Posted On: 02-13-2017
Position Title: Workforce Management Analyst
Job Location: Montpelier, VT
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The Analyst position is a role that works on the workforce management team ensuring that the schedules generated make the most sense for the business and maximize throughput. Incumbent will assist in interpreting complex analytics regarding workforce and scheduling strategies from inception to execution.   This is a job that requires the ability to create buy in and interface with all levels of the organization. Through data preparation, tracking and analysis, this position provides guidance and direction on scheduling strategies across multiple departments to enhance performance and productivity while reducing costs.


Key Responsibilities

  • Creation and maintenance of schedules for multiple departments
  • Ensure staff are aligned on shifts that match business need, propose strategic recommendations, execution through to inception and beyond
  • Compile, summarize, analyze, make recommendations and disseminate various reports including, but not limited to, volume, efficiency, production hours, daily performance summaries, LT/ST forecast bridge analysis, cost per transaction tracking, etc.
  • Analysis of consolidated staffing plans across multiple departments and potentially multiple lines of business- make recommendations in staffing levels to meet department SLA’s.
  • Interval, daily, weekly, monthly, annual analysis of historical performance at individual centers and individual departments and lines of business
  • Projection of future performance at individual centers, individual departments and for individual lines of business
  • Conduct “what if” analysis in order to determine the best strategy for meeting all service and cost goals
  • Real time direction of staff movements to ensure maximum efficiency while optimizing service and cost
  • Coordinate with various departments and centers on a daily basis on staffing levels and production/contact center efficiency maximization as well as issues affecting production
  • Ad Hoc analysis
  • Special projects as assigned



  • A strong aptitude in attention to detail, the ability to multi task, competent at analytics, familiar with Contact Center and Production Operations
  • Self-starter who has the ability to work independently
  • Ability to interact with different departments at various levels with a consistent, self-assured, pleasant manner, making strategic business recommendations backed up by analytics and facts
  • Able to create buy in
  • Well organized and detail oriented
  • Abides by and demonstrates the Company Mission – Vision – Values through both behavior and job performance on a day-to-day basis
  • Convey a strong professional image, exhibit interest and positive attitude toward all assigned work


Travel required
10-20% – Company office in Dallas, Texas



  • Bachelor’s degree strongly preferred.  Minimum 3 years progressive experience in a Call Center Operations and/or production environment doing analytics, workforce management, staffing, scheduling and metric analysis.  Real time work and how to model out operational workflows (experience level must extend beyond contact center workflow model management)
  • Proficient in math and analytics
  • Advanced Excel skills required (ability to write formulas, link files, conditional formatting, lookups, pivot tables, etc.)
  • Strong ability to multitask and manage competing priorities
  • Comprehensive understanding of workforce management, real time monitoring and scheduling
  • Strong presentation and communication skills
  • Must understand telephony (switch interface with scheduling/workforce management tool, real time canvas set ups, agent groups, skilling, etc.)
  • Build strong business relationships with team and other National Life Group colleagues
  • Excellent communication skills; enthusiastic, and articulate
  • Self-starter and motivator will take the initiative and will require minimum amount of supervision
  • Ability to be an effective change agent in an environment of innovation and continuous improvement
  • Team player with an ability to interact and build relationships at all levels within the organization
  • Must be able to successfully pass a background check including fingerprinting 

National Life Group® is a trade name of National Life Insurance Company, Montpelier, VT, and its affiliates.