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!

What you will be doing:

• Analyze historical trends and real-time data to develop accurate volume forecasts and staffing plans. 

• Build and maintain team schedules aligned with service levels across the department. 

• Monitor intraday performance and traffic to ensure adequate coverage and resource utilization. 

• Adjust staffing in real time to meet service goals and resolve coverage or adherence gaps.   

• Communicate with leaders and frontline staff to manage traffic fluctuations. 

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

• Identify efficiency opportunities using Five9 and related analytics tools. 

• Support the implementation and monitoring of interaction analytics and AI tools (e.g., Ava) to identify process gaps and drive efficiency. 

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

• Assist with IVR programming and optimization efforts to enhance call flow and routing. 

• Perform other duties as assigned. 

What you have:

Education, Experience, and Licensing:

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

• Minimum 2 years of WFM experience in a high-volume call center. 

• Experience with cloud-based call center platforms; Five9 preferred. 

• Familiarity with IVR systems and real-time traffic management.

Qualifications/Skills and Competencies:. 

• Ability to work independently and collaborate across multiple teams. 

• Strong interpersonal skills with the ability to influence and communicate across levels. 

• Proficient in Microsoft 365 applications such as Teams, SharePoint, Word, Excel, PowerPoint, and Outlook (e.g., Power BI). 

• Demonstrated ability to think critically and objectively. 

• Excellent verbal and written communication skills. 

• Demonstrated ability to think critically and objectively. 

• Desire to live Slide's Core Values. 

What Slide offers to you:

The Slide Vibe - An opportunity to be a part of a fun and innovation-driven culture fueled by Passion, Purpose and Technology!  Slide offers many opportunities to collaborate and innovate across the company and departments, as well as get to know other Sliders. From coffee chats, to clubs, to social events - we plan it, so all Sliders feel included and Enjoy their Journey.

Benefits - Created using Slider feedback, Slide offers a comprehensive and affordable benefits package to cover all aspects of health...Physical, Emotional, Financial, Social and Professional.  A Lifestyle Spending Account is set up for each Slider and Slide contributes to it monthly for use on any benefit that individually suits you - Health Your Way!

2023, 2024 & 2025 BEST PLACE TO WORK - Tampa Bay Business Journal

2024 & 2025 TOP WORKPLACE - Tampa Bay Times (Local) &

2024 TOP WORKPLACE - USA Today (National)