Sr. Workforce Analyst

Assurant Global Protection Services(4 months ago)

HybridFull TimeSenior$114,508 - $154,355 (estimated)Contact Center Operations / Workforce Management

About this role

The Senior Workforce Analyst ensures enterprise contact center operations meet contractual SLAs across multiple sites, including vendor partners, by serving as the central point for communication during system outages and BCP events. They provide high-level status updates to leadership, influence operational cost and efficiency through staffing and occupancy recommendations, and align SLA priorities and strategy with operational partners.

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Required Skills

Intraday Forecasting
SLA Management
Workforce Planning
Vendor Management
Data Analysis
Reporting
Business Continuity
Stakeholder Communication
Capacity Planning
Escalation Management

About Assurant Global Protection Services

assurant.in

A leading global protection company that safeguards and services connected devices, homes, and automobiles in collaboration with the world’s top brands.

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