Workforce Management Analyst (Remote)

At Globe Life, we are committed to empowering our employees with the support and opportunities they need to succeed at every stage of their career. We take pride in fostering a caring and innovative culture that enables us to collectively grow and overcome challenges in a connected, collaborative, and mutually respectful environment that calls us to help Make Tomorrow Better. Role Overview: Could you be our next Workforce Management Analyst? Globe Life is looking for a Workforce Management Analyst to join the team! In this role, you will be responsible for ensuring the right number of agents are available to meet customer demand by forecasting call volumes, scheduling staff, monitoring real-time queues, and analyzing performance data. Responsibilities include using WFM software, creating optimal schedules, managing agent performance, ensuring labor law compliance, and balancing business needs with employee preferences to maintain service levels and minimize costs. The Workforce Management Analyst is primarily responsible for achieving department Service Level goals (SVL). This position also helps balance SVL goals and labor costs, and will make recommendations that will improve efficiency and SVL for our customers. This is a remote / work-from-home position. What You Will Do: - Monitor queues and agent performance in real-time to make necessary adjustments, such as rerouting calls or managing breaks, to maintain service levels. - Analyzing key metrics and performance data to identify areas for improvement, improve staffing efficiency, and enhance customer experience. - Create schedules for new and existing employees. - Schedule meetings and training for representatives. - Identify improvements needed to schedule that will improve SVL. - Ensure all reports and data entry are completed in a timely and accurate manner. - Communicate effectively with all levels of the call center. - Proactive monitoring and analysis of call arr