Bestow · 1 month ago
Workforce Management Analyst
United States
Full-time
Remote
Mid Level
$90K/yr - $100K/yr
3+ years expBestow is a leading vertical technology platform focused on modernizing life insurance. The Workforce Management Analyst will play a critical role in optimizing staffing levels, forecasting call volumes, and ensuring exceptional service delivery across customer support channels.
Developer APIsFinTechInsuranceInsurTechLife Insurance
Responsibilities
Monitor real-time adherence to schedules and service level performance across all queues
Make immediate adjustments to staffing deployment based on unexpected volume fluctuations or absenteeism
Coordinate with operations managers to implement intraday changes while maintaining service level agreements
Develop and maintain optimal scheduling patterns that balance employee preferences with business needs
Develop and maintain accurate forecasts for inbound call volumes, application processing, and technical assistance requests across multiple insurance carriers
Analyze historical data patterns including disposition volumes, policy inforce trends, and seasonal variations to predict future staffing needs
Create both short-term and long-term capacity models that account for business growth, new product launches, and carrier-specific requirements
Generate daily, weekly, and monthly reports on key performance indicators including service levels, average handle time, occupancy rates, and forecast accuracy
Analyze variance between forecasted and actual volumes to continuously improve prediction models
Present findings and recommendations to leadership regarding staffing differentials and capacity optimization opportunities
Track and report on contractor versus core staff utilization and performance metrics
Partner with insurance carrier clients to understand their specific requirements and ensure forecast alignment with their business projections
Work closely with operations leadership to implement staffing strategies that support both current needs and scaling initiatives
Collaborate with staffing agencies, HR, and recruiting teams to ensure hiring pipelines align with projected growth
Participate in contract negotiations by providing data-driven insights on capacity reservation models and commitment bands
Identify opportunities to implement sub-linear support scaling through efficiency improvements and technology adoption
Develop strategies for front-loaded support models that reduce long-term staffing requirements
Evaluate and recommend workforce management tools and technologies to enhance forecasting accuracy and scheduling efficiency
Create and maintain documentation for all workforce management processes and procedures
Qualification
Required
Bachelor's degree in Business, Statistics, Mathematics, or related field
3+ years of workforce management experience in insurance, financial services, or high-volume contact center environment
Advanced proficiency in Excel (Google Sheets) including complex formulas, pivot tables, and data modeling
Experience with workforce management software platforms
Strong understanding of contact center metrics and their interdependencies
Proven ability to forecast accurately in environments with significant volume variability
Preferred
Experience working with Third Party Administrator (TPA) services model
Knowledge of Life insurance products and terminology
Experience managing workforce planning for multi-client or multi-carrier environments
Track record of successfully scaling workforce operations during rapid growth periods
SQL or other database query language skills
Benefits
Competitive salary and equity based on role
Policies and managers that support work/life balance, like our flexible paid time off and parental leave programs
100% paid-premium option for medical, dental, and vision insurance
Lifestyle stipend to support your physical, emotional, and financial wellbeing
Flexible work-from-home policy and open to remote
Remote and WFH options, as well as a beautiful, state-of-the-art office in Dallas’ Deep Ellum, for those who prefer an office setting
Employee-led diversity, equity, and inclusion initiatives
Company
Bestow
Bestow is a life insurance SaaS company that utilizes advanced technology and data solutions for the insurance sector.
51-200 employees
Funding
Current Stage
Late StageTotal Funding
$302.5MKey Investors
TriplePoint CapitalHedosophiaValar Ventures
2025-05-13Series D· $70M
2025-05-13Secondary Market· $45M
2025-05-13Debt Financing· $50M
Leadership Team
Melbourne O'Banion
Co-Founder and CEO
Jonathan Abelmann
President & Co-Founder
Recent News
2025-12-04
FinTech Global
2025-12-04
Company data provided by crunchbase