Sr. Workforce Analyst

The Sr. Workforce Analyst plays a criticalrole in ensuring Contact Center Operations for US Lifestyle and Global Housing can consistently meet client contractual Service Level Agreements (SLAs).Sr. Workforce Analysts comprise the enterprise hub for communication of Contact Center SLA impacting systems issues and BCP events as well as coordinating actions across Assurant and Vendor Partner sites to ensure SLAs can be met.Sr. Workforce Analysts communicate high-level critical information to key stakeholders at all levels of leadership including VPs and above. This position substantially affects operational cost and efficiency, spanning areas like occupancy, overtime, and staffing. The Sr. Workforce Analyst will also adjust enterprise level (multi-site) intraday call volume, AHT, and staffing requirements (enterprise level intraday forecasts), provide critical status reports and communications to key stakeholders, and ensure alignment on SLA priorities and strategy with Operational Par...