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Workforce Management Forecaster

Assurant is seeking a Workforce Management Forecaster with the opportunity to work remote from Home!

What is a Workforce Management Forecaster at Assurant?

A Workforce Management Forecaster plays a significant role in the success of our business, as they are instrumental in assisting our management in making sure we are staffed to meet the needs of our clients and customers. What does that mean? Here at Assurant, our Workforce Management Team is the backbone of multiple internal clients within our support centers. As a Forecaster, you find patterns and analyze trends of our back office to make forward thinking business decisions.   

Why You Should Consider This Role

  • You love numbers, data, and stats
  • You only use shortcuts in Excel
  • You are naturally geared towards identifying trends, finding patterns, and solving complex problems
  • You treat others with dignity and respect while delivering results
  • You are comfortable dealing with multiple priorities
  • You are a thinker and doer all at the same time
  • SME is your middle name
  • You go above and beyond in your role because you want to, not because you have to

What You Will Like

  • The people – we care
  • The diversity - every day is different
  • The excitement – we focus on ‘What Matters Most’ to our customers
  • The difference in the value Assurant places on strong leadership
  • The opportunity to learn, grow and advance within our fortune 300 global company

The Details  

  • Data is pulled from various systems to analyze trends, volumes, patterns, and initiatives to provide a long-term forecast work item volume by client/function on a monthly basis
  • Participate and present data during weekly meetings with the Operations team to discuss trends, projections, and to create a plan of action to meet contact center metrics
  • Provide staffing recommendations to meet support center contractual Service Level Agreement metrics
  • Complete reporting requests
  • Act as departmental Subject Matter Expert
  • Provide staffing recommendations to meet support center contractual Service Level Agreement metrics before and after improvement initiative implementation
  • Provide reporting from various data sources to quantify volume changes, Average Completion Time (ACT) changes, and other support center metrics to serve as documentation of realized impacts to process improvement 

Basic Qualifications

This Candidate Will Have

  • Completed coursework in or basic knowledge of Mathematical Statistics
  • Previous experience with data modeling
  • Excellent analytical and problem-solving skills
  • Expert skills with Microsoft Word, Excel (macros, pivot table, formulas), and PowerPoint

Preferred Qualifications

It’s Nice to Have

  • A solid understanding of call center "best practices", terminology and functions
  • Previous experience as a call center forecaster and call center scheduler
  • Previous experience in a multi-site support environment

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