Sr. Workforce Planning and Forecasting Consultant - Remote or Hybrid

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Job Overview
Job Title:
Sr. Workforce Planning and Forecasting Consultant - Remote or Hybrid
Company:****
Category:
Claims, Sales
Location:
Hartford, Connecticut
Tweets by @TRV_Careers
Sr. Workforce Planning and Forecasting Consultant - Remote or Hybrid
Hartford, Connecticut
Company Summary
Taking care of our customers, our communities and each other. That's the Travelers Promise. By honoring this commitment, we have maintained our reputation as one of the best property casualty insurers in the industry for over 160 years. Join us to discover a culture that is rooted in innovation and thrives on collaboration. Imagine loving what you do and where you do it.
Job Category
Operations
Target Openings
1
Job Description Summary
The Workforce Management team drives solutions and strategies that maximize efficiency and maintain employee and customer satisfaction. As the Sr. Consultant, Workforce Management, you will partner closely with the Contact Center/Claim Center/Operations Management Team by forecasting, scheduling, planning, and making recommendations for improvements. You will leverage your subject matter expertise in metrics, reporting and data analysis to determine the best use of time, people, and systems to meet the business needs of today and tomorrow.
Primary Job Duties & Responsibilities
Construct new and maintain existing long-term models, short-term forecasts, and ad hoc modeling to inform staffing, budgeting, workload distribution, strategic and tactical leadership decisions, and support achievement of service objectives.
Serve as a subject matter expert for the Workforce Management discipline and related technologies, while acting as a trusted advisor in support of a highly dynamic, complex environment with various types and levels of staffing.
Provide recommendations to leadership and influence outcomes that will support our long-term capacity and workload budgeting plans.
Understand processes and aggregate, manipulate, and analyze data to produce accurate, insightful, and contextual reports to leadership that convey trends to inform business decisions.
Participate in operational and Workforce technology testing, validate updates/changes, and troubleshoot system/user issues and recommend enhancements.
Seek opportunities to improve and develop processes, procedures, and projects including maintaining Best Practice documentation and communicating changes to appropriate audiences.
Monitor systems, coordinate key activities and projects, identify and address unexpected workload or staffing variations, and proactively report trends to assist management in dealing with real time adherence.
Support a wide variety of tasks and requests from end users and stakeholders including schedule change/move requests, staff movement, and WFM software administration.
Lead training of new WFM staff and educate end users and stakeholders on products, services, and Workforce Management principles, while influencing the adoption of approaches to managing staffing/capacity.
Minimum Qualifications
High school diploma and two years of work experience in management information, finance, statistical analysis, Workforce Management, Claim or Contact Center.
Advanced knowledge of Microsoft Excel and PowerPoint.
Experience forecasting, scheduling, and configuring business rules within a Workforce Management software, and basic knowledge of contact routing software.
Education, Work Experience, & Knowledge
Bachelor's Degree.
Strong working knowledge of contact or claim center operations and Property & Casualty insurance products and systems.
Analytical mindset with the ability to manage data and leverage business statistics to improve accuracy.
Experience with Aspect or other WFM Software, IBM TM1, SQL, Genesys or other call routing software, and MicroStrategy, Cognos, or other reporting tools.
Self-starter with the ability to change tasks quickly, prioritize, and reprioritize to maintain efficient operations and ensure expectations are properly set and met.
Advanced verbal and written communication skills with a customer service focus and ability to use data visualization, storytelling skills, Workforce Management principles, and emotional intelligence to influence leadership and contribute to a team environment.
Job Specific Technical Skills & Competencies
Analytical
Independent
Detail Focus
Flexible
Organized
Dependable
Innovative perspective
Proficient organization and time management skills
Self-starter, self-motivator, self-disciplined
Knowledge of Microsoft Excel, Word, PowerPoint, and Access, a plus
Experience with Aspect, a plus
Ability to effectively multi-task required
Advanced verbal and written communication skills
Ability to promote as well as contribute to a team environment
Strong customer service focus
Environmental / Work Schedules / Other
Operates standard office equipment
Requires extended periods of computer use
Requires extended periods of sitting
Employment Practices
Travelers is an equal opportunity employer. We value the unique abilities and talents each individual brings to our organization and recognize that we benefit in numerous ways from our differences.
If you are a candidate and have specific questions regarding the physical requirements of this role, please send us an email so we may assist you.
Travelers reserves the right to fill this position at a level above or below the level included in this posting.
To learn more about our comprehensive benefit programs please visit ****About Travelers
The Travelers Companies, Inc. (NYSE: TRV) is a leading property casualty insurer selling primarily through independent agents and brokers. The company's diverse business lines offer its global customers a wide range of coverage in the auto, home and business settings. A component of the Dow Jones Industrial Average, Travelers has more than 30,000 employees and generated revenues of approximately $25 billion in 2010.
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