Workforce Management Analyst

Slide Insurance - Fun. Innovation Driven. Fueled by Passion, Purpose and Technology.

At Slide, you will not only be part of a successful team, but you will also be a part of our Slide Vibe/award winning culture where collaboration and innovation are expected, recognized and awarded!

As a Workforce Management Analyst, you’ll help ensure the right resources are in place at the right time by delivering accurate forecasts, optimized schedules, and real‑time staffing adjustments that support service excellence.

What You’ll Do

Forecasting, Scheduling & Real‑Time Management

• Analyze historical trends and real‑time data to develop volume forecasts and staffing plans

• Build and maintain schedules aligned with service level goals

• Monitor intraday performance and traffic to ensure proper coverage

• Make real‑time staffing adjustments to address coverage or adherence gaps

Reporting, Analytics & Optimization

• Produce detailed performance reports (hourly, daily, weekly, monthly) to support leadership decisions

• Identify efficiency opportunities using Five9 and related analytics tools

• Support interaction analytics and AI tools (e.g., Ava) to uncover process gaps and drive improvements

Platform Support & Collaboration

• Provide Five9 platform support, including scheduling, quality management, and screen capture

• Assist with IVR programming and optimization to improve call flow and routing

• Communicate with leaders and frontline teams to manage traffic fluctuations and priorities

What You Bring

• Bachelor’s degree in Mathematics, Economics, Business Analytics, or a related field

• 2+ years of workforce management experience in a high‑volume call center

• Experience with cloud‑based contact center platforms; Five9 preferred

• Familiarity with IVR systems and real‑time traffic management

• Strong analytical, organizational, and problem‑solving skills

• Ability to work independently while collaborating across teams

• Clear, confident communicator with strong interpersonal skills

• Proficiency with Microsoft 365 tools (Excel, PowerPoint, Teams, SharePoint, Power BI)

• Alignment with Slide’s Core Values and collaborative culture