Gerber Life Insurance Company
Overview
Join to apply for the
Workforce Management Analyst
role at
Gerber Life Insurance Company . What You’ll Do
Use
WFM scheduling software
to forecast workloads and create efficient agent schedules Monitor real-time staffing and call queues to ensure service levels are met Analyze and report on key performance indicators (KPIs) like ASA, Abandon Rate, Agent Utilization, and Shrinkage Collaborate with supervisors to adjust agent activities and improve performance Interpret complex data to identify trends and recommend improvements Create and distribute reports for leadership and frontline teams Support multiple channels including calls, emails, chat, AI, and back-office tasks What You Bring
Hands-on experience with
WFM tools
(e.g., NICE, Verint, Genesys) for forecasting and scheduling Strong background in
call center operations
and performance metrics Proven ability to
analyze, interpret, and summarize complex data Excellent communication and collaboration skills across all levels Advanced proficiency in
Excel and PowerPoint Flexibility to work evenings and Saturdays on rotation, and be on-call when needed Preferred Qualifications
Associate’s degree or higher SWPP certification in Managing Daily Staffing Experience with telephony systems and skills-based routing Why You’ll Love Working Here
Be part of a collaborative team that values innovation and continuous improvement Make a direct impact on customer experience and operational success Job Details
Seniority level: Associate Employment type: Full-time Job function: Analyst and General Business Industries: Insurance Get notified about new Workforce Management Analyst jobs in Fremont, MI.
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Join to apply for the
Workforce Management Analyst
role at
Gerber Life Insurance Company . What You’ll Do
Use
WFM scheduling software
to forecast workloads and create efficient agent schedules Monitor real-time staffing and call queues to ensure service levels are met Analyze and report on key performance indicators (KPIs) like ASA, Abandon Rate, Agent Utilization, and Shrinkage Collaborate with supervisors to adjust agent activities and improve performance Interpret complex data to identify trends and recommend improvements Create and distribute reports for leadership and frontline teams Support multiple channels including calls, emails, chat, AI, and back-office tasks What You Bring
Hands-on experience with
WFM tools
(e.g., NICE, Verint, Genesys) for forecasting and scheduling Strong background in
call center operations
and performance metrics Proven ability to
analyze, interpret, and summarize complex data Excellent communication and collaboration skills across all levels Advanced proficiency in
Excel and PowerPoint Flexibility to work evenings and Saturdays on rotation, and be on-call when needed Preferred Qualifications
Associate’s degree or higher SWPP certification in Managing Daily Staffing Experience with telephony systems and skills-based routing Why You’ll Love Working Here
Be part of a collaborative team that values innovation and continuous improvement Make a direct impact on customer experience and operational success Job Details
Seniority level: Associate Employment type: Full-time Job function: Analyst and General Business Industries: Insurance Get notified about new Workforce Management Analyst jobs in Fremont, MI.
#J-18808-Ljbffr