Posted On: 2-1-2016
Position Title:
Workforce Management Forecasting Analyst
Job Locations:
Glens Falls, NY; Hartford, CT; Knoxville, TN; Richardson, TX; Spokane, WA
To apply online, please go to the Careers link at and search for Job Opening ID 4342BR.


Company Information Solid reputation, passionate people and endless opportunities. That’s Travelers. Our superior financial strength and consistent record of strong operating returns mean security for our customers – and opportunities for our employees. You will find Travelers to be full of energy and a workplace in which you truly can make a difference.
Job Summary The Workforce Consultant is a part of the Personal Insurance Workforce Administration Group (WAG) team which is geographically spread over multiple locations. This position is responsible for Forecasting, Capacity Planning and Aspect application management in support of PI Sales and Service Operations.   This position can be located in Hartford, CT, Glens Falls, NY, Knoxville, TN, Spokane, WA, Richardson, TX or other virtual location.
Primary Job Duties & Responsibilities ·         Generate forecasts on an interval, daily, weekly, monthly and annual basis for all workgroups and compare actual results to forecasts, identifying opportunities for improvement to assure variances are within goal

·         Work with and manage data sets as to understand patterns, develop trending and conduct root cause analysis of forecast variances

·         Present forecasting accuracy / variances in both written and verbal formats to various levels of Operations Management and effectively respond to questions related to results

·         Act as a capacity SME for strategic initiatives leveraging historical data, leadership input and WFM tools to develop educated assumptions and recommendations

·         Conduct multi-layered “what if” capacity scenarios to assess the impact of changing capacity drivers as to impact on service performance

·         Develop and maintain flexible forecasting models which result in accurate forecasting of demand and required supply that produce results allowing for attainment of service standards at lowest possible cost.

·         Ensure the necessary lines of communication with key business partners are utilized in creating “One Team” that supports proper overall capacity management

·         Create Aspect eWFM routing sets and measure / optimize SVL forecast accuracy

·         Support ongoing employee assignments across multiple applications

·         Support changes to call and transaction routing rules as to proper alignment with Aspect

·         Manage eSchedule planner checker rules, profiles, allowances and all other general Aspect authorities

Education, Work Experience & Knowledge ·         Workforce Management experience

·         Prior experience with workforce management software – Aspect eWorkforce a plus

·         Strong understanding of Excel, Access and /or other related data management applications

·         Call center operations experience – Back office processing a plus

·         Prior responsibilities requiring proven analytical skills specifically relating to forecasting contact demand and staff planning for a multi-site service operation

Job Specific & Technical Skills & Competencies ·         Strong analytical skills

·         Attention to detail and ability to relate detail to the overall environment

·         Flexibility and Multi-tasking  to excel in a fast paced environment of continual change

·         Demonstrated effective verbal and written communication skills

·         Open to learning new approaches and willingness to take direction

Equal Employment Opportunity Statement Travelers is an equal opportunity employer.