Do you thrive on turning data into action? We're looking for a proactive Sr. Workforce Management Analyst to support our high-volume sales call center. In this role, you'll forecast call volume, optimize staffing, and identify continuous improvement opportunities using historical business data and real-time insights. You'll dig into trends, ask the right questions, and deliver clear, actionable recommendations. Strong forecasting experience, communication, project management, and presentation skills are essential, as is the ability to tell the story behind the data and influence change.
WHAT WE CAN OFFER YOU:
Estimated Salary: $65,000 - $85,000 plus annual bonus opportunity.
401(k) plan with a 2% company contribution and 6% company match.
Work-life balance with vacation, personal time and paid holidays. See our benefits and perks page for details.
Applicants for this position must not now, nor at any point in the future, require sponsorship for employment. [remove if open to sponsorship]
WHAT YOU'LL DO:
Forecast & Staff Planning: Accurately forecast call volume, handle time, and shrinkage by work type to provide clear staffing recommendations that drive performance.
Data-Driven Insights: Analyze data to recommend and implement staffing proposals, maintain attrition and capacity models, and guide both short- and long-term staffing needs.
Continuous Improvement: Monitor KPI performance, identify trends, and provide proactive recommendations to improve forecast accuracy and workforce effectiveness.
Reporting & Audit Support: Create and distribute reporting, audit WFM models and schedules, validate system changes, and recommend process improvements.
Collaboration & Leadership: Partner with Contact Center and WFM leadership to build strong relationships, coach analysts, and support daily workflow management.
WHAT YOU'LL BRING:
Strong experience in Workforce Management Planning and Strategy, with a solid background in related roles. Experience in the financial services industry is a plus.
Strong skills in forecasting, analyzing call center data, and using WFM tools. Comfortable working in Excel, Word, and PowerPoint.
Excellent communication and presentation skills-you can explain complex data in a clear, easy-to-understand way and influence decisions.
Able to handle pressure, meet deadlines, and stay flexible in a fast-paced and constantly changing environment.
Strong organizational skills and attention to detail. You can look at data, spot trends, and make solid recommendations.
You promote a culture of diversity and inclusion, value different ideas and opinions, and listen courageously, remaining curious in all that you do.
Able to work remotely with access to a high-speed internet connection and in a listed location.
We value diverse experience, skills, and passion for innovation. If your experience aligns with the listed requirements, please apply!
If you have questions about your application or the hiring process, email our Talent Acquisition area at [email protected]. Please allow at least one week from time of applying if you are checking on the status.
Fair Chance Notices
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Mutual of Omaha and its affiliates are an Equal Opportunity /Affirmative Action Employer. Qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
