Claims Workforce Management Analyst
SageSure
full-time
Posted on:
Location Type: Remote
Location: United States
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About the role
- Develop, validate, and maintain long-term and short-term staffing models for multiple claims units to support proactive staffing and hiring decisions.
- Prepare executive-ready dashboards, presentations, and reports to summarize demand and capacity insights.
- Understand complex business processes and technologies, question current workflows, and make recommendations to enhance efficiency.
- Facilitate monthly and weekly business reviews for owned models.
- Support initiatives to improve forecasting accuracy and automate capacity planning processes using analytics and data tools (Excel, SQL, Python, or Domo).
- Collaborate with HR and Talent Acquisition on headcount planning and workforce strategy.
- Act as a liaison between Workforce Management and Operations for budget alignment and reporting consistency.
- Prioritize tasks, meet critical deadlines, and manage expectations effectively.
- Perform additional tasks as needed.
Requirements
- 3+ years of experience as a workforce business analyst, data analyst, or in a similar role.
- Strong understanding of forecasting claims in call centers and non-traditional operations (highly preferred).
- A data-driven, detail-oriented mindset with a commitment to using facts to achieve optimal outcomes.
- Strong knowledge of Microsoft Excel.
- A degree in Mathematics, Statistics, or Business.
- Experience providing ongoing performance management by tracking key performance indicators.
- Solid understanding of contact center operations and best practices.
- Exposure to workforce management, capacity planning, and forecasting in a contact center environment.
- Experience with workforce management (WFM) software (a plus).
- Excellent analytical and problem-solving skills with a data-driven approach.
- An inquisitive nature with the ability to identify issues in data and analysis and resolve them quickly using subject matter expertise.
- Flexibility to work at any time, including nights, weekends, and holidays (base schedule is Monday–Friday).
- Availability for occasional travel.
Benefits
- Generous health benefits and perks
- Tuition reimbursement
- Wellness allowance
- Paid volunteer time off
- A matching 401K plan
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
data analysisforecastingcapacity planningperformance managementkey performance indicatorsdata-driven decision makinganalytical skillsproblem-solvingMicrosoft ExcelSQL
Soft Skills
detail-orientedinquisitiveeffective communicationtask prioritizationdeadline managementcollaborationflexibility