Workforce Management Senior Analyst

Guardian Life Insurance • Bethlehem, PA

1d • Hybrid

About The Position

Is the opportunity to join a culture where “We Do the Right Thing,” and “We Courageously Shape Our Future Together” important to you? If so, Guardian is seeking a resolute motivated individual to join our team as a Workforce Management Senior Analyst. We are looking for curious, confident, and results-oriented individuals who want to be part of a solution-based team. In this role, you will partner across the organization to influence workforce strategy and develop practical solutions that continuously evolve and simplify how we operate. If you’re energized by meaningful work, collaborative problem-solving, and making a real difference, this role offers the opportunity to help Guardian show up at its best every day. This role is responsible for intraday and short-range workforce optimization to ensure service level stability, staffing efficiency, and operational readiness across Group Benefits Lines of Business. This role owns intraday performance management, leveraging data-driven decision making to proactively govern workforce performance and reduce operational risk.

Requirements

• 5+ years of experience in Workforce Management or Workforce Optimization with a strong focus on intraday performance, staffing, and operational analytics.
• Demonstrated expertise in data analytics, forecasting variance analysis, and root cause analysis, with the ability to translate complex data into clear, actionable insights.
• Direct experience with Workforce Management tools and analytics platforms (e.g., Verint, Intradiem, Tableau) and advanced proficiency in Excel (pivot tables, formulas, charts).
• Proven ability to lead through influence, drive improvements, and navigate complex, ambiguous situations with a strong bias toward action and meaningful outcomes.
• Experience partnering cross-functionally and collaborating effectively with contact center cross-functional teams in a matrixed environment.
• Strong communication and storytelling skills, including the ability to present insights, explain trade-offs, and influence decision-making at multiple levels.
• Highly organized, adaptable, and self-directed, with the ability to manage completing priorities in a fast-paced environment while maintaining quality, integrity, and balance.
• In order to be a successful applicant. you must be legally authorized to work in the United States, without the need for employer sponsorship.

Responsibilities

• Intraday Performance Management Own real-time workforce performance, proactively governing intraday KPIs and staffing decisions through timely, data-driven decision making to stabilize service levels, optimize coverage, and reduce operational risk during periods of volatility.
• Staffing & Shrinkage Optimization Own short-range staffing and shrinkage optimization by proactively governing planned and unplanned shrinkage drivers, aligning staffing strategies to forecast demand, and making timely, data-driven adjustments to ensure efficient coverage, schedule adherence, and sustained service level stability.
• Forecast Variance & Root Cause Analysis Own short-range forecast variance analysis by assessing volume, average handle-time, and staffing performance against forecast, identifying material drivers and trends, and driving staffing adjustments and risk mitigation strategy decisions through timely, data-driven root cause analysis.
• Operational Risk & Incident Management Lead workforce response to operational disruption by assessing workforce impact from system outages, routing issues, environmental events, and volume anomalies, and driving timely, data-driven mitigation actions and cross functional escalation to protect service levels and operational continuity.
• Strategic Decision Partnership Drive workforce decision-making by partnering with Group Benefits leaders and cross-functional teams to surface trade-offs across service performance, staffing efficiency, and operational risk, align workforce strategies to business priorities, and accelerate timely, data-driven decisions.
• Leadership, Mentorship & Development Elevate workforce capacity by coaching and mentoring peers and partners, modeling strong decision judgment, and reinforcing disciplined workforce management best practices that build consistency, confidence, trust, and long-term organizational effectiveness.

Benefits

• At Guardian, you’ll have the support and flexibility to achieve your professional and personal goals.
• Through skill-building, leadership development and philanthropic opportunities, we provide opportunities to build communities and grow your career, surrounded by diverse colleagues with high ethical standards.
• As part of Guardian’s Purpose – to inspire well-being – we are committed to offering contemporary, supportive, flexible, and inclusive benefits and resources to our colleagues.
• Explore our company benefits at www.guardianlife.com/careers/corporate/benefits.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed