Workforce Management Analyst

Responsibilities

• 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
• What Slide Offers To You
• 2023 - 2026 BEST PLACE TO WORK - Tampa Bay Business Journal
• 2024, 2025 & 2026 TOP WORKPLACE - Tampa Bay Times & USA TODAY

Benefits

Additional Information

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.

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