Workforce Management Analyst

Salary Grade/Points 42/282 Company FBL Financial Group, Inc. Date Prepared 01/2025 Position Title PC Workforce Management Analyst Department Multi-Line Contact Center Job Number PC5639 Location West Des Moines, IA [ED1] [NE2] Basic Function R esponsible for analyzing the intra-day contact volume data while supporting functional management within the Call Center to ensure resource optimization. Monitor daily and hourly service levels for all contact types and make real-time adjustments to the schedule to ensure departmental KPIs. Develop accurate and effective schedules and leveraging real-time decision-making to provide that service level targets are achieved. Principal Accountabilities Accountabilities should reflect job functions requiring at least 5% of an incumbent’s time commitment. Essential Functions: We deliver on our promise every day to protect livelihoods and futures. We do this through our value-based work, demonstrating service, integrity, leadership, teamwork, accountability and passion in all touch points with client members, employees, agents and vendors. Leverage data mining and analysis to provide business insight on department trends and efficiencies. Review existing data and perform research to develop recommendations and solutions for the Multi-Line Contact Center. Provide information pertinent to the development of appropriate strategies by assembling and presenting reports and presentations of key data variables needed to drive decisions Build, enhance, and refine reporting through dashboards and other data visualization techniques that promote management’s understanding of and access to key business metrics/indicators. Develop reports and presentations on project conclusions and implications, documenting analyses and ensuring that key stakeholders understand the business implications for those analyses. Utilize internal and external information to understand key variables that will help improve/standardize/support both current and future work processes. Preserve confidentiality of production data results. Non-Essential Functions: Perform other job-related duties or special projects as assigned. Progress towards industry education is preferred (CPCU or AIU) Progress towards Lean Six Sigma preferred Qualifications/Know-How 1. College degree (Statistics, Mathematics, Economics, or Business preferred) or equivalent plus one-year relevant experience required. Data research and analysis experience preferred. [ED3] [NE4] 2. Experience in conducting and interpreting results from qualitative and quantitative survey and database research. 3. Working knowledge of Microsoft Access, Microsoft Excel Power Pivot, Power BI 4. Must be able to learn/apply new software and capture, analyze and synthesize data and report results. 5. Strong analytical and logical skills associated with numbers. 6. Oral and written communication skills as appropriate to this position. 7. Ability to read, write and speak the English language. 8. Reasonably regular and predictable attendance. OVER Nature Scope Workforce Management (WFM) is responsible for making the Multi-Line Contact Center a data driven department. This will happen by forecasting long and short-term models of contact volumes using previous business trends and real-time business trends while maintaining variance KPI’s set. Additionally, this will support Multi-Line Contact Center in gathering data in a consistent manner, analyzing the meaning of the data and creation of actionable insight of that data. This position is responsible for data definition, quality and standards, cost benefit metrics, management of business rules and support for the end users and only develop data with a purpose. The purpose is to give decision makers the opportunity to make the best decisions possible with the end goal of improving the performance of the business unit. The Workforce Management (WFM) Analyst is responsible for obtaining, compiling, reviewing, and interpreting Multi-Line Contact Center data. This is accomplished by coordinating with management to determine areas of opportunity and by utilizing internal and external information sources to gather applicable data. The incumbent assists in preparing and presenting reports and oral presentations to management on project conclusions and implications. Internal contacts include, Vice Presidents, Shared Services employees, Business Center directors and staff, Systems, Legal, Accounting, Underwriting and Information Technology. External contacts include agents, software vendors, independent adjusters, other insurance companies, and information technology staff. [ED5] [NE6] Dimensions PC Multi-line Contact Center (2022) 125 [ED7] [NE8] Note: The FBL Financial Group, Inc., reserves the right to change job descriptions at any time for business reasons. Furthermore, an employee is expected to perform the duties of the position in a safe manner and in accordance with the rules and regulations set forth by the department/division/area/company. Neither the provisions of this job description nor any other document or publication establishes a contract of employment between you and the FBL Financial Group, Inc., companies. Profile: EI2 175, D3(29) 50, D1C 57, Level [ED1] Are they in WDM or KS? [NE2] Your choice [ED3] What do you feel is adequate time? Many postings list 3-5 years. Do you have a preference? [NE4] This role sounds entry level, what you have seems acceptable. [ED5] Does this hold true for this position as well? [NE6] This would be your decision [ED7] Do you want this diagram to include ML CC Sups, Staci and Mark? [NE8] I would remove for this level of role.