Workforce Management Analyst

About the role

Farm Bureau Financial Services is seeking a Workforce Management Analyst to join their team. This position requires experience in data research and analysis, and proficiency in Microsoft Access, Excel Power Pivot, and Power BI.

Responsibilities

• Analyze intra-day contact volume data and support functional management in the Call Center for resource optimization.
• Monitor and adjust schedules in real-time to meet departmental Key Performance Indicators (KPIs).
• Develop accurate and effective schedules, using real-time decision-making to achieve service level targets.
• Review existing data and conduct research to develop recommendations and solutions for the Multi-Line Contact Center.
• Assemble and present reports and presentations of key data variables to drive decisions.
• Create and enhance reporting through dashboards and data visualization techniques to promote management's understanding of business metrics.
• Develop reports and presentations on project conclusions and implications, documenting analyses and ensuring key stakeholders understand the business implications.
• Analyze internal and external information to understand key variables that can improve and standardize work processes.
• Preserve confidentiality of production data results.

Requirements

• College degree (Statistics, Mathematics, Economics, or Business preferred) or equivalent with one-year relevant experience.
• Data research and analysis experience preferred.
• Experience in conducting and interpreting results from qualitative and quantitative surveys and database research.
• Working knowledge of Microsoft Access, Microsoft Excel Power Pivot, and Power BI.
• Knowledge of Workforce Management systems preferred (such as NICE).
• The ability to learn and apply new software and capture, analyze, and synthesize data and report results.
• Strong analytical and logical skills associated with numbers.
• Excellent written and verbal communication skills.
• Strong proven communication skills and a teamwork mindset.

Qualifications

• Ability to work in-person from our office in West Des Moines, Iowa or Manhattan, Kansas.

Skills

• Data research and analysis.
• Microsoft Access, Excel Power Pivot, and Power BI.
• Workforce Management systems (NICE).
• Real-time decision-making.
• Report development and presentation.
• Confidentiality of production data.

Benefits

• Enhanced 401K with a match.
• Low-cost health, dental, and vision benefits.
• Life and disability insurance options.
• Paid time off, including holidays and volunteer time.
• Onsite wellness facility with fitness classes and programs.
• A daycare center.
• A cafeteria.