Workforce Management Analyst - Intermediate or Senior - Hybrid

Company Description

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!

Job Description

OSITION DESCRIPTION: This 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 selected candidate can be hired at the Intermediate or the Senior level, depending on their, skills abilities and years of experience.

ESSENTIAL FUNCTIONS - Intermediate:

THE FOLLOWING ARE THE USUAL, BASIC AND ESSENTIAL FUNCTIONS OF THE POSITION. THESE FUNCTIONS ARE NOT TO BE CONSTRUED AS AN EXHAUSTIVE LIST OF ALL RESPONSIBILITIES, DUTIES, AND SKILLS REQUIRED. 

• Models ethical behavior and executes job responsibilities in accordance with Citizens core values, ethics, and information protection policies
• Gather information and business intelligence, analyze data trends, identify the root cause(s) and provide information to team members and department leadership
• Communicate intraday performance to senior leadership and operations teams throughout the day, being proactive in consideration of audience needs, making recommendations to management as needed based on intraday results
• Analyze actual results against plan and forecast and recommend interventions where appropriate
• Develop and maintain performance and analysis reports highlighting department results, trends and observations on opportunities for improvement to provide to management
• Assist in the development of long-range and short-range forecasts for the supported business units
• Compile historical volume, production, staffing, attrition and Key Performance Indicator data to be used for creating capacity plans/staffing models. Continually updating data to include actual performance, ensuring accuracy for strategic planning initiatives

ESSENTIAL FUNCTIONS - Senior:

THE FOLLOWING ARE THE USUAL, BASIC AND ESSENTIAL FUNCTIONS OF THE POSITION. THESE FUNCTIONS ARE NOT TO BE CONSTRUED AS AN EXHAUSTIVE LIST OF ALL RESPONSIBILITIES, DUTIES, AND SKILLS REQUIRED. 

• Models ethical behavior and executes job responsibilities in accordance with Citizens core values, ethics, and information protection policies
• 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 sof