At Sentry our in-it-to-win-it mentality helps us deliver long-term results. And our associates embody this same future focused approach-meeting challenges head-on and offering solutions that keep customers coming back down the line. As a Workforce Analyst/Analyst Senior, you will be responsible for understanding incoming volumes and influencing events that impact the daily fluctuations and staffing levels to meet customer demand. You will provide real-time support to the Workforce Management team and leaders in tracking, notifying, and reporting all aspects of schedule adherence and call adherence. We are open to filling this position as a remote opportunity.

This position can be filled at either the Workforce Analyst or Workforce Analyst Senior level based on experience.

What You’ll Do

• Monitor contact center call volume, chat, and back-office service time trends, and redirect all contact center staff allocations as needed to ensure service level objectives are met.

• Work closely with workforce management leadership and contact center management to analyze forecasts and daily traffic, align staff, and adjust schedules as needed to ensure optimal staffing levels are achieved.

• Oversee daily schedule conflicts, adherence issues, and occupancy concerns.

• Assist contact center management with resolving associate real-time adherence issues in a team environment, the identification of associate adherence trends over time, and provide schedule recommendations where appropriate to mitigate ongoing adherence issues.

• Collaborate with contact center associates and contact center management on time-off schedules and shift reassignments, Review, approve, or deny requests for time-off based on forecasted or actual call volume and staffing levels.

• Monitor workforce management absence notification mailbox and email inbox for various requests; resolve and respond to associates, contact center management, or business partners to address inquires in a timely manner

• Collaborate with workforce management and other business partner requests to analyze schedules and enter exception requests for pre-planned activities such as training and contact center wide meetings and maintain workforce management software to reflect offline meetings.

• Participate in design, development, testing, training, and communication of various workforce management systems initiatives. Provide input into workforce management processes, procedures, and best practices. In collaboration with workforce management, identify and implement workforce management process improvement opportunities.

• Responsible for preparing for and leading daily huddle with contact center management to set expectations for the day based on forecasts, over/under, and mitigation strategies where variances exist.

What it Takes

• Bachelors Degree or equivalent work experience

• 2+ years of related work experience

• Experience working in a contact center or operations environment preferred

• Experience working in a scheduling, real-time analyst or other workforce management capacity in a contact center, care, or operations environment preferred

• General knowledge of contact center or workforce management software, systems, and processes with hands-on user knowledge strongly desired

• Strong organizational and time-management skills

• Detail-oriented with proven research, analytical, and problem-solving skills; solutions-oriented with the ability to assess a situation and make sound decisions with minimal oversight; ability to analyze data, identify trends, and effectively communicate findings with management

• Strong written and verbal communication skills

• Ability to work a flexible schedule based on the operational demands of a 24/7/365 call center environment (days, nights, weekends, holidays)

• Ability to travel on a limited basis to office locations and/or conferences, events, etc.

What You'll Receive

We take great pride in making Forbes’ list of America’s Best Midsize Employers since 2017. A lot of different factors go into that honor, many of which contribute to your job satisfaction. At Sentry, your total rewards go beyond competitive compensation. Below are some benefits and perks that you’ll receive.

• To best support our associates and our culture, Sentry is happy to offer flexibility through a scheduled work from home (Monday and Friday)/in office days (Tuesday through Thursday) after we begin to return to the office.

• Generous Paid-Time Off plan for you to enjoy time out of the office.

• 401(K) plan with a dollar for dollar match on your first eight percent, plus immediate vesting to help strengthen your financial future.

• Group Medical, Dental, Vision and Life insurance to encourage a healthy lifestyle.

• Pretax Dependent Care and Health Expense Reimbursement Accounts to ease taxes on health spending.

• Extensive Work-Life Resources to lend a helping hand.

• Sentry Foundation gift matching program to encourage charitable giving.

• Continue your education and career development through Sentry University (SentryU).

How You’ll Apply

If you are interested in joining Sentry’s team, select the one position that you are most interested in being considered for and complete your online application details. If you have applied with us before, you will only need to provide your email address and password. If this is your first time applying, you’ll need to create an account. Please complete your application and upload your resume online.

About Sentry

All of us at Sentry—more than 4,000 associates—have various talents, skills, and backgrounds. We work together to deliver on our promises to our policyholders every day. We’re proud to offer a full line of property, casualty, and life insurance products to help protect businesses, cars, homes, lives, and retirement income.

Our headquarters is in Stevens Point, Wisconsin, with claims and service offices located throughout the United States. From sales to claims, and information technology to marketing, we enjoy a rewarding and challenging work environment with opportunities for ongoing professional development and growth.

Our bright future is built on a long track record of success. We got our start in 1904 and have been helping businesses succeed and protect their futures ever since. Because of the trust placed in us, we’re one of the largest and financially strongest mutual insurance companies in the United States. We’re rated A+ by A.M. Best, the industry's leading rating authority. Get ready to own your future at Sentry. Opportunities await.

Thank you for your interest in Sentry!

Jennifer Van Vlack

Jennifer.VanVlack@Sentry.com

Equal Employment Opportunity

Sentry is an Equal Opportunity Employer. It is our policy that there be no discrimination in employment based on race, color, national origin, religion, sex, disability, age, marital status, or sexual orientation.