Posted On: 6-10-2016
Position Title: Workforce Analyst III
Job Location: Portland, OR
Apply Online At: www.standard.com/careers.
Standard Insurance Company – Portland, OR 97204
If you want to make a positive difference and stand out from the crowd, you’ll fit in at The Standard. Through our retirement plans and insurance products and services, we help people achieve financial well-being and peace of mind. Come join us and share our passion for serving our customers in a positively different way.
This role is responsible for analyzing, monitoring, and evaluating the function of the Contact Center by monitoring activities on a real-time basis and communicating business requirements to Manager and/or business unit leaders. Pro-actively creates short-term and long-term call and multi-media forecasts associated with individual business units. Creates schedules and provides regular reports to management on workload and workforce. This role will develop staffing models for individual business units to provide short-term and long-term hiring and staffing decisions to direct Manager and Leadership team. This role defines both long-term and short-term staffing strategies, as well as providing immediate workforce needs via NICE IEX Workforce Management software solution. Handles change requests and monitors new-hire, holiday, and seasonal shift needs for the Contact Centers. This person will participate in developing and supporting business unit shift bids, vacation bidding process and WFM training when required within the Contact Center. Updates and maintains scheduling database with current information. Utilizes Avaya CMS data to analyze and provide staffing direction to Contact Center leadership.
Education & Experience: Requires 3-8 years’ relevant experience on a workforce management team. Bachelor’s degree or an equivalent combination of education/experience required. May hold CWPP or similar professional designation.
Knowledge & Skills: An experienced professional with a full understanding of small-to-mid scale inbound contact center operations and full working knowledge of standard business practices. Has understanding of contact center forecasting and staff modeling for multi-media environment. Proficiency with workforce management software required. Proficiency with NICE IEX WFM v4 or above highly preferred. Proficiency with Avaya CMS preferred. Ability to understand and apply rules pertaining to statutory employee break and protected time standards required. Intermediate proficiency with Microsoft Excel and SharePoint preferred. Experience with SmartSync, SQL or MSBI a plus. Familiarity with NICE WFO a plus.
Job Complexity & Judgment: Works on problems of diverse scope sometimes outside of current business unit. Exercises good judgment and discretion in daily and ad hoc work. Requires analysis and evaluation in multiple areas of discipline including statistics, contact center metrics, and people leadership/influence to resolve moderately complex issues. Develops and delivers timely recommendations regarding new processes and/or procedures to leadership with little input and direction.
Independence & Supervision required: May receive little instruction on daily work. This person may require general instructions on new assignments or more complex projects. Work and results are always shared with team to promote environment of support.
Interaction & Influence: Contacts are typically company-wide but are infrequently outside the company to provide or obtain information. May consult with management on direction but can manage own work and develop projects internally. Networks with internal and external peers. Able to influence decisions through presentation of data and demonstration of industry best practices.
Standard Insurance Company, The Standard Life Insurance Company of New York, Standard Retirement Services, Inc., StanCorp Equities, Inc., StanCorp Investment Advisers, Inc. and StanCorp Mortgage Investors, LLC, marketed as The Standard, are Affirmative Action/Equal Opportunity employers. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, national origin, gender, sexual orientation, age or any other condition protected by federal, state or local law. The Standard offers a drug and alcohol free work environment where possession, manufacture, transfer, offer, use of or being impaired by an illegal substance while on Standard property, or in other cases which the company believes might affect operations, safety or reputation of the company is prohibited. The Standard requires a criminal background investigation, drug test, employment, education and licensing verification as a condition of employment. All employees of The Standard must be bondable.
Individuals with disabilities who need assistance or accommodation with the application process should contact HR Direct at 971-321-7871. This number is only for the use of individuals with disabilities who need accommodation with the application process. General inquiries about application status will not be addressed.
Interested candidates may apply at www.standard.com/careers.