Sr. Workforce Analyst Careers at Assurant - Buenos Aires, Argentina | Apply Now!

Role Overview

Are you a skilled workforce management professional with a passion for optimizing contact center operations? Do you thrive in a fast-paced environment where you can make a real impact on service level performance? If so, Assurant is seeking a Sr. Workforce Analyst to join our team in Buenos Aires (Butty), Argentina. In this critical role, you will be responsible for ensuring that our US Lifestyle and Global Housing Contact Center Operations consistently meet client contractual Service Level Agreements (SLAs). You'll act as the enterprise hub for communication of SLA-impacting systems issues and BCP events, coordinating actions across Assurant and Vendor Partner sites. This role involves high-level communication to VPs and above and directly impacts operational cost and efficiency.

Day in the Life

As a Sr. Workforce Analyst, your day will be dynamic and impactful. Here's a glimpse of what you can expect:

• Monitoring and Analysis: You'll start your day by monitoring real-time contact center performance, analyzing key metrics such as call volume, average handle time (AHT), and service levels. You'll compare current performance against forecasts and identify any potential issues or trends.
• Communication and Coordination: Throughout the day, you'll be in constant communication with stakeholders across the enterprise, including site-level analysts, vendor managers, and senior leadership. You'll provide updates on performance, escalate any critical issues, and coordinate actions to mitigate risks and ensure SLAs are met.
• Problem Solving: When unexpected events occur, such as systems outages or BCP activations, you'll be on the front lines, analyzing the impact on staffing and service levels and developing solutions to minimize disruption. This may involve coordinating staffing adjustments, re-prioritizing workloads, or implementing contingency plans.
• Forecasting and Planning: You'll also spend time analyzing historical data and current trends to refine intraday forecasts and ensure that staffing levels are aligned with anticipated demand. You'll work closely with the scheduling team to optimize agent schedules and minimize gaps in coverage.
• Reporting and Analysis: At the end of the day, you'll prepare reports summarizing key performance metrics, identifying areas for improvement, and providing recommendations to optimize workforce management strategies.

Why Buenos Aires (Butty)?

Buenos Aires, often called the "Paris of South America," is a vibrant and culturally rich city that offers a unique blend of European elegance and Latin American passion. Here are a few reasons why Buenos Aires (Butty) is a great place to live and work:

• Culture: Buenos Aires is renowned for its vibrant arts scene, world-class cuisine, and passionate tango culture. You'll find a wide range of museums, theaters, restaurants, and nightlife options to explore.
• Cost of Living: Compared to many major cities in North America and Europe, Buenos Aires offers a relatively affordable cost of living. This means you can enjoy a comfortable lifestyle without breaking the bank.
• Location: Butty is a neighborhood known for its proximity to key business districts and residential areas. It's well-connected by public transportation, making it easy to get around the city.
• People: Argentinians are known for their warmth, hospitality, and passion for life. You'll find a welcoming and inclusive community in Buenos Aires.
• Career Opportunities: Buenos Aires is a growing hub for international business, offering a wide range of career opportunities in various industries. Assurant's presence in the city provides a stable and rewarding career path for talented professionals.

Career Path

The Sr. Workforce Analyst role at Assurant offers a clear career path for motivated and high-performing individuals. Here's a potential progression:

• Sr. Workforce Analyst: In this role, you'll hone your skills in intraday management, real-time analysis, and stakeholder communication, becoming a trusted expert in workforce management.
• Workforce Management Team Lead: With proven leadership skills and a strong track record of success, you can advance to a team lead role, where you'll be responsible for managing a team of analysts and overseeing the performance of a specific business unit or region.
• Workforce Management Manager: As a manager, you'll be responsible for developing and implementing workforce management strategies, optimizing resource allocation, and ensuring that SLAs are consistently met. You'll also play a key role in mentoring and developing your team.
• Senior Manager, Workforce Management: At the senior manager level, you'll have broader responsibilities, overseeing multiple teams or regions and working closely with senior leadership to align workforce management strategies with overall business objectives.
• Director, Workforce Management: The Director level is a senior leadership role. Responsible for the overall strategic direction and execution of workforce management.

Salary & Benefits

Assurant offers a competitive salary and benefits package to attract and retain top talent. The estimated salary range for the Sr. Workforce Analyst position in Buenos Aires (Butty), Argentina is between 2,500,000 and 4,000,000 ARS per year. This range is based on experience, skills, and qualifications.

In addition to a competitive salary, Assurant offers a comprehensive benefits package, including:

• Comprehensive health, dental, and vision insurance plans.
• Paid time off (PTO) and holidays.
• Retirement savings plan with company match.
• Employee stock purchase plan.
• Professional development and training opportunities.
• Tuition reimbursement program.
• Employee assistance program (EAP).
• Life insurance and disability coverage.
• Flexible work arrangements.
• Wellness programs and resources.

Culture at Assurant

Assurant is committed to creating a diverse and inclusive workplace where all employees feel valued, respected, and empowered to reach their full potential. We believe that our diverse backgrounds and perspectives make us a stronger and more innovative company.

We foster a culture of collaboration, teamwork, and continuous learning. We encourage employees to share their ideas, challenge the status quo, and take ownership of their work. We also provide ample opportunities for professional development and career advancement.

How to Apply

If you are a skilled workforce management professional with a passion for optimizing contact center operations and you're excited about the opportunity to join our team in Buenos Aires (Butty), Argentina, we encourage you to apply!

To apply for the Sr. Workforce Analyst position, please submit your resume and cover letter through our online application portal. Be sure to highlight your relevant experience, skills, and qualifications.

We look forward to hearing from you!

FAQ

1. What is the work schedule for this position? The work schedule is typically Monday through Friday, with some flexibility depending on business needs.
2. What are the opportunities for remote work? While this position is primarily based in our Buenos Aires office, we offer some flexible work arrangements.
3. What kind of training is provided? We offer comprehensive training programs to help you develop your skills and knowledge in workforce management.
4. What opportunities are there for advancement? We offer clear career paths and opportunities for advancement based on performance and skills.
5. What is the company culture like? We foster a culture of collaboration, teamwork, and continuous learning.
6. What is the dress code? Our dress code is business casual.
7. What is the interview process like? The interview process typically involves a phone screening, followed by one or more in-person or video interviews.
8. Are there any language requirements? Fluency in English is required, and proficiency in Spanish is a plus.
9. What software is used for workforce management? We use a variety of workforce management software, including [mention specific software used].
10. What is the size of the team? The workforce management team consists of [number] analysts, team leads, and managers.