Sr. Workforce Analyst Careers at Assurant - Canada Virtual | Apply Now!
Assurant
Sr. Workforce Analyst Careers at Assurant - Canada Virtual | Apply Now!
Job Description
Sr. Workforce Analyst - Canada Virtual
Role Overview
As a Sr. Workforce Analyst at Assurant, you will be a key player in ensuring our Contact Center Operations consistently meet client contractual Service Level Agreements (SLAs). You'll serve as the communication hub for SLA-impacting system issues and BCP events, coordinating actions across Assurant and Vendor Partner sites. Your role significantly impacts operational cost and efficiency, covering areas like occupancy, overtime, and staffing. You will also adjust enterprise-level intraday call volume, AHT, and staffing requirements, provide critical status reports, and ensure alignment on SLA priorities with Operational Partners across both the Lifestyle and Housing organizations.
Day in the Life
Your day will be dynamic and fast-paced, filled with critical decision-making and problem-solving. Here's a glimpse of what you can expect:
- Real-Time Monitoring: You'll start your day by monitoring real-time contact center performance across multiple sites, identifying potential SLA breaches and areas for improvement.
- Data Analysis: You'll analyze intraday call volumes, handle times, and agent availability to forecast staffing needs and adjust schedules accordingly.
- Communication: You'll communicate with stakeholders, including operations managers, vendor partners, and IT teams, to address system issues, BCP events, and staffing challenges.
- Problem-Solving: You'll troubleshoot performance issues, identify root causes, and implement solutions to ensure SLAs are met.
- Reporting: You'll generate reports on key performance indicators (KPIs) and provide insights to management on trends and areas for optimization.
- Strategic Planning: You'll contribute to the development of workforce management strategies and contingency plans to ensure business continuity and service excellence.
Why Canada Virtual?
Working virtually in Canada offers a unique opportunity to combine a fulfilling career with a flexible lifestyle. Here are some compelling reasons to consider this role:
- Work-Life Balance: Enjoy the flexibility to work from the comfort of your home, allowing you to better manage your personal and professional responsibilities.
- Cost Savings: Reduce commuting costs and save time by eliminating the need to travel to a physical office location.
- Access to Talent: As a virtual role, we can tap into a wider pool of talent across Canada, bringing diverse perspectives and experiences to our team.
- Technology-Enabled: We provide you with the tools and technology you need to succeed in a virtual environment, ensuring seamless communication and collaboration.
- Supportive Culture: We foster a supportive and inclusive virtual work environment where you can connect with colleagues, share ideas, and grow your career.
Career Path
At Assurant, we are committed to investing in our employees' growth and development. As a Sr. Workforce Analyst, you'll have opportunities to advance your career through:
- Leadership Development Programs: Participate in leadership development programs to enhance your management skills and prepare you for future leadership roles.
- Cross-Functional Projects: Contribute to cross-functional projects to broaden your knowledge and experience across different areas of the business.
- Mentorship Opportunities: Receive guidance and support from experienced mentors who can help you navigate your career path and achieve your goals.
- Professional Certifications: Pursue professional certifications in workforce management, data analysis, or related fields to enhance your expertise and credibility.
- Internal Mobility: Explore opportunities to move into other roles within the company, such as Workforce Manager, Operations Manager, or Analytics Manager.
Salary & Benefits
Assurant offers a competitive salary and benefits package that is designed to attract and retain top talent. The estimated salary range for this position is $75,000 - $95,000 CAD per year, depending on experience and qualifications. In addition to salary, we offer a comprehensive benefits package that includes:
- Health, dental, and vision insurance
- Paid time off, including vacation, sick leave, and holidays
- 401(k) retirement savings plan with company match
- Employee stock purchase plan
- Tuition reimbursement program
- Employee assistance program (EAP)
- Wellness programs
- Life insurance and disability coverage
- Flexible work arrangements
- Employee discounts on Assurant products and services
Culture at Assurant
Assurant is a company built on integrity, innovation, and collaboration. We foster a culture where employees are empowered to take ownership, make a difference, and grow their careers. Here are some key aspects of our culture:
- Inclusion: We embrace diversity and create an inclusive environment where everyone feels valued and respected.
- Collaboration: We work together as a team to achieve common goals, sharing ideas and supporting each other's success.
- Innovation: We encourage innovation and creativity, empowering employees to challenge the status quo and find new ways to improve our products and services.
- Customer Focus: We are committed to providing exceptional customer service and building long-term relationships with our clients.
- Community Involvement: We are actively involved in our communities, supporting local organizations and giving back to those in need.
How to Apply
If you are a skilled and motivated workforce analyst looking for a challenging and rewarding career opportunity, we encourage you to apply! To apply for this position, please submit your resume and cover letter through our online application portal. Be sure to highlight your relevant experience, skills, and qualifications, and explain why you are interested in joining Assurant.
FAQ
- What are the key responsibilities of a Sr. Workforce Analyst at Assurant? The Sr. Workforce Analyst is responsible for ensuring contact center operations meet client SLAs, analyzing intraday performance, coordinating staffing adjustments, and communicating with stakeholders.
- What qualifications are required for this position? A Bachelor's degree in a related field, 5+ years of experience in workforce management, proficiency in workforce management software, and strong analytical and communication skills are required.
- What is the salary range for this position? The estimated salary range is $75,000 - $95,000 CAD per year, depending on experience and qualifications.
- What benefits does Assurant offer? Assurant offers a comprehensive benefits package, including health, dental, and vision insurance, paid time off, a 401(k) plan, and tuition reimbursement.
- Is this a remote position? Yes, this is a virtual position based in Canada.
- What is the work schedule for this position? Shift: Friday, Saturday and Monday required. Sunday off with options of Tuesday, Wednesday or Thursday for the 2nd day.
- What is the company culture like at Assurant? Assurant fosters a culture of inclusion, collaboration, innovation, and customer focus.
- What opportunities are there for career advancement at Assurant? Assurant offers leadership development programs, cross-functional projects, mentorship opportunities, and internal mobility options.
- What software is required for this role? Proficiency in workforce management software such as Verint, Aspect, or IEX is a plus.
- How do I apply for this position? Please submit your resume and cover letter through our online application portal.
Locations
- Remote, Canada Virtual, Canada (Remote)
Salary
Estimated Salary Rangehigh confidence
78,750 - 104,500 CAD / yearly
Source: ai estimated
* This is an estimated range based on market data and may vary based on experience and qualifications.
Skills Required
- Workforce Managementintermediate
- Contact Center Operationsintermediate
- Service Level Agreement (SLA) Managementintermediate
- Intraday Managementintermediate
- Real-Time Monitoringintermediate
- Data Analysisintermediate
- Forecastingintermediate
- Reportingintermediate
- Communicationintermediate
- Problem Solvingintermediate
- Contingency Planningintermediate
- Vendor Managementintermediate
Required Qualifications
- Bachelor's degree in a related field such as Business Administration, Operations Management, or Analytics; or equivalent work experience. (experience)
- 5+ years of experience in workforce management, preferably in a multi-site contact center environment. (experience)
- Strong understanding of contact center metrics, including service level, occupancy, and attrition. (experience)
- Proficiency in workforce management software such as Verint, Aspect, or IEX. (experience)
- Excellent analytical and problem-solving skills with the ability to interpret complex data and make recommendations. (experience)
- Strong communication and interpersonal skills with the ability to collaborate effectively with stakeholders at all levels. (experience)
- Ability to work independently and as part of a team in a fast-paced environment. (experience)
- Demonstrated ability to manage multiple priorities and meet deadlines. (experience)
- Experience working with vendor partners and managing outsourced contact center operations. (experience)
Responsibilities
- Serve as the main point of contact for workforce management related issues across multiple sites, including Assurant and vendor partners.
- Analyze intraday and historical performance to identify trends and respond appropriately to ensure service levels are met.
- Monitor and analyze enterprise service level agreements and staffing levels, making recommendations to ensure client contractual goals are achieved.
- Partner with vendor managers to communicate and escalate any vendor staffing issues or concerns.
- Accurately analyze and communicate issues related to business continuity plan events, major systems outages, or other unexpected events, ensuring necessary staffing adjustments are made.
- Proactively identify, coordinate, and communicate enterprise overtime and voluntary time off recommendations.
- Explain and analyze real-time data versus forecast to identify trends and coordinate enterprise-level actions as needed.
- Complete, coordinate, and oversee complex ad hoc analysis of systems issues, business continuity plan events, and daily enterprise contact center performance.
- Recommend and adjust staffing levels through overtime, voluntary time off, and/or skilling recommendations.
- Make or recommend skilling and/or support adjustments to account for out-of-pattern days, days after holidays, outages, etc.
- Identify call volume trends and averages on an intraday, weekly, and monthly basis.
- Adjust enterprise-level intraday forecasts based on current trending and coordinate responses needed to achieve service level agreements.
- Manage and produce reports for service levels and operational goals, including service level impacting systems issues, operational metrics, service level reports, and post-analysis reports.
- Assist supervisor/manager and other staff in a broad range of assignments and analysis.
Benefits
- general: Competitive salary commensurate with experience.
- general: Comprehensive health, dental, and vision insurance plans.
- general: Paid time off, including vacation, sick leave, and holidays.
- general: 401(k) retirement savings plan with company match.
- general: Employee stock purchase plan.
- general: Tuition reimbursement program to support professional development.
- general: Employee assistance program (EAP) for confidential counseling and support.
- general: Wellness programs to promote employee health and well-being.
- general: Life insurance and disability coverage.
- general: Opportunities for career advancement and growth within the company.
- general: Flexible work arrangements, including remote work options.
- general: Employee discounts on Assurant products and services.
- general: Paid parental leave for new parents.
Tags & Categories
Answer 10 quick questions to check your fit for Sr. Workforce Analyst Careers at Assurant - Canada Virtual | Apply Now! @ Assurant.
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Sr. Workforce Analyst Careers at Assurant - Canada Virtual | Apply Now!
Assurant
Sr. Workforce Analyst Careers at Assurant - Canada Virtual | Apply Now!
Job Description
Sr. Workforce Analyst - Canada Virtual
Role Overview
As a Sr. Workforce Analyst at Assurant, you will be a key player in ensuring our Contact Center Operations consistently meet client contractual Service Level Agreements (SLAs). You'll serve as the communication hub for SLA-impacting system issues and BCP events, coordinating actions across Assurant and Vendor Partner sites. Your role significantly impacts operational cost and efficiency, covering areas like occupancy, overtime, and staffing. You will also adjust enterprise-level intraday call volume, AHT, and staffing requirements, provide critical status reports, and ensure alignment on SLA priorities with Operational Partners across both the Lifestyle and Housing organizations.
Day in the Life
Your day will be dynamic and fast-paced, filled with critical decision-making and problem-solving. Here's a glimpse of what you can expect:
- Real-Time Monitoring: You'll start your day by monitoring real-time contact center performance across multiple sites, identifying potential SLA breaches and areas for improvement.
- Data Analysis: You'll analyze intraday call volumes, handle times, and agent availability to forecast staffing needs and adjust schedules accordingly.
- Communication: You'll communicate with stakeholders, including operations managers, vendor partners, and IT teams, to address system issues, BCP events, and staffing challenges.
- Problem-Solving: You'll troubleshoot performance issues, identify root causes, and implement solutions to ensure SLAs are met.
- Reporting: You'll generate reports on key performance indicators (KPIs) and provide insights to management on trends and areas for optimization.
- Strategic Planning: You'll contribute to the development of workforce management strategies and contingency plans to ensure business continuity and service excellence.
Why Canada Virtual?
Working virtually in Canada offers a unique opportunity to combine a fulfilling career with a flexible lifestyle. Here are some compelling reasons to consider this role:
- Work-Life Balance: Enjoy the flexibility to work from the comfort of your home, allowing you to better manage your personal and professional responsibilities.
- Cost Savings: Reduce commuting costs and save time by eliminating the need to travel to a physical office location.
- Access to Talent: As a virtual role, we can tap into a wider pool of talent across Canada, bringing diverse perspectives and experiences to our team.
- Technology-Enabled: We provide you with the tools and technology you need to succeed in a virtual environment, ensuring seamless communication and collaboration.
- Supportive Culture: We foster a supportive and inclusive virtual work environment where you can connect with colleagues, share ideas, and grow your career.
Career Path
At Assurant, we are committed to investing in our employees' growth and development. As a Sr. Workforce Analyst, you'll have opportunities to advance your career through:
- Leadership Development Programs: Participate in leadership development programs to enhance your management skills and prepare you for future leadership roles.
- Cross-Functional Projects: Contribute to cross-functional projects to broaden your knowledge and experience across different areas of the business.
- Mentorship Opportunities: Receive guidance and support from experienced mentors who can help you navigate your career path and achieve your goals.
- Professional Certifications: Pursue professional certifications in workforce management, data analysis, or related fields to enhance your expertise and credibility.
- Internal Mobility: Explore opportunities to move into other roles within the company, such as Workforce Manager, Operations Manager, or Analytics Manager.
Salary & Benefits
Assurant offers a competitive salary and benefits package that is designed to attract and retain top talent. The estimated salary range for this position is $75,000 - $95,000 CAD per year, depending on experience and qualifications. In addition to salary, we offer a comprehensive benefits package that includes:
- Health, dental, and vision insurance
- Paid time off, including vacation, sick leave, and holidays
- 401(k) retirement savings plan with company match
- Employee stock purchase plan
- Tuition reimbursement program
- Employee assistance program (EAP)
- Wellness programs
- Life insurance and disability coverage
- Flexible work arrangements
- Employee discounts on Assurant products and services
Culture at Assurant
Assurant is a company built on integrity, innovation, and collaboration. We foster a culture where employees are empowered to take ownership, make a difference, and grow their careers. Here are some key aspects of our culture:
- Inclusion: We embrace diversity and create an inclusive environment where everyone feels valued and respected.
- Collaboration: We work together as a team to achieve common goals, sharing ideas and supporting each other's success.
- Innovation: We encourage innovation and creativity, empowering employees to challenge the status quo and find new ways to improve our products and services.
- Customer Focus: We are committed to providing exceptional customer service and building long-term relationships with our clients.
- Community Involvement: We are actively involved in our communities, supporting local organizations and giving back to those in need.
How to Apply
If you are a skilled and motivated workforce analyst looking for a challenging and rewarding career opportunity, we encourage you to apply! To apply for this position, please submit your resume and cover letter through our online application portal. Be sure to highlight your relevant experience, skills, and qualifications, and explain why you are interested in joining Assurant.
FAQ
- What are the key responsibilities of a Sr. Workforce Analyst at Assurant? The Sr. Workforce Analyst is responsible for ensuring contact center operations meet client SLAs, analyzing intraday performance, coordinating staffing adjustments, and communicating with stakeholders.
- What qualifications are required for this position? A Bachelor's degree in a related field, 5+ years of experience in workforce management, proficiency in workforce management software, and strong analytical and communication skills are required.
- What is the salary range for this position? The estimated salary range is $75,000 - $95,000 CAD per year, depending on experience and qualifications.
- What benefits does Assurant offer? Assurant offers a comprehensive benefits package, including health, dental, and vision insurance, paid time off, a 401(k) plan, and tuition reimbursement.
- Is this a remote position? Yes, this is a virtual position based in Canada.
- What is the work schedule for this position? Shift: Friday, Saturday and Monday required. Sunday off with options of Tuesday, Wednesday or Thursday for the 2nd day.
- What is the company culture like at Assurant? Assurant fosters a culture of inclusion, collaboration, innovation, and customer focus.
- What opportunities are there for career advancement at Assurant? Assurant offers leadership development programs, cross-functional projects, mentorship opportunities, and internal mobility options.
- What software is required for this role? Proficiency in workforce management software such as Verint, Aspect, or IEX is a plus.
- How do I apply for this position? Please submit your resume and cover letter through our online application portal.
Locations
- Remote, Canada Virtual, Canada (Remote)
Salary
Estimated Salary Rangehigh confidence
78,750 - 104,500 CAD / yearly
Source: ai estimated
* This is an estimated range based on market data and may vary based on experience and qualifications.
Skills Required
- Workforce Managementintermediate
- Contact Center Operationsintermediate
- Service Level Agreement (SLA) Managementintermediate
- Intraday Managementintermediate
- Real-Time Monitoringintermediate
- Data Analysisintermediate
- Forecastingintermediate
- Reportingintermediate
- Communicationintermediate
- Problem Solvingintermediate
- Contingency Planningintermediate
- Vendor Managementintermediate
Required Qualifications
- Bachelor's degree in a related field such as Business Administration, Operations Management, or Analytics; or equivalent work experience. (experience)
- 5+ years of experience in workforce management, preferably in a multi-site contact center environment. (experience)
- Strong understanding of contact center metrics, including service level, occupancy, and attrition. (experience)
- Proficiency in workforce management software such as Verint, Aspect, or IEX. (experience)
- Excellent analytical and problem-solving skills with the ability to interpret complex data and make recommendations. (experience)
- Strong communication and interpersonal skills with the ability to collaborate effectively with stakeholders at all levels. (experience)
- Ability to work independently and as part of a team in a fast-paced environment. (experience)
- Demonstrated ability to manage multiple priorities and meet deadlines. (experience)
- Experience working with vendor partners and managing outsourced contact center operations. (experience)
Responsibilities
- Serve as the main point of contact for workforce management related issues across multiple sites, including Assurant and vendor partners.
- Analyze intraday and historical performance to identify trends and respond appropriately to ensure service levels are met.
- Monitor and analyze enterprise service level agreements and staffing levels, making recommendations to ensure client contractual goals are achieved.
- Partner with vendor managers to communicate and escalate any vendor staffing issues or concerns.
- Accurately analyze and communicate issues related to business continuity plan events, major systems outages, or other unexpected events, ensuring necessary staffing adjustments are made.
- Proactively identify, coordinate, and communicate enterprise overtime and voluntary time off recommendations.
- Explain and analyze real-time data versus forecast to identify trends and coordinate enterprise-level actions as needed.
- Complete, coordinate, and oversee complex ad hoc analysis of systems issues, business continuity plan events, and daily enterprise contact center performance.
- Recommend and adjust staffing levels through overtime, voluntary time off, and/or skilling recommendations.
- Make or recommend skilling and/or support adjustments to account for out-of-pattern days, days after holidays, outages, etc.
- Identify call volume trends and averages on an intraday, weekly, and monthly basis.
- Adjust enterprise-level intraday forecasts based on current trending and coordinate responses needed to achieve service level agreements.
- Manage and produce reports for service levels and operational goals, including service level impacting systems issues, operational metrics, service level reports, and post-analysis reports.
- Assist supervisor/manager and other staff in a broad range of assignments and analysis.
Benefits
- general: Competitive salary commensurate with experience.
- general: Comprehensive health, dental, and vision insurance plans.
- general: Paid time off, including vacation, sick leave, and holidays.
- general: 401(k) retirement savings plan with company match.
- general: Employee stock purchase plan.
- general: Tuition reimbursement program to support professional development.
- general: Employee assistance program (EAP) for confidential counseling and support.
- general: Wellness programs to promote employee health and well-being.
- general: Life insurance and disability coverage.
- general: Opportunities for career advancement and growth within the company.
- general: Flexible work arrangements, including remote work options.
- general: Employee discounts on Assurant products and services.
- general: Paid parental leave for new parents.
Tags & Categories
Answer 10 quick questions to check your fit for Sr. Workforce Analyst Careers at Assurant - Canada Virtual | Apply Now! @ Assurant.
10 Questions
~2 Minutes
Instant Score
Related Books and Jobs