Nation Safe Drivers · 12 hours ago
Workforce Analyst
Boca Raton, FL
Full-time
Onsite
Mid Level
3+ years expNation Safe Drivers is a leading provider of vehicle protection solutions for drivers, dealers, agents, and financial institutions nationwide. They are seeking a Workforce Management Analyst to provide analytical and operational support, focusing on forecasting, scheduling, and real-time performance monitoring within Workforce Management platforms.
Insurance
Responsibilities
Support forecasting, scheduling, and capacity planning activities under the direction of the Workforce Manager
Maintain and update Workforce Management system inputs to ensure forecast and schedule accuracy
Monitor real-time intraday performance, including call volumes, queues, and agent adherence; escalate variances and risks to service levels
Execute intraday staffing adjustments as directed, including schedule changes, overtime coordination, and activity management
Analyze agent adherence, productivity, and utilization data; prepare insights and recommendations for review
Produce standard and ad-hoc reports on key metrics including service level, occupancy, shrinkage, forecast variance, and schedule adherence
Assist in the development of short- and long-term capacity plans by analyzing historical trends, seasonal patterns, and business inputs
Partner with operations, analytics, and technology teams to ensure data accuracy and consistent reporting across systems
Document processes, assumptions, and changes to support transparency and continuous improvement
Contribute to the adoption of WFM best practices and disciplined operational execution
Qualification
Required
Support forecasting, scheduling, and capacity planning activities under the direction of the Workforce Manager
Maintain and update Workforce Management system inputs to ensure forecast and schedule accuracy
Monitor real-time intraday performance, including call volumes, queues, and agent adherence; escalate variances and risks to service levels
Execute intraday staffing adjustments as directed, including schedule changes, overtime coordination, and activity management
Analyze agent adherence, productivity, and utilization data; prepare insights and recommendations for review
Produce standard and ad-hoc reports on key metrics including service level, occupancy, shrinkage, forecast variance, and schedule adherence
Assist in the development of short- and long-term capacity plans by analyzing historical trends, seasonal patterns, and business inputs
Partner with operations, analytics, and technology teams to ensure data accuracy and consistent reporting across systems
Document processes, assumptions, and changes to support transparency and continuous improvement
Contribute to the adoption of WFM best practices and disciplined operational execution
3-5 years of experience in Workforce Management, operations analytics, or contact center support roles
Demonstrated ability to analyze data, identify trends, and communicate findings clearly
Proficiency in Excel and workforce reporting tools
Preferred
Bachelor's degree in Business, Analytics, Operations, or a related field preferred
Hands-on experience with Workforce Management platforms such as Genesys, Verint, or comparable tools preferred
Benefits
401(k)
Dental insurance
Health insurance
Health savings account
Life insurance
Paid time off
Vision insurance
Company
Nation Safe Drivers
NSD has been in the business of helping agents and dealerships increase their income for over 50 years.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Richard Holland
CEO
Jeffrey Wiener
Chief Operating Officer
Recent News
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