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Slide · 1 day ago

Workforce Management Analyst

Tampa, FL

Full-time

Onsite

Entry, Mid Level

2+ years exp

Slide Insurance is a company driven by fun and innovation, seeking a Workforce Management Analyst to join their team. The role involves analyzing data for volume forecasts, managing staffing plans, and ensuring resource utilization aligns with service goals.

Artificial Intelligence (AI)Financial ServicesInsuranceInsurTechProperty Insurance

Growth Opportunities

Responsibilities

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

Qualification

Five9WFM experienceIVR systemsMicrosoft 365Interpersonal skillsCritical thinkingCommunication skills

Required

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

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

Desire to live Slide's Core Values

Preferred

Experience with Five9

Benefits

Comprehensive and affordable benefits package

Lifestyle Spending Account

Company

Slide

Glassdoor4.3

Slide is a technology-enabled insurance company that makes it easy for modern consumers to choose the right coverage for their unique needs and budgets.

Founded in 2021

Tampa, Florida, USA

201-500 employees