At Globe Life, we are committed to empowering our employees with the support and opportunities they need to succeed at every stage of their career. We take pride in fostering a caring and innovative culture that enables us to collectively grow and overcome challenges in a connected, collaborative, and mutually respectful environment that calls us to help Make Tomorrow Better.
Role Overview:
Could you be our next Workforce Management Analyst? Globe Life is looking for a Workforce Management Analyst to join the team!
In this role, you will be responsible for ensuring the right number of agents are available to meet customer demand by forecasting call volumes, scheduling staff, monitoring real-time queues, and analyzing performance data.
Responsibilities include using WFM software, creating optimal schedules, managing agent performance, ensuring labor law compliance, and balancing business needs with employee preferences to maintain service levels and minimize costs.
The Workforce Management Analyst is primarily responsible for achieving department Service Level goals (SVL). This position also helps balance SVL goals and labor costs, and will make recommendations that will improve efficiency and SVL for our customers.
This is a remote / work-from-home position.
What You Will Do:
- Monitor queues and agent performance in real-time to make necessary adjustments, such as rerouting calls or managing breaks, to maintain service levels.
- Analyzing key metrics and performance data to identify areas for improvement, improve staffing efficiency, and enhance customer experience.
- Create schedules for new and existing employees.
- Schedule meetings and training for representatives.
- Identify improvements needed to schedule that will improve SVL.
- Ensure all reports and data entry are completed in a timely and accurate manner.
- Communicate effectively with all levels of the call center.
- Proactive monitoring and analysis of call arrival patterns and existing schedules.
- Liaison for operations and IT for system issues.
- Collaborating with operational supervisors and managers.
- Managing Community edits, i.e., adherence schedules, attendance, and time off requests.
What You Can Bring:
- High school diploma or equivalent required. Bachelor’s degree preferred.
- Call center experience is strongly preferred.
- Strong communication, organizational, analytical, and interpersonal skills required. This person must be able to communicate with all levels of the call center.
- Ability to successfully engage in multiple initiatives simultaneously.
- Ability to organize and prioritize, maintain attention to detail, and work under critical timeframes.
- Excellent oral and written communication skills.
- Exceptional attention to detail.
- Strong analytical skills.
- Proficient in the Microsoft Office suite, Word, Excel, Outlook, Teams, and general working knowledge of the Internet for business use.
- Ability to learn new computer systems.
- Intermediate Excel experience required.
Applicable To All Employees of Globe Life Family of Companies:
Reliable and predictable attendance of your assigned shift.
Ability to work full time and/or part time based on the position specifications.
How Globe Life Will Support You:
Looking to continue your career in an environment that values your contribution and invests in your growth? We've curated a benefits package that helps to ensure that you don’t just work, but thrive at Globe Life:
Competitive compensation designed to reflect your expertise and contribution.
Comprehensive health, dental, and vision insurance plans because your well-being is fundamental to your performance.
Robust life insurance benefits and retirement plans, including company-matched 401k and pension plan.
Paid holidays and time off to support a healthy work-life balance.
Parental leave to help our employees welcome their new additions.
Subsidized all-in-one subscriptions to support your fitness, mindfulness, nutrition, and sleep goals.
Company-paid counseling for assistance with mental health, stress management, and work-life balance.
Continued education reimbursement eligibility and company-paid FLMI and ICA courses to grow your career.
Discounted Texas Rangers tickets for a proud visit to Globe Life Field.
Opportunity awaits! Invest in your professional legacy, realize your path, and see the direct impact you can make in a workplace that celebrates and harnesses your unique talents and perspectives to their fullest potential. At Globe Life, your voice matters.
