Workforce Management Analyst (Remote)

About the Role

Globe Life is looking for a Workforce Management Analyst to join the team. In this remote role, you will ensure the right number of agents are available to meet customer demand by forecasting call volumes, scheduling staff, monitoring real-time queues, and analyzing performance data. The Workforce Management Analyst is primarily responsible for achieving department Service Level goals (SVL) while balancing SVL goals and labor costs, and will make recommendations to improve efficiency and service levels for customers.

Responsibilities

• Monitor queues and agent performance in real-time to make necessary adjustments, such as rerouting calls or managing breaks, to maintain service levels.
• Analyze key metrics and performance data to identify areas for improvement, enhance staffing efficiency, and improve customer experience.
• Create schedules for new and existing employees, including meetings and training for representatives.
• Identify scheduling improvements to enhance Service Level (SVL).
• Ensure all reports and data entry are completed accurately and on time.
• Communicate effectively with all levels of the call center.
• Proactively monitor and analyze call arrival patterns and existing schedules.
• Serve as a liaison between operations and IT for system issues.
• Collaborate with operational supervisors and managers.
• Manage Community edits, including adherence schedules, attendance, and time-off requests.

Requirements

• High school diploma or equivalent required; Bachelor’s degree preferred.
• Call center experience is strongly preferred.
• Strong communication, organizational, analytical, and interpersonal skills.
• Ability to engage in multiple initiatives simultaneously and work under critical timeframes.
• Excellent oral and written communication skills with exceptional attention to detail.
• Strong analytical skills and proficiency in Microsoft Office (Word, Excel, Outlook, Teams).
• Intermediate Excel experience required.
• Ability to learn new computer systems.
• Reliable and predictable attendance of your assigned shift.
• Ability to work full-time or part-time based on position specifications.

Benefits

• Competitive compensation designed to reflect your expertise and contribution.
• Comprehensive health, dental, and vision insurance plans.
• Robust life insurance benefits and retirement plans, including company-matched 401k and pension plan.
• Paid holidays and time off to support work-life balance.
• Parental leave for new additions to your family.
• Subsidized all-in-one subscriptions for fitness, mindfulness, nutrition, and sleep goals.
• Company-paid counseling for mental health, stress management, and work-life balance.
• Continued education reimbursement eligibility and company-paid FLMI and ICA courses.
• Discounted Texas Rangers tickets for visits to Globe Life Field.