Senior Workforce Analyst

Assurant

Senior Workforce Analyst ensuring Contact Center Operations for US Lifestyle and Global Housing meet client contractual SLAs. Analyzing performance and coordinating improvements across multi-site environments.

Posted 7/9/2026full-timeRemote • 🇨🇦 CanadaSenior💰 $49,600 - $82,100 per yearWebsite

About the role

Key responsibilities & impact

Serve as main point of contact through various forms of communication to maximize service level success across the enterprise (multi-site including Assurant and Vendor Partners)
Analyzes intraday and historical performance to respond/plan appropriately across the enterprise
Monitor and analyze enterprise (multiple sites, including vendor) SLAs and staffing levels, make appropriate recommendations to ensure client contractual goals are met
Partner with vendor managers to communicate and escalate any vendor staffing issues/concerns
Accurately analyze and communicate issues related to BCP events, major systems outages, or other unexpected events to ensure necessary staffing adjustments are made, and service level is protected
Proactively identify, coordinate, and communicate enterprise (multiple sites including vendor partners) overtime and VTO recommendations
Completion, coordination, and oversight of complex ad hoc analysis of systems issues, BCP events, and daily enterprise contact center performance
Recommend and adjust staffing levels through overtime, VTO and/or skilling recommendations
Adjust (reforecast) enterprise level intraday forecasts based on current trending and coordinate responses needed to achieve SLAs
Manages and produces some reports for Service Levels and Operational goals including Service Level Reports, Post Analysis Reports, etc.

Requirements

What you’ll need

High School Diploma or GED
3+ years experience in a contact center leadership role and/or 3 years experience in a WFM or WFM related role
3+ years of experience in a multi-site/multi-channel environment
Proficient with Excel
Experience using MS Office (Word, Outlook, etc.)

Benefits

Comp & perks

Health insurance
401(k) matching
Flexible work arrangements
Professional development opportunities
Paid time off

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Performance AnalysisStaffing RecommendationsService Level ManagementForecastingAd Hoc Analysis

Soft Skills

CommunicationProblem-SolvingCoordination