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Job Details

Workforce Analyst - Service Center

Company name
Willis Towers Watson.

Minneapolis, MN, United States

Employment Type

Hr, Call Center

Posted on
Jan 08,2019

Valid Through
Apr 23,2019

Apply for this job


Workforce Analyst - Service Center','180005H7','!*!Willis Towers Watson is a leading global professional services company that helps organizations improve performance through effective people, financial and risk management. With 39,000 associates around the world, we offer solutions in the areas of employee benefit programs, talent and reward programs, and risk and capital management.


The Business

 Our Technology and Administration Solutions business provides benefits administration and outsourcing solutions to many of the world’s leading organizations. Our comprehensive, state of the art defined benefit and health welfare outsourcing services and HR service technologies help clients save money and improve service delivery while freeing Human Resources to make strategic contributions to the business. We have been in the business of benefit administration and HR technology for more than 25 years, and support hundreds of clients and nearly six million participants.


The Role 


The Workforce Analyst will be part of the workforce management group, supporting the multi-site, multi-client service center operations with a blend of technical and business expertise. Responsible for developing and maintaining weekly, long-term workload and staffing forecasts for multiple skills and channels.  Presents forecasts and recommends staffing plans to management to ensure optimal service levels are met.  Works closely with internal and external teams to analyze performance and identify and implement actions plans as needed.


Key Responsibilities


Perform statistical analysis of service center data, including forecasting and historical trend analysis

Perform timely system updates in response to transactional requests

Monitor daily agent activity and call volume trends for multiple queues and sites

Facilitate weekly WFM meetings with relevant parties, including internal peers and external business partners.

Assist in the administration and maintenance of Workforce Management (NICE WFM) software. 

Identify recurring problems with system processes, policies or procedures; contribute ideas to resolve problems to better service the customer and/or improve productivity.

Proactively work with team and operations partners to recommend efficiencies and affect change.

Generate ad hoc reports and perform analysis as required to support business needs.

Some travel may be required

Miscellaneous duties assigned as needed','!*!Qualifications

Bachelor’s Degree preferred

2 to 3 years’ experience in a Service Contact Center environment

Experience using Workforce Management  software in a service center environment

Ability to prove intermediate skill level or greater using Microsoft Excel (can comfortably use date/time, text, and statistical functions and formulas.  Comfortable creating charts and graphs.  Can use formatting to design a professional look & feel)

Working knowledge of Word, PowerPoint, and Outlook.

Extensive Experience working with Aspect, Verint, IEX TotalView/NICE WFM applications or similar Workforce Management tool preferred.

Strong technical and analytical skills, coupled with experience using Service Center management systems required. 

Strong verbal and written communication skills required; Ability to communicate effectively to ensure exceptional quality and a timely customer experience.

Ability to build and maintain relationships

Ability to manage multiple tasks/projects and work across geographies

Ability to prioritize and complete multiple assignments and coordinate workflow, producing high quality work in a deadline-driven environment with minimal direction

Ability to be a self-starter with excellent follow-up skills


The Company Willis Towers Watson is a leading global advisory, broking and solutions company that helps clients around the world turn risk into a path for growth. With roots dating to 1828, Willis Towers Watson has 40,000 employees serving more than 140 countries. We design and deliver solutions that manage risk, optimize benefits, cultivate talent, and expand the power of capital to protect and strengthen institutions and individuals. Our unique perspective allows us to see the critical intersections between talent, assets and ideas – the dynamic formula that drives business performance. Together, we unlock potential. Learn more at

Willis Towers Watson is an equal opportunity employer

Willis Towers Watson is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, color, religion, sex, sexual orientation, gender identity, national origin, age, status as a protected veteran, or disability.

Equal Employment Opportunity: Know your rights.

Unsolicited Contact: Any unsolicited resumes/candidate profiles submitted through our web site or to personal e-mail accounts of employees of Willis Towers Watson are considered property of Willis Towers Watson and are not subject to payment of agency fees. In order to be an authorized Recruitment Agency/Search Firm for Willis Towers Watson, any such agency must have an existing formal written agreement signed by an authorized Willis Towers Watson recruiter and an active working relationship with the organization. Resumes must be submitted according to our candidate submission process, which includes being actively engaged on the particular search. Likewise, for our authorized Recruitment Agencies/Search Firms, if the candidate submission process is not followed, no agency fees will be paid by Willis Towers Watson. Willis Towers Watson is an equal opportunity employer. ','Operations','United States-Minnesota-Minneapolis','United States-New Jersey-Mount Laurel, United States-Pennsylvania-Pittsburgh, United States-Arizona-Tempe, United States-Texas-Richardson','Full-time','Workforce Analyst - Service Center

Company info

Willis Towers Watson.
Website :

Company Profile
Towers Watson was forged from the decades of experience, innovation and clients-first philosophy that were hallmarks of both Towers Perrin and Watson Wyatt. Although our vision is firmly fixed on the future, our roots go back nearly 150 years.

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