Group 1001
Senior Workforce Analyst
Join to apply for the
Senior Workforce Analyst
role at
Group 1001 .
Group 1001
is a consumer‑centric, technology‑driven family of insurance companies on a mission to deliver outstanding value and operational performance by combining financial strength and stability with deep insurance expertise and a can‑do culture. Their culture emphasizes collaboration, communication, core business focus, risk management and striving for outcomes, extending to the way they hire and onboard their most valuable assets – their employees.
Why This Role Matters
Responsible for forecasting call volume and resource requirements necessary to meet objectives, including development of mid‑range capacity and workload requirements, day‑of‑week and intra‑day call volume forecasts.
How You’ll Contribute Forecasting & Planning
Accurately predict call volumes, staffing needs, and resource requirements to ensure optimal coverage and service levels.
Prepare and maintain call volume forecasts and modify them as required to account for current trends.
For processing teams, conduct time‑motion studies, processing mapping when required, and leverage historical demand drivers by business unit to predict staffing needs.
Capacity Planning
Develop long‑term staffing and resource allocation models based on call volume forecasts & KPIs.
Update staffing models and demand drivers quarterly and review with business partners.
Identify staffing needs and collaborate on hiring plans.
Staffing & Scheduling
Identify and communicate staffing needs (daily/near‑term) based on business demands and trends factoring in planned and unplanned shrinkage.
Adjust and manage work schedules to ensure adequate coverage and optimize resource allocation.
Assign appropriate skills in workforce management tool and routing profiles to support the needs of the business.
Develop time‑off allocations and efficient schedules aligned with predicted demand, agent availability, skill sets, and peak times.
Maintain call driver reasons and impacts. Monitor and propose effective shift patterns.
Real‑time Monitoring & Adherence
Continuously monitor intra‑day service levels, agent performance, adherence to schedules, and real‑time call volumes to identify deviations and make adjustments as needed.
Performance Monitoring & Analysis
Provide real‑time reporting, monitoring, and performance to SLA during intervals within the day.
Analyze historical data, identify trends, and generate reports to track performance and inform future planning.
Identify areas for improvement and optimize workforce processes.
Intraday Management
Take proactive measures to address unexpected events such as high call volumes or agent absences to maintain service levels.
Reporting
Produce and deliver necessary reports to inform leadership and develop action plans.
Monitor and report attendance and adherence/productivity.
System Outage Tracking
Troubleshoot & report on outages.
Identify and alert management of widespread issues or outages.
Participate in BCP efforts, including closing phone lines.
Collaboration
Work closely with call‑center leadership, operations teams, and other stakeholders to ensure alignment with WFM implementation.
Work with business partners as required.
Update and maintain Workforce Management tool; participate in User Groups to enhance knowledge.
Process Improvement
Identify opportunities to streamline WFO processes, improve efficiency, and enhance agent productivity.
Analyze WFM data to identify areas where costs can be reduced without compromising service levels.
What We’re Looking For
Bachelor’s Degree or 3‑7 years of equivalent industry experience required.
Previous experience in a call‑center environment required.
Previous workforce management or forecasting experience required.
Previous workforce management tool experience to manage forecasting, scheduling, and performance monitoring required.
Advanced technical proficiency in Microsoft Excel required.
Workforce management certifications preferred but not required.
Strong analytical and problem‑solving skills with the ability to translate large data sets into actionable insights.
Benefits Highlights Employees who meet benefit eligibility guidelines and work 30 hours or more weekly can enroll in Group 1001’s benefits package. Eligible employees (and their families) may participate in the company’s comprehensive health, dental, and vision insurance plan options, basic and supplemental life insurance, short and long‑term disability. All employees have immediate access to the company’s Employee Assistance Program and wellness programs—no enrollment required. Employees may also participate in the company’s 401(k) plan, with matching contributions by the company.
Group 1001 and its affiliated companies are strongly committed to providing a supportive work environment where employee differences are valued. Diversity is an essential ingredient in making Group 1001 a welcoming place to work and is fundamental in building a high‑performance team. All employees share the responsibility for maintaining a workplace culture of dignity, respect, understanding and appreciation of individual and group differences.
Seniority level Mid‑Senior level
Employment type Full‑time
Job function Project Management and Information Technology
Industries Insurance
Location: Zionsville, IN
#J-18808-Ljbffr
Senior Workforce Analyst
role at
Group 1001 .
Group 1001
is a consumer‑centric, technology‑driven family of insurance companies on a mission to deliver outstanding value and operational performance by combining financial strength and stability with deep insurance expertise and a can‑do culture. Their culture emphasizes collaboration, communication, core business focus, risk management and striving for outcomes, extending to the way they hire and onboard their most valuable assets – their employees.
Why This Role Matters
Responsible for forecasting call volume and resource requirements necessary to meet objectives, including development of mid‑range capacity and workload requirements, day‑of‑week and intra‑day call volume forecasts.
How You’ll Contribute Forecasting & Planning
Accurately predict call volumes, staffing needs, and resource requirements to ensure optimal coverage and service levels.
Prepare and maintain call volume forecasts and modify them as required to account for current trends.
For processing teams, conduct time‑motion studies, processing mapping when required, and leverage historical demand drivers by business unit to predict staffing needs.
Capacity Planning
Develop long‑term staffing and resource allocation models based on call volume forecasts & KPIs.
Update staffing models and demand drivers quarterly and review with business partners.
Identify staffing needs and collaborate on hiring plans.
Staffing & Scheduling
Identify and communicate staffing needs (daily/near‑term) based on business demands and trends factoring in planned and unplanned shrinkage.
Adjust and manage work schedules to ensure adequate coverage and optimize resource allocation.
Assign appropriate skills in workforce management tool and routing profiles to support the needs of the business.
Develop time‑off allocations and efficient schedules aligned with predicted demand, agent availability, skill sets, and peak times.
Maintain call driver reasons and impacts. Monitor and propose effective shift patterns.
Real‑time Monitoring & Adherence
Continuously monitor intra‑day service levels, agent performance, adherence to schedules, and real‑time call volumes to identify deviations and make adjustments as needed.
Performance Monitoring & Analysis
Provide real‑time reporting, monitoring, and performance to SLA during intervals within the day.
Analyze historical data, identify trends, and generate reports to track performance and inform future planning.
Identify areas for improvement and optimize workforce processes.
Intraday Management
Take proactive measures to address unexpected events such as high call volumes or agent absences to maintain service levels.
Reporting
Produce and deliver necessary reports to inform leadership and develop action plans.
Monitor and report attendance and adherence/productivity.
System Outage Tracking
Troubleshoot & report on outages.
Identify and alert management of widespread issues or outages.
Participate in BCP efforts, including closing phone lines.
Collaboration
Work closely with call‑center leadership, operations teams, and other stakeholders to ensure alignment with WFM implementation.
Work with business partners as required.
Update and maintain Workforce Management tool; participate in User Groups to enhance knowledge.
Process Improvement
Identify opportunities to streamline WFO processes, improve efficiency, and enhance agent productivity.
Analyze WFM data to identify areas where costs can be reduced without compromising service levels.
What We’re Looking For
Bachelor’s Degree or 3‑7 years of equivalent industry experience required.
Previous experience in a call‑center environment required.
Previous workforce management or forecasting experience required.
Previous workforce management tool experience to manage forecasting, scheduling, and performance monitoring required.
Advanced technical proficiency in Microsoft Excel required.
Workforce management certifications preferred but not required.
Strong analytical and problem‑solving skills with the ability to translate large data sets into actionable insights.
Benefits Highlights Employees who meet benefit eligibility guidelines and work 30 hours or more weekly can enroll in Group 1001’s benefits package. Eligible employees (and their families) may participate in the company’s comprehensive health, dental, and vision insurance plan options, basic and supplemental life insurance, short and long‑term disability. All employees have immediate access to the company’s Employee Assistance Program and wellness programs—no enrollment required. Employees may also participate in the company’s 401(k) plan, with matching contributions by the company.
Group 1001 and its affiliated companies are strongly committed to providing a supportive work environment where employee differences are valued. Diversity is an essential ingredient in making Group 1001 a welcoming place to work and is fundamental in building a high‑performance team. All employees share the responsibility for maintaining a workplace culture of dignity, respect, understanding and appreciation of individual and group differences.
Seniority level Mid‑Senior level
Employment type Full‑time
Job function Project Management and Information Technology
Industries Insurance
Location: Zionsville, IN
#J-18808-Ljbffr