Workforce Management Analyst, DentaQuest

We need to output HTML fragment with sections: headings

for sections like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We must include only sections with real content. We need to parse the job posting. First, there is introductory paragraph about Sun Life, DentaQuest etc. That's likely "About the role" or maybe "About the company". The instruction: use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we can have "About the role" heading and then paragraph(s) describing the role and company. We must not repeat job title as heading. Job title is "Workforce Management Analyst". Not to be used as heading. We need to include sections: Responsibilities (What you will do), Requirements/Qualifications (What you will bring with you), Skills maybe combined, Benefits, Pay, Schedule. We need to preserve all substantive information, not invent or summarize away detail. Remove boilerplate: cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, application instructions. Also remove "Visit our website to discover..." etc. Also remove "Not ready to apply yet..." etc. Also remove "We are committed to fostering an inclusive environment..." etc. Also remove "We will make reasonable accommodations..." etc. Also remove "Job Category: Customer Service / Operations Posting End Date: 29/10/2026" maybe minor metadata; we can fold into short

or drop. Probably drop. We need to keep salary range: $53,800 - $80,700. Also mention discretionary annual incentive award. Also mention benefits: generous vacation and sick time, market-leading paid family, parental and adoption leave, medical coverage, company paid life and AD&D insurance, disability programs and a partially paid sabbatical program. 401(k) employer match, stock purchase options, employer-funded retirement account. Flexible, inclusive and collaborative work environment. Recognitions: Great Place to Work® Certified, Top 10 employer by Boston Globe's "Top Places to Work". Might be considered benefits? Could be separate but we can include under Benefits. Schedule: The posting mentions hybrid work model: expected to be in office at least 2 days per week. Also flexibility to work varied hours and be available as required by business operations. Ability to work 7 am - 7 pm CST (and occasional off hours including weekends). So schedule info present. Thus we will have sections: About the role, Responsibilities, Requirements, Skills (maybe combine with Requirements?), Benefits, Pay, Schedule. We need to use

• for any list of duties/requirements/benefits. So for responsibilities list, we need
  • each duty. For requirements list, also
    • . For benefits list, also
      • . For skills maybe also list. We must not create sections with filler like "commensurate with experience". Not present. We need to preserve all substantive info; we must not omit details like specific software NICE/IEX, Microsoft Office products, etc. Also mention ability to attend additional training, etc. We need to be careful not to include duplicated lines. The posting repeats some items like "Strong analytical skills." appears twice; we should deduplicate. Let's extract content. First, introductory paragraphs: "Sun Life U.S. is one of the largest providers of employee and government benefits, helping approximately 50 million Americans access the care and coverage they need. Through employers, industry partners and government programs, Sun Life U.S. offers a portfolio of benefits and services, including dental, vision, disability, absence management, life, supplemental health, medical stop-loss insurance, and healthcare navigation. We have more than 6,400 employees and associates in our partner dental practices and operate nationwide. At Sun Life, we're driven by our Purpose: helping our Clients achieve lifetime financial security and live healthier lives. Our values shape how we work: caring, authentic, bold, inspiring, and impactful. When you join Sun Life, you'll work with passionate colleagues and empowering leaders who support your growth and celebrate your contributions, so you can make a meaningful difference in our Clients' lives. Visit our website to discover how Sun Life is making life brighter for our customers, partners and communities. DentaQuest manages dental and vision benefits for more than 33 million Americans. Our outcomes-based, cost-effective solutions are designed for Medicaid and CHIP, Medicare Advantage, small and large businesses, and individuals. With a focus on prevention and value, we aim to make quality care accessible to improve the oral health of all." We can keep that as About the role (or About the company). Remove "Visit our website to discover..." as it's boilerplate? It's a call to action; maybe considered application instruction? It's not exactly application instruction but it's a generic link. The instruction says remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. "Visit our website to discover..." is not exactly application instruction but could be considered navigation. Safer to remove it. Also later there is "Visit our website to learn more about our benefits and recognition within our communities." That's also navigation; remove. Thus About the role paragraph will be the descriptive content without those sentences. Let's craft About the role: Sun Life U.S. is one of the largest providers of employee and government benefits, helping approximately 50 million Americans access the care and coverage they need. Through employers, industry partners and government programs, Sun Life U.S. offers a portfolio of benefits and services, including dental, vision, disability, absence management, life, supplemental health, medical stop-loss insurance, and healthcare navigation. We have more than 6,400 employees and associates in our partner dental practices and operate nationwide. At Sun Life, we're driven by our Purpose: helping our Clients achieve lifetime financial security and live healthier lives. Our values shape how we work: caring, authentic, bold, inspiring, and impactful. When you join Sun Life, you'll work with passionate colleagues and empowering leaders who support your growth and celebrate your contributions, so you can make a meaningful difference in our Clients' lives. DentaQuest manages dental and vision benefits for more than 33 million Americans. Our outcomes-based, cost-effective solutions are designed for Medicaid and CHIP, Medicare Advantage, small and large businesses, and individuals. With a focus on prevention and value, we aim to make quality care accessible to improve the oral health of all. That seems fine. Now Responsibilities: "What you will do:" list. Let's extract bullet points from that paragraph. The paragraph after "What you will do:" includes many sentences, each could be a duty. We need to break into list items. Original: "Apply advanced workforce management knowledge in forecasting, BPO performance management, real-time intraday monitoring, scheduling, adherence, and off-phone activity planning, including team meetings, supervisor coaching, training, and project work. Support operational management of BPO partner relationships by tracking performance metrics, preparing business review materials, and providing supporting analysis. Maintain and update workforce capacity models to support routine and ad hoc capacity planning requests across BPO and internal FTE teams. Develop and maintain reports to analyze support volume trends, agent productivity, staffing vendor performance, and operational outcomes. Translate workforce data into clear, data-informed recommendations for leadership with minimal oversight. Partner with leadership on short- and long-term capacity needs, including staffing scenarios for new business launches and tradeoff analysis between internal FTE headcount and BPO scope. Identify operational inefficiencies and recommend improvements to key performance metrics, including service level, average handle time, occupancy, adherence, and forecast accuracy. Support expansion of workforce management practices across additional Support Services teams. Monitor real-time adherence to ensure BPO, outsourcer, and internal agents are available during scheduled phone hours, including breaks, lunches, meetings, and other scheduled activities. Forecast contact volume, training sessions, team and project work, paid time off, personal leave, and other factors to determine adequate staffing coverage and consistent customer support levels. Manage and monitor scheduled and unscheduled paid time off requests and update staffing plans in real time. Use workforce management software, call center operations knowledge, and contact center KPIs to support a multi-line-of-business environment. Communicate proactively with internal and external partners to track operational progress, resolve issues, and support business objectives. Serve as a liaison between department leadership, internal teams, and external partners to support issue resolution and operational alignment. Generate and communicate off-phone activity reports, staffing updates, performance measures, and call statistics to appropriate members of management. Build effective working relationships with internal and external resources to gain cooperation and support departmental and business objectives. Develop reports, maintain spreadsheets, identify trends, and work with management to address operational issues. Maintain direct partnerships with Customer Service Managers, Supervisors, and Customer Service Representatives to support an employee-friendly environment. Recommend and implement staffing, schedule, and shift changes based on volume trends and call traffic. Perform other duties as assigned." We need to put each as
      • . Ensure no duplication. Now Requirements/Qualifications: "What you will bring with you:" includes Required and Preferred. We need to separate maybe into Requirements (Required) and Skills (Preferred) or combine. The instruction: use headings like Requirements, Qualifications, Skills. We can have Requirements for required qualifications, and Skills for preferred skills. Let's extract Required: "Bachelor’s degree and at least 2 years of experience analyzing workforce data and making staffing or scheduling recommendations; or at least 6 years of equivalent experience analyzing workforce data and making staffing or scheduling recommendations. Experience using workforce management software, specifically NICE/IEX. Ability to apply creative problem-solving techniques to operational challenges. Excellent verbal and written communication skills, including the ability to communicate effectively, tactfully, and courteously. Strong knowledge of Microsoft Office products, including Word, Excel, PowerPoint, Access, and Edge. Experience working cross-functionally with multiple groups toward a common goal. Self-motivated, enthusiastic, creative, and analytical, with strong problem-solving skills. Excellent interpersonal skills and strong time management abilities. Strong organizational skills, including the ability to prioritize work efficiently. Ability to take initiative and manage multiple tasks simultaneously while working efficiently, effectively, and independently with minimal supervision in a fast-paced, customer-focused environment. Flexibility to work varied hours and be available as required by business operations. Strong analytical skills. Strong attention to detail and accuracy. Ability to reflect and support the goals and philosophy of the company. Ability to attend additional training as requested or deemed necessary. Ability to work 7 am - 7 pm CST (and occasional off hours including weekends)." Note: Some items duplicate: Strong analytical skills appears also earlier; we can keep once. Also "Ability to work 7 am - 7 pm CST (and occasional off hours including weekends)" is schedule info; maybe we should move to Schedule section. But it's also a requirement. We'll keep in Schedule. Now Preferred: "Experience developing, maintaining, and improving workforce forecasting models, including capacity models and forecasting methodologies. Familiarity with AI-enabled tools or applications in customer support environments, including their impact on staffing, forecasting, and capacity planning. Experience working in a high-growth or rapidly changing operational environment. Advanced Excel proficiency, including pivot tables, VLOOKUP, and macros. Experience developing executive-level reporting dashboards and presenting data-driven insights to senior leadership. Experience with AWS. Ability to travel as needed based on business requirements." We'll put these under Skills (or Preferred Qualifications). Use heading Skills. Now Benefits: from later paragraph: "At our company, we are committed to pay transparency and equity. The salary range for this role is competitive nationwide, and we strive to ensure that compensation is fair and equitable. Your actual base salary will be determined based on your unique skills, qualifications, experience, education, and geographic location. In addition to your base salary, this position is eligible for a discretionary annual incentive award based on your individual performance as well as the overall performance of the business. We are dedicated to creating a work environment where everyone is rewarded for their contributions." That's more about pay