Workforce Management Analyst
Posted: 05/26/2026
Job Number: 22468
Job Description
Overview
We’re hiring a hands-on Workforce Management individual contributor to own WFM end-to-end for a growing insurance sales and service operation (~sub-200 seats).
This is an individual contributor role with full ownership across real-time management, forecasting, capacity planning, and scheduling strategy. You’ll operate as the single-threaded WFM leader balancing daily execution with building scalable processes to support growth.
This role is best suited for someone who has worked in lean or mid-sized environments and is comfortable stepping in wherever needed from running intraday decisions to building long-term staffing models that directly impact revenue and customer experience.
What You’ll Own
We’re hiring a hands-on Workforce Management individual contributor to own WFM end-to-end for a growing insurance sales and service operation (~sub-200 seats).
This is an individual contributor role with full ownership across real-time management, forecasting, capacity planning, and scheduling strategy. You’ll operate as the single-threaded WFM leader balancing daily execution with building scalable processes to support growth.
This role is best suited for someone who has worked in lean or mid-sized environments and is comfortable stepping in wherever needed from running intraday decisions to building long-term staffing models that directly impact revenue and customer experience.
What You’ll Own
- Real-Time Operations (Revenue + Service Critical)
- Monitor queues, conversion-impacting SLAs, and adherence in real time
- Make intraday decisions that directly impact sales conversion and customer experience (staffing shifts, skill changes, VTO, reforecasting)
- Identify risks to performance (lead response time, abandonment, backlog) and drive mitigation
- Partner with sales and service leaders to adjust staffing in real time
- Forecasting & Capacity (Core to the Role)
- Own demand forecasting across inbound leads, outbound sales, and service interactions
- Build capacity models tied to conversion rates, seasonality (e.G., policy cycles), and growth targets
- Translate business goals (sales targets, campaigns) into hiring and staffing plans
- Continuously improve forecast accuracy and planning assumptions
- Scheduling & Workforce Optimization
- Design and manage schedules that balance speed-to-lead, service levels, and cost efficiency
- Optimize staffing across peak sales windows and service demand
- Improve scheduling flexibility in a multi-skill environment (sales + service overlap)
- Strategy, Analytics & Build
- Act as the primary WFM partner to operations and sales leadership
- Provide insights on capacity gaps, revenue risk, and efficiency opportunities
- Build WFM processes, reporting, and governance (this is not a “plug into existing system”role)
- Identify opportunities for automation, tooling improvements, and scaling
- 5–8+ years in Workforce Management in a contact center, insurance, or sales-driven environment
- Experience across RTA, forecasting, scheduling, and capacity planning (not siloed)
- Strong understanding of how WFM impacts sales performance (speed-to-lead, conversion, occupancy)
- Advanced Excel skills;experience with BI tools (Tableau, Power BI)
- Proven ability to influence operators and sales leaders, not just report metrics
- Comfortable operating as a solo WFM function owner
- Experience in insurance, financial services, or lead-based sales environments
- Verint experience HIGH PREFERRED
- Experience supporting blended sales + service teams
- Background in smaller or scaling organizations (<300 seats)
- Experience building WFM processes from scratch
- Strong familiarity with industry leading WFM platforms with a preference towards Verint .
- SQL/Python or automation experience
- Full ownership of WFM no layers, no silos
- Direct impact on revenue (sales conversion) and customer experience
- Opportunity to build WFM infrastructure as the business scales
- High visibility with operations and sales leadership
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