Workforce Management Analyst

Workforce Management Analyst

Established in 2021, Independence Pet Holdings is a corporate holding company that manages a diverse and broad portfolio of modern pet health brands and services, including insurance, pet education, lost recovery services, and more throughout North America. We believe pet insurance is more than a financial product and build solutions to simplify the pet parenting journey and help improve the well-being of pets. As a leading authority in the pet category, we operate with a full stack of resources, capital, and services to support pet parents. Our multi-brand and omni-channel approach include our own insurance carrier, insurance brands and partner brands.

PTZ Insurance Services Ltd is seeking a Workforce Management Analyst who will report to the Supervisor, Workforce Management. The Workforce Management Analyst is responsible for analyzing and reporting on contact volumes and handle times for a multi skilled contact center. This role also creates schedules that allow the center to meet service levels, sales, abandonment, training, and budgetary goals.

Job Location : Remote USA or Canada

Main Responsibilities :

• Produces accurate forecasts of expected workload for a multi skilled contact center
• Ensures staffing and resources are appropriately distributed to meet contractual service level requirements
• Coordinates with Contact Center leadership and other stakeholders to tackle forecasted and emerging challenges to service level target
• Reviews and evaluates PTO requests to ensure effective distribution of shrinkage
• Provides real-time analysis of data and reports on emerging trends and anomalies to leadership.
• Analyzes headcounts for staffing shift bids, scheduling, and budget forecasting.
• Administrates internal WFM and telephony systems
• Conducts Real-time adherence for contact center scheduling.
• Involved in special projects, as needed.
• Performs other duties and responsibilities as assigned.

Basic Qualifications :

Expected Hours of Work :

All of our jobs come with great benefits including healthcare, parental leave and opportunities for career advancements. Some offerings are dependent upon the location of where you work and can include the following :