Sr Analyst, Workforce Management

Are you passionate about being part of a team that delivers extraordinary care to help individuals and businesses prepare for and protect their retirement? If so, then Nationwide Financial could be the place for you!

Call center/solutions center experience preferred.

Experience with Workforce Management preferred.

Compensation Grade: E2 Payband

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Job Description Summary
We are "mission control" at Nationwide, helping business units put the right amount of people in the right place at the right time. Aligning capacity with work requires an analytical and forward-thinking approach and meaningful collaboration with functional areas across the enterprise. If you are innovative, thrive in a fast-paced, constantly evolving work environment, we want to hear from you!

As a Senior Analyst, you'll study contact center trends, including call/processing volumes, call/processing patterns, staff productivity, attrition rates and resource allocation. We'll count on you to use your analyses to forecast and schedule contact center capacity management and staffing needs.

Job Description

Key Responsibilities:

• Forecasts call/processing task arrival and builds staffing and scheduling plans to meet business goals and objectives for catastrophes (CAT), holidays and other special events.
• Manages workflow automation software and ensures system is at full potential. Using data from management and scheduling software, prepares forecasts of contact center staffing on a daily, weekly, monthly and priority basis.
• Works with contact center management, team leaders, functional managers and others to schedule training, reschedule staff or reroute calls/processing tasks to match customer call volumes.
• Builds and maintains agent skilling in GAX and IEX/i360. Audits skilling in accordance with internal audit guidelines.
• Analyzes individual skill staffing, in complex, multi-skill environments, ensuring sufficient coverage is in place to meet all service delivery goals. Works with training team to organize any training needed to maintain sufficient skill staffing.
• Attends training given by software vendor, learning how to use all modules. Trains others on contact/processing management software.
• Meets with all levels of management to discuss most efficient ways to use staff resources. Alerts management to problems handling customer volumes; presents possible solutions.
• Makes recommendations for cross-training and overtime needs.
• Builds and updates management system rules ensuring proper recruitment of extra hours/time off and management of off phone activities.
• Recommends/facilitates all agent bidding (schedule/vacation).
• Provides new hire shift recommendations.

May perform other responsibilities as assigned

Reporting Relationships: Reports to Supervisor/Manager.

Typical Skills and Experiences:

Education: Undergraduate studies in a business or quantitative field preferred.

Experience: Three years of experience in workforce forecasting, analyzing and/or capacity management contact center environment.

Knowledge, Abilities and Skills and Abilities: Contact/service center operations such as claims, underwriting and/or administration. Scheduling process and related software. Capacity management, forecasting and statistical analysis. Verbal and written communication skills for contact with vendors, management and contact/service center personnel. Ability to analyze contact center volume and workforce staffing, and recommend solutions to workflow problems. Ability to learn/work in several Contact center management, data gathering and data analytics systems.

Other criteria, including leadership skills, competencies and experiences may take precedence.

Staffing exceptions to the above must be approved by the hiring manager's leader and HR Business Partner.

Values: Regularly and consistently demonstrates Nationwide Values.

Job Conditions:

Overtime Eligibility: Not Eligible (Exempt)

Working Conditions: Normal office environment. Extended periods of sitting/working at personal computer and/or traffic terminal. Non-standard and/or extended work hours as needed to support 7/24 contact center environment.

ADA: The above statements cover what are generally believed to be principal and essential functions of this job. Specific circumstances may allow or require some people assigned to the job to perform a somewhat different combination of duties.

Benefits

We have an array of benefits to fit your needs, including: medical/dental/vision, life insurance, short and long term disability coverage, paid time off with newly hired associates receiving a minimum of 18 days paid time off each full calendar year pro-rated quarterly based on hire date, nine paid holidays, 8 hours of Lifetime paid time off, 8 hours of Unity Day paid time off, 401(k) with company match, company-paid pension plan, business casual attire, and more. To learn more about the benefits we offer, click here.

Nationwide is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive culture where everyone feels challenged, appreciated, respected and engaged. Nationwide prohibits discrimination and harassment and affords equal employment opportunities to employees and applicants without regard to any characteristic (or classification) protected by applicable law.