Workforce Management Analyst, DentaQuest
DentaQuest · Nashville, TN · 3 wk ago
$54k–$81k/yrFull-time
We need to output only HTML fragment, using for section headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We must include sections only when posting has real specific content. We must not repeat job title as heading. No Job ID etc. Remove boilerplate, navigation, legal, EEO, etc. Must preserve all substantive info.
We need to parse the posting.
Let's extract sections:
- About the role: The first paragraph about Sun Life U.S., DentaQuest, etc. Possibly "About the role" could be the description of company and role context. The posting includes: "Sun Life U.S. is one of the largest providers..." then about DentaQuest, then "Job Description: Sun Life embraces a hybrid work model..." That seems like about the role.
We can put that in
inside
for section headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We must include sections only when posting has real specific content. We must not repeat job title as heading. No Job ID etc. Remove boilerplate, navigation, legal, EEO, etc. Must preserve all substantive info.
We need to parse the posting.
Let's extract sections:
- About the role: The first paragraph about Sun Life U.S., DentaQuest, etc. Possibly "About the role" could be the description of company and role context. The posting includes: "Sun Life U.S. is one of the largest providers..." then about DentaQuest, then "Job Description: Sun Life embraces a hybrid work model..." That seems like about the role.
We can put that in About the role
with
containing that info. - Responsibilities: The "What you will do:" bullet list (actually paragraphs). We'll list each duty as
- .
- Requirements: The "What you will bring with you:" includes Required and Preferred. Could separate into Requirements (required) and Qualifications (preferred) or Skills. The instruction says we can use sections: Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We need to decide.
We have Required qualifications (education, experience, skills). Preferred qualifications. Also "Skills" could be a section for skill list.
We have Benefits described later: "Life is brighter when you work at Sun Life ..." includes 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, partially paid sabbatical program, 401(k) employer match, stock purchase options, employer-funded retirement account, flexible inclusive collaborative work environment, recognition, etc.
Pay: Salary range $53,800 - $80,700 plus discretionary annual incentive award.
Schedule: Hybrid work model: expected to be in office at least 2 days per week. Also flexibility to work varied hours 7am-7pm CST occasional off hours including weekends. So schedule info.
We must not create sections with filler like "commensurate with experience". We have actual content.
Thus we will output sections:
- ... each duty
- . Now Requirements (Required) we already captured. Now Qualifications (Preferred) we captured. Now Benefits: paragraph after "Life is brighter when you work at Sun Life". Let's extract: "Life is brighter when you work at Sun Life At Sun Life, we prioritize your well-being with comprehensive benefits, including 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. Plan for your future with our 401(k) employer match, stock purchase options and an employer-funded retirement account. Enjoy a flexible, inclusive and collaborative work environment that supports career growth. We’re proud to be recognized in our communities as a top employer. Proudly Great Place to Work® Certified in Canada and the U.S., we’ve also been recognized as a "Top 10" employer by the Boston Globe's "Top Places to Work" for two years in a row. Visit our website to learn more about our benefits and recognition within our communities." We should keep all that. Remove "Visit our website to learn more about our benefits and recognition within our communities." maybe it's promotional but okay. Now Pay: Salary range and discretionary annual incentive award. Paragraph: "Salary: Salary Range: $53,800 - $80,700 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." We'll keep that. Now Schedule: Hybrid work model expectation and flexible hours. From earlier: "Sun Life embraces a hybrid work model that balances in-office collaboration with the flexibility of virtual work. Our team members and leaders are expected to
About the role
... (company description and hybrid work model)
Responsibilities
Requirements
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).
Maybe also include "Preferred" as Qualifications or Skills. Let's do Qualifications for preferred.Qualifications
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.
Skills could be separate but we already covered many skills in Requirements. Could combine but we can still have Skills section for things like "Strong analytical skills, Strong attention to detail, etc." but that duplicates. Better to keep Skills maybe for soft skills? However we already have many. The instruction: Prefer a few substantive sections over many thin ones. So maybe we combine Required and Preferred into Requirements and Qualifications, and skip Skills. Benefits: we have paragraph about benefits. Pay: Salary range and discretionary annual incentive award. Schedule: Hybrid work model expectation (2 days in office) and flexible hours. We must not repeat job title. Also we must not include boilerplate like EEO, legal, accommodation, privacy policy, etc. Remove those. We need to ensure we preserve all substantive information. Let's capture all substantive content from the posting. Let's rewrite the About the role paragraph: combine the initial description about Sun Life U.S., DentaQuest, and hybrid work model. Original: "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. Job Description: Sun Life embraces a hybrid work model that balances in-office collaboration with the flexibility of virtual work. Our team members and leaders are expected to foster connection and teamwork by being present in the office at least 2 days per week." We should keep all that. Remove "Visit our website to discover how Sun Life is making life brighter for our customers, partners and communities." maybe that's promotional but still substantive? It's not boilerplate; it's a call to visit website. Might be considered navigation? It's not essential but could be kept. However instruction: remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. That line is not navigation but promotional. Might be okay to keep. But we can keep it. Now Responsibilities: list each duty from "What you will do:" paragraph. It's a long paragraph with many sentences separated by commas. We need to break into list items. We'll extract each distinct duty. Let's parse: "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'll put each as