Workforce Management Analyst

Job description

Slide Insurance - Fun. Innovation Driven. Fueled by Passion, Purpose and Technology. At Slide, you will not only be part of a successful team, but you will also be a part of our Slide Vibe/award winning culture where collaboration and innovation are expected, recognized and awarded! As a Workforce Management Analyst , you’ll help ensure the right resources are in place at the right time by delivering accurate forecasts, optimized schedules, and real‑time staffing adjustments that support service excellence. What You’ll Do: Forecasting, Scheduling & Real‑Time Management: - Analyze historical trends and real‑time data to develop volume forecasts and staffing plans - Build and maintain schedules aligned with service level goals - Monitor intraday performance and traffic to ensure proper coverage - Make real‑time staffing adjustments to address coverage or adherence gaps Reporting, Analytics & Optimization: - Produce detailed performance reports (hourly, daily, weekly, monthly) to support leadership decisions - Identify efficiency opportunities using Five9 and related analytics tools - Support interaction analytics and AI tools (e.g., Ava) to uncover process gaps and drive improvements...