Workforce Management Analyst

Employer Industry: Life Insurance Technology

• Competitive salary and equity based on role
• Flexible paid time off and parental leave programs to support work/life balance
• 100% paid-premium option for medical, dental, and vision insurance
• Lifestyle stipend to support your physical, emotional, and financial well-being
• Remote work flexibility with options for a beautiful, state‑of‑the‑art office in Dallas
• Employee‑led diversity, equity, and inclusion initiatives

• Monitor real‑time adherence to schedules and service level performance across all queues
• Develop and maintain accurate forecasts for inbound call volumes and application processing
• Analyze variance between forecasted and actual volumes to continuously improve prediction models
• Partner with insurance carrier clients to ensure forecast alignment with their business projections
• Identify opportunities to implement efficiency improvements and technology adoption

• Bachelor's degree in Business, Statistics, Mathematics, or a related field
• 3+ years of workforce management experience in insurance, financial services, or a high‑volume contact center environment
• Advanced proficiency in Excel (Google Sheets) including complex formulas, pivot tables, and data modeling
• Experience with workforce management software platforms
• Strong understanding of contact center metrics and their interdependencies

• Experience working with Third Party Administrator (TPA) services model
• Knowledge of life insurance products and terminology
• Experience managing workforce planning for multi‑client or multi‑carrier environments
• Track record of successfully scaling workforce operations during rapid growth periods
• SQL or other database query language skills

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We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top‑tier employer.