Workforce Management Analyst

Sun Life

. Support day-to-day workforce planning and operational execution across internal FTE teams and BPO partners .

Posted 9/22/2026full-timeUnited StatesJuniorMid-Level💰 $53,800 - $80,700 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in workforce management, including forecasting, scheduling, and performance analysis, while effectively communicating insights and recommendations to leadership. Proficient in using workforce management software and advanced Excel techniques to optimize operational efficiency and support business objectives.

Highest-signal resume keywords

Workforce Management SoftwareNICE/IEX ExperienceForecasting and Capacity PlanningAdvanced Excel ProficiencyAnalytical and Problem-Solving Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Workforce Data AnalysisScheduling RecommendationsPerformance Metrics TrackingOperational Efficiency ImprovementCapacity Models Development

Soft Skills

Excellent Communication SkillsTime ManagementOrganizational SkillsAttention to DetailCreative Problem-Solving

Tools & Technologies

Microsoft Office SuiteExcel Pivot TablesVLOOKUPMacrosAWS

Industry Keywords

BPO Performance ManagementCall Center OperationsContact Center KPIsMulti-Line-of-Business EnvironmentCustomer Support Environments

Tech Stack

Tools & technologies

AWS

About the role

Key responsibilities & impact

Support day-to-day workforce planning and operational execution across internal FTE teams and BPO partners
Apply workforce management expertise in forecasting, BPO performance management, real-time intraday monitoring, scheduling, adherence, and off-phone activity planning
Track BPO partner performance metrics and prepare business review materials and supporting analysis
Maintain and update workforce capacity models for routine and ad hoc capacity planning
Develop and maintain reports analyzing support volume trends, agent productivity, vendor performance, and operational outcomes
Translate workforce data into recommendations for leadership
Partner with leadership on short- and long-term capacity needs, staffing scenarios, and internal FTE versus BPO tradeoffs
Identify operational inefficiencies and recommend improvements to service level, average handle time, occupancy, adherence, and forecast accuracy
Monitor real-time adherence for BPO, outsourcer, and internal agents
Forecast contact volume, training, team and project work, paid time off, personal leave, and other staffing factors
Manage scheduled and unscheduled paid time off requests and update staffing plans in real time
Use workforce management software, call center operations knowledge, and contact center KPIs in a multi-line-of-business environment
Communicate with internal and external partners to track progress, resolve issues, and support business objectives
Generate and communicate off-phone activity reports, staffing updates, performance measures, and call statistics
Develop reports, maintain spreadsheets, identify trends, and address operational issues with management
Recommend and implement staffing, schedule, and shift changes based on volume trends and call traffic
Report to the Senior Manager, Workforce Management
Perform other duties as assigned

Requirements

What you’ll need

Bachelor’s degree and at least 2 years of experience analyzing workforce data and making staffing or scheduling recommendations; or at least 6 years of equivalent experience analyzing workforce data and making staffing or scheduling recommendations
Experience using workforce management software, specifically NICE/IEX
Ability to apply creative problem-solving techniques to operational challenges
Excellent verbal and written communication skills
Strong knowledge of Microsoft Office products, including Word, Excel, PowerPoint, Access, and Edge
Experience working cross-functionally with multiple groups toward a common goal
Strong problem-solving, analytical, interpersonal, time management, organizational, and attention-to-detail skills
Ability to manage multiple tasks independently with minimal supervision in a fast-paced, customer-focused environment
Flexibility to work varied hours and be available as required by business operations
Ability to attend additional training as requested or deemed necessary
Ability to work 7 am - 7 pm CST, including occasional off hours and weekends
Preferred: experience developing, maintaining, and improving workforce forecasting and capacity models
Preferred: familiarity with AI-enabled tools or applications in customer support environments
Preferred: experience in a high-growth or rapidly changing operational environment
Preferred: advanced Excel proficiency, including pivot tables, VLOOKUP, and macros
Preferred: experience developing executive-level reporting dashboards and presenting data-driven insights to senior leadership
Preferred: experience with AWS
Preferred: ability to travel as needed based on business requirements

Benefits

Comp & perks

Generous vacation and sick time
Market-leading paid family, parental and adoption leave
Medical coverage
Company paid life and AD&D insurance
Disability programs
Partially paid sabbatical program
401(k) employer match
Stock purchase options
Employer-funded retirement account
Flexible, inclusive and collaborative work environment
Career growth support
Discretionary annual incentive award based on individual and business performance