As a Workforce Planning Analyst, you will be a member of the workforce management (WFM) team that uses specialized software to forecast, schedule, and manage real time staffing for contact centers and other business areas at COUNTRY Financial. This team ensures the right staff is in place to meet client and agency expectations in a multi-channel, fast-paced environment. The right person will be very organized and have strong analytical skills, make data-driven decisions and recommendations, and have the ability to flex and reprioritize changing workload. They will establish strong relationships with scheduled staff, the WFM team and the departments they serve.

This position offers a hybrid work schedule and is based out of our corporate offices in Bloomington, IL.

How does a Workforce Planning Analyst make an impact?

• Forecasts, creates, and adjusts employee schedules accurately & most efficiently using workforce management software to determine immediate & future hiring/staffing needs. Collaborates regularly with contact center management to assist in proactively identifying & executing needed staffing adjustments to meet key performance indicators such as service levels.
• Applies scheduling expertise to ensure data normalization and trending changes are accurate. Models complex scenarios and scope changes. Makes manual adjustments when necessary to forecast or schedule more accurately.
• Provides continuous improvement recommendations to management by staying abreast of industry scheduling advancements, utilizing vendor webinars and user groups, and other methods or research to ensure COUNTRY contact centers are using best in class scheduling practices, processes, and efficiencies.