Workforce Management Analyst
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Overview
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
Platform Support & Collaboration
- Provide Five9 platform support, including scheduling, quality management, and screen capture
- Assist with IVR programming and optimization to improve call flow and routing
- Communicate with leaders and frontline teams to manage traffic fluctuations and priorities
What You Bring
- Bachelor's degree in Mathematics, Economics, Business Analytics, or a related field
- 2+ years of workforce management experience in a high‑volume call center
- Experience with cloud‑based contact center platforms; Five9 preferred
- Familiarity with IVR systems and real‑time traffic management
- Strong analytical, organizational, and problem‑solving skills
- Ability to work independently while collaborating across teams
- Clear, confident communicator with strong interpersonal skills
- Proficiency with Microsoft 365 tools (Excel, PowerPoint, Teams, SharePoint, Power BI)
- Alignment with Slide's Core Values and collaborative culture
What Slide Offers To You
The Slide Vibe- An opportunity to be a part of a fun and innovation-driven culture fueled by Passion, Purpose and Technology! Slide offers many opportunities to collaborate and innovate across the company and departments, as well as get to know other Sliders. From coffee chats, to clubs, to social events - we plan it, so all Sliders feel included and Enjoy their Journey.
Benefits- Created using Slider feedback, Slide offers a comprehensive and affordable benefits package to cover all aspects of health...Physical, Emotional, Financial, Social and Professional. A Lifestyle Spending Account is set up for each Slider and Slide contributes to it monthly for use on any benefit that individually suits you- Health Your Way!
2023 - 2026 BEST PLACE TO WORK - Tampa Bay Business Journal
2024, 2025 & 2026 TOP WORKPLACE - Tampa Bay Times & USA TODAY
Automate your job search with Sonara.
Submit 10x as many applications with less effort than one manual application.
