Job Description
Overview
The Sr. Workforce Analyst plays a critical role in ensuring Contact Center Operations for US Lifestyle and Global Housing can consistently meet client contractual Service Level Agreements (SLAs). The role acts as the enterprise hub for communication of SLA-impacting systems issues and BCP events, coordinating actions across Assurant and Vendor Partner sites to ensure SLAs are met. The position communicates high-level critical information to key stakeholders at all levels of leadership, including VPs and above. It significantly affects operational cost and efficiency, spanning occupancy, overtime, and staffing. The Sr. Workforce Analyst adjusts enterprise-level (multi-site) intraday call volume, AHT, and staffing requirements (enterprise-level intraday forecasts), provides critical status reports and communications to stakeholders, and ensures alignment on SLA priorities and strategy with Operational Partners. This role spans both the Lifestyle and Housing orga...
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