Sr. Analyst, Workforce Management

Alternate Locations: Work from Home; Atlanta, GA (Georgia); Boston, MA (Massachusetts); Charlotte, NC (North Carolina); Dover, NH (New Hampshire); Fort Wayne, IN (Indiana); Greensboro, NC (North Carolina); Omaha, NE (Nebraska); Phoenix, AZ (Arizona); Radnor, PA (Pennsylvania); US All Regions

 

 Work Arrangement:

Hybrid/Flexible : Work at home and use the office as appropriate for in-person collaboration.

 

Relocation assistance:  is not available for this opportunity.

 

Requisition #: 73603

 

The Role at a Glance

We are excited to bring on a Sr. Analyst, Workforce Management to support the Group Protection business.

Background Details
As a Sr. Analyst on the Workforce Management team, provide subject matter expertise and direction to design and implement in-depth business analytics, metrics, and predictive modeling to support goals and objective. You will also develop, analyze, and communicate detailed and thorough long and short-term complex forecasting. You will collaborate with stakeholders and provide consultative advice & analytic support to advance growth & profitability initiatives and deliver meaningful business results by utilizing the Verint software. 

What you'll be doing

• Applies foundational knowledge to provide recommendations for best methods for reporting and displaying data that enables the business areas to best manage their departments/teams.
• Creates presentation materials for project kick off, status and implementation meetings.
• Identifies and communicates to management process improvements that reduce workloads or improve quality.
• Maintains knowledge on current and emerging developments/trends, assesses the impact, and collaborates with management to incorporate new trends and developments in current and future solutions.
• Develops proposals for effective resource utilization and efficiency gains, including innovative changes to call/work item routing, staffing, scheduling processes, and procedures.
• Performs real-time complex analysis of call center and/or other work item queues to evaluate adherence to staff schedules.
• Takes initiative to drive request generation by educating business partners on Verint capabilities.
• Creates and maintains strong relationships with key stakeholders and business leaders.
• Tracks project progress and frequently shares updates with team and leadership.
• Work in tandem with Speech Analytics counterpart.
• Performs and delivers on routine assignments/projects while simultaneously leveraging and applying knowledge.
• Promotes and enhances organizational initiatives by positively influencing and supporting change management and/or departmental/enterprise initiatives.

What we’re looking for

Must-haves:

• 4 Year/Bachelor's degree or equivalent work experience (4 years of experience in lieu of Bachelor's) - Minimum Required
• 5 – 7+ Years experience in workforce management and business analytics directly related to the specific responsibilities of this position (Required)
• Verint software experience
• Strong Excel, building Macros preferred

 

Nice-to-haves: 

• Coding experience 
• Speech Analytics experience

Application Deadline

Applications for this position will be accepted through 9/9/24 subject to earlier closure due to applicant volume.

 

What’s it like to work here?

At Lincoln Financial Group, we love what we do. We make meaningful contributions each and every day to empower our customers to take charge of their lives. Working alongside dedicated and talented colleagues, we build fulfilling careers and stronger communities through a company that values our unique perspectives, insights and contributions and invests in programs that empower each of us to take charge of our own future. 

 

What’s in it for you:

• Clearly defined career tracks and job levels, along with associated behaviors for each Lincoln leadership Attribute.

• Leadership development and virtual training opportunities

• PTO/parental leave

• Competitive 401K and employee benefits

• Free financial counseling, health coaching and employee assistance program

• Tuition assistance program

• A leadership team that prioritizes your health and well-being; offering a remote work environment and flexible work hybrid situations

• Effective productivity/technology tools and training