G team members are empowered, collaborative, dynamic and authentic. We believe that by embracing these values, we will continue to build and strengthen the company while continuing to be a great place to work.
1Top Workplaces USA 2022 - 2023
2Des Moines Register Top Workplaces 2018 - 2022
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