FBS - 人力专员 II（客服中心）
FBS - Workforce Specialist II (Call Center)
我们客户是美国最大的保险公司之一，提供广泛的保险和金融服务产品，毛保费收入超过250亿美元（财产与意外险）。他们通过48,000多名专属和独立代理人以及近18,500名员工的努力，自豪地为超过1000万个美国家庭提供服务，在全美50个州拥有超过1900万份个人保单。最后，我们的客户是全球最大的保险集团之一。
职位描述
我们正在寻找一名高级人力专员，以支持我们客服中心运营中的人力资源规划、预测和排班工作。在此职位上，您将与业务领导者和运营团队紧密合作，优化人员配置，提高服务表现，并在多个业务线中支持战略性人力资源决策。
理想的候选人具备人力资源管理（WFM）、预测和呼叫中心运营方面的扎实背景。该职位需要一位高度分析型的人员，能够解读人力资源趋势，制定人员配置建议，并有效地向业务相关方传达洞察。在这个职位上取得成功需要在动态环境中平衡运营效率、客户服务目标和人力资源容量规划。
职责内容
- 根据业务需求、季节性趋势、人员配置水平和运营目标，制定并维护长期人力资源预测
- 执行预测和排班流程，确保多个业务单元的最优人员配置和服务水平表现
- 进行人力资源分析，评估运营变化、新举措、工具或流程更新对人员配置需求的影响
- 向业务领导者提供关于人力资源规划、人员配置策略和排班优化的建议和洞察
- 与财务部门合作，支持预算编制、财务预测、资本规划和商业案例开发
- 与运营负责人、供应商团队、战略执行、财务、合规及其他关键利益相关方建立并维护良好的关系
- 分析通话量趋势、工作量驱动因素、人员流失因素和人力资源绩效指标，以支持决策
- 支持复杂的排班工作，包括班次申请、休假计划和产能管理项目
- 参与月度和季度业务评审，评估预测准确性并进行改进工作
查看英文原文
Our Client is one of the United States’ largest insurers, providing a wide range of insurance and financial services products with gross written premiums well over US$25 Billion (P&C). They proudly serve more than 10 million U.S. households with more than 19 million individual policies across all 50 states through the efforts of over 48,000 exclusive and independent agents and nearly 18,500 employees. Finally, our Client is part of one the largest Insurance Groups in the world.
About the Role
We are seeking a Workforce Specialist II to support workforce planning, forecasting, and scheduling activities within our contact center operations. In this role, you will partner closely with business leaders and operational teams to optimize staffing levels, improve service performance, and support strategic workforce decisions across multiple lines of business.
The ideal candidate has a strong background in Workforce Management (WFM), forecasting, and call center operations. This role requires a highly analytical individual who can interpret workforce trends, develop staffing recommendations, and communicate insights effectively to business stakeholders. Success in this role comes from balancing operational efficiency, customer service objectives, and workforce capacity planning in a dynamic environment.
What You’ll Do
- Develop and maintain long-term workforce forecasts based on business demand, seasonal trends, staffing levels, and operational goals
- Execute forecasting and scheduling processes to ensure optimal staffing and service level performance across multiple business units
- Conduct workforce analysis to evaluate the impact of operational changes, new initiatives, tools, or process updates on staffing requirements
- Provide recommendations and insights to business leaders regarding workforce planning, staffing strategies, and schedule optimization
- Partner with Finance to support budgeting, financial forecasting, capital planning, and business case development
- Build and maintain strong relationships with operational leaders, vendor teams, Strategic Execution, Finance, Compliance, and other key stakeholders
- Analyze call volume trends, workload drivers, shrinkage factors, and workforce performance metrics to support decision-making
- Support complex scheduling activities, including shift bids, PTO planning, and capacity management initiatives
- Participate in monthly and quarterly business reviews to assess forecast accuracy and workforce performance
- Communicate workforce insights, risks, and recommendations to senior leadership and business partners
- Utilize statistical forecasting methods and workforce management tools to improve planning accuracy
- Identify opportunities for process improvements, automation, and operational efficiencies within workforce management practices
- Serve as a subject matter expert on workforce planning and forecasting initiatives within project teams and working groups
Requirements
- Experience in Workforce Management (WFM) required
- Contact center experience preferred
- Workforce forecasting and capacity planning experience preferred
- Strong experience with workforce forecasting, scheduling, capacity planning, and service level management
- Proficiency with NICE Workforce Management (WFM) systems
- Experience working with Cisco Telephony platforms
- Strong analytical and problem-solving skills with the ability to interpret large volumes of operational data
- Intermediate SQL skills and experience extracting and analyzing workforce data
- Advanced Microsoft Office skills, particularly Excel for reporting and workforce analysis
Benefits
- Competitive salary and performance-based bonuses
- Comprehensive benefits package
- Career development and training opportunities
- Flexible work arrangements
- Dynamic and inclusive work culture within a globally renowned group
- Private Health and Dental Insurance
- Pension Plan
- Meals tickets
- Life Insurance
Please note: CVs must be submitted in English. Applications in other languages will not be considered.
Originally posted on Himalayas