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The Sr Analyst, Workforce Management role manages scheduling, skilling, vacation and shift bids, and planning in Genesys WEM. Partnering with the WFM Manager, this role will develop 2–4-week schedules and forecasts for assigned business units. Experience working in P&C servicing, processing, or underwriting operations and/or in Workforce Management is preferred.
Candidates local to the Des Moines area will come into the office two days per week.
This role does not qualify for employer-sponsored work authorization. Nationwide does not participate in the Stem OPT Extension program.
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Job Description Summary
We are “mission control” at Nationwide, helping business units put the right amount of people in the right place at the right time. Aligning capacity with work requires an analytical and forward-thinking approach and meaningful collaboration with functional areas across the enterprise. If you are innovative, thrive in a fast-paced, constantly evolving work environment, we want to hear from you!Job Description
Key Responsibilities:
Forecasts call/processing task arrival and builds staffing and scheduling plans to meet business goals and objectives for catastrophes (CAT), holidays and other special events.
Manages workflow automation software and ensures system is at full potential. Using data from management and scheduling software, prepares forecasts of contact center staffing on a daily, weekly, monthly and priority basis.
Works with contact center management, team leaders, functional managers and others to schedule training, reschedule staff or reroute calls/processing tasks to match customer call volumes.
Builds and maintains agent skilling in GAX and IEX/i360. Audits skilling in accordance with internal audit guidelines.
Analyzes individual skill staffing, in complex, multi-skill environments, ensuring sufficient coverage is in place to meet all service delivery goals. Works with training team to organize any training needed to maintain sufficient skill staffing.
Attends training given by software vendor, learning how to use all modules. Trains others on contact/processing management software.
Meets with all levels of management to discuss most efficient ways to use staff resources. Alerts management to problems handling customer volumes; presents possible solutions.
Makes recommendations for cross-training and overtime needs.
Builds and updates management system rules ensuring proper recruitment of extra hours/time off and management of off phone activities.
Recommends/facilitates all agent bidding (schedule/vacation).
Provides new hire shift recommendations.
May perform other responsibilities as assigned
Reporting Relationships: Reports to Supervisor/Manager.
Typical Skills and Experiences:
Education: Undergraduate studies in a business or quantitative field preferred.
Experience: Three years of experience in workforce forecasting, analyzing and/or capacity management contact center environment.
Knowledge, Abilities and Skills and Abilities: Contact/service center operations such as claims, underwriting and/or administration. Scheduling process and related software. Capacity management, forecasting and statistical analysis. Verbal and written communication skills for contact with vendors, management and contact/service center personnel. Ability to analyze contact center volume and workforce staffing, and recommend solutions to workflow problems. Ability to learn/work in several Contact center management, data gathering and data analytics systems.
Other criteria, including leadership skills, competencies and experiences may take precedence.
Staffing exceptions to the above must be approved by the hiring manager’s leader and HR Business Partner.
Values: Regularly and consistently demonstrates Nationwide Values.
Job Conditions:
Overtime Eligibility: Not Eligible (Exempt)
Working Conditions: Normal office environment. Extended periods of sitting/working at personal computer and/or traffic terminal. Non-standard and/or extended work hours as needed to support 7/24 contact center environment.
ADA: The above statements cover what are generally believed to be principal and essential functions of this job. Specific circumstances may allow or require some people assigned to the job to perform a somewhat different combination of duties.
We currently anticipate accepting applications until 11/13/2026. However, we encourage early submissions, as the posting may close sooner if a strong candidate slate is identified before the deadline.Benefits
We have an array of benefits to fit your needs, including: medical/dental/vision, life insurance, short and long term disability coverage, paid time off with newly hired associates receiving a minimum of 18 days paid time off each full calendar year pro-rated quarterly based on hire date, nine paid holidays, 8 hours of Lifetime paid time off, 8 hours of Unity Day paid time off, 401(k) with company match, company-paid pension plan, business casual attire, and more. To learn more about the benefits we offer, click here.
Nationwide is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive culture where everyone feels challenged, appreciated, respected and engaged. Nationwide prohibits discrimination and harassment and affords equal employment opportunities to employees and applicants without regard to any characteristic (or classification) protected by applicable law.
This position could be filled within any of the lower 48 U.S. states.Smoke-Free Iowa Statement: Nationwide Mutual Insurance Company, its affiliates and subsidiaries comply with the Iowa Smokefree Air Act. Smoking is prohibited in all enclosed areas on or around company premises as well as company issued vehicles. The company offers designated smoking areas in which smoking is permitted at each individual location. The Act prohibits retaliation for reporting complaints or violations. For more information on the Iowa Smokefree Air Act, individuals may contact the Smokefree Air Act Helpline at 888-944-2247.NOTE TO EMPLOYMENT AGENCIES:
We value the partnerships we have built with our preferred vendors. Nationwide does not accept unsolicited resumes from employment agencies. All resumes submitted by employment agencies directly to any Nationwide employee or hiring manager in any form without a signed Nationwide Client Services Agreement on file and search engagement for that position will be deemed unsolicited in nature. No fee will be paid in the event the candidate is subsequently hired as a result of the referral or through other means.
Nationwide pays on a geographic-specific salary structure and placement within the actual starting salary range for this position will be determined by a number of factors including the skills, education, training, credentials and experience of the candidate; the scope, complexity and location of the role as well as the cost of labor in the market; and other conditions of employment. If a Sales job, Sales Incentives, based on performance goals are possible in addition to this range. Note on Compensation for Part-Time Roles: Please be aware that the salary ranges listed below reflect full-time compensation. Actual compensation may be prorated based on the number of hours worked relative to a full-time schedule.The national salary range for Sr Analyst, Workforce Management : $55,000.00-$102,000.00The expected starting salary range for Sr Analyst, Workforce Management : $55,000.00 - $82,000.00
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