The Hartford is an insurance company dedicated to making a difference, seeking an Analyst Workforce Planning to optimize staffing needs and improve service levels. The role involves planning staffing intervals, monitoring performance metrics, and collaborating with various business partners to enhance workforce management processes.
Responsibilities
- Leveraging the workload needs of the organization against the development time demands in order to plan a successful interval level for daily, weekly, monthly, and annual staffing needs designed to satisfy business objectives
- Monitor anticipated service levels, staffing levels, and incoming workload needs, making skill adjustments to influence and positively impact performance results
- Use solid understanding of key business indicators such as response time, efficiency, occupancy, and optimization metrics to make the best decision in the moment
- Communicate and call out changes to incoming contact patterns to operations and the broader organization
- Oversee and manage real time response to events such as technical outages, application failures and unexpected results, escalating to appropriate internal teams as needed
- Interact extensively with business sponsors, trainers, managers, technology partners, underwriters, licensing, compliance, process owners, and other business partners to support and drive the successful planning of development time across the organization
- Maximize the effective and efficient use of development time at the monthly level with focus on a rolling 12-month scope
- Execute Paid time off practices including vacation bidding
- Communicate effectively with peers and those we support in the business to ensure high quality and timely completion of work requests
- Propose and implement ongoing innovations and improvements to Workforce Management processes
- Improve data output to the customers ensuring the content is meaningful and intended to assist in the achievement of goals
- Manage aggressive deadlines and multi-task effectively. Show appropriate sense of urgency to meet milestones established by the business
- Support design discussions and provide data driven recommendations to assist in the realization of financial benefits of strategic initiatives
- Create schedules for the upcoming weeks that have fully optimized all available resources while identifying and solving queue level vulnerabilities
- Analyze the efficiency and optimization of schedules through a methodical approach of determining interval level vulnerabilities which will allow for multiple iterations to schedules in an effort to rectify interval level vulnerabilities in advance of execution, thus providing our WFM team with the best possible plan for execution against desired results
- Continuously monitor and strictly account for turnover within the organization. Escalate as needed any queue level vulnerabilities to Ops and Forecasters
- Evaluate interval level guidelines on a monthly basis to ensure that special days and recent trends are accounted for while taking paper production needs into account
- Coordinate the monthly checkbook process while providing directions as to affordable allocations and desired placement of development time activities to achieve desired results
- Work closely with business partners to collect, catalogue, plan, and execute initiatives while leveraging business and workload needs to arrive at an actionable and successful plan
- Create data driven analysis around anticipated vulnerabilities and historical performance weekly and partner with Operations customers for an effective hand-off for execution
- Improve overall consistency of any & all communications and recommendations for context setting coinciding with long term planning messages provided to Operations
- Provide Operations with status updates and weekly Demand & Capacity planning meeting data points
- Offer options and solutions in communications while remaining high level and concise
- Foster open lines of communication amongst internal and external business partners in an effort to keep everyone informed of upcoming changes, initiatives, and trends
- Constantly design and implement process improvements with the Customer’s needs in mind in order to develop a product that is user friendly, accurate, and meaningful
- Secure ample input from customers requesting data and establish reasonable deadlines
- Influence the creation of a high-performance culture by helping co-workers realize how individual goals align with team and organizational goals; convey feedback to leaders that will help them differentiate performance on their teams
- Focus yourself and co-workers on being accountable for results
- Develop and maintain clear line of sight to segment, function and department strategies when working on project teams or initiatives
- Seek operational excellence in all decisions or process improvements in which you take part; adopt best practices and lessons learned from within and outside our organization
- Be creative and thoughtful about how to engage co-workers that are on flexible work arrangements or located at different sites
- Help maximize productivity of our organization by applying leadership techniques and contemporary work practices targeted to all generations
- Demonstrates critical thinking and ability to influence others
- Intermediate to advance proficiency with Microsoft Office tools (Excel, Word, PowerPoint, SharePoint)
- Identifies, analyzes, and solves problems or situations using logical processes
- Ability to influence decisions with a degree of critical thinking and with a grasp of the strategic intent of the project
- Makes critical decisions, even in the absence of direct involvement in the day-to-day operations
- Demonstrates effective negotiation and conflict management skills
- Champions and effectively manages change. Continually reviews the way things get done to improve efficiency and productivity
- Effectively articulates business issues, strategies and plans, both orally and in writing
- Interacts effectively at various levels with different audiences
- Uses active listening skills to clarify problems/issues
- Encourages and accepts others’ points of view
- Anticipates customer issues as it relates to project/assignments and proactively determines procedures/solutions
- Identifies barriers to providing effective support to customers and takes corrective action to address/resolve/remove barriers
Skills
- Leverage workload needs of the organization against development time demands to plan staffing needs
- Monitor anticipated service levels, staffing levels, and incoming workload needs
- Use understanding of key business indicators such as response time, efficiency, occupancy, and optimization metrics
- Communicate changes to incoming contact patterns to operations and the broader organization
- Oversee and manage real-time response to events such as technical outages and application failures
- Interact extensively with business sponsors, trainers, managers, technology partners, underwriters, licensing, compliance, process owners, and other business partners
- Maximize the effective and efficient use of development time at the monthly level
- Execute Paid time off practices including vacation bidding
- Communicate effectively with peers and those supported in the business
- Propose and implement ongoing innovations and improvements to Workforce Management processes
- Improve data output to customers ensuring content assists in achieving goals
- Manage aggressive deadlines and multi-task effectively
- Support design discussions and provide data-driven recommendations
- Create schedules for upcoming weeks optimizing all available resources
- Analyze efficiency and optimization of schedules
- Continuously monitor and account for turnover within the organization
- Evaluate interval level guidelines on a monthly basis
- Coordinate the monthly checkbook process
- Create data-driven analysis around anticipated vulnerabilities and historical performance
- Improve overall consistency of communications and recommendations
- Offer options and solutions in communications
- Foster open lines of communication amongst internal and external business partners
- Design and implement process improvements with customer needs in mind
- Secure input from customers requesting data and establish reasonable deadlines
- Influence the creation of a high-performance culture
- Focus on accountability for results
- Develop and maintain clear line of sight to segment, function and department strategies
- Seek operational excellence in decisions or process improvements
- Engage co-workers on flexible work arrangements or located at different sites
- Maximize productivity by applying leadership techniques and contemporary work practices
- Demonstrate critical thinking and ability to influence others
- Intermediate to advance proficiency with Microsoft Office tools (Excel, Word, PowerPoint, SharePoint)
- Identify, analyze, and solve problems using logical processes
- Influence decisions with critical thinking and strategic intent
- Make critical decisions in the absence of direct involvement in day-to-day operations
- Demonstrate effective negotiation and conflict management skills
- Champion and manage change effectively
- Articulate business issues, strategies, and plans effectively
- Interact effectively at various levels with different audiences
- Use active listening skills to clarify problems/issues
- Encourage and accept others' points of view
- Anticipate customer issues and proactively determine procedures/solutions
- Identify barriers to providing effective support to customers and take corrective action
Benefits
- Short-term or annual bonuses
- Long-term incentives
- On-the-spot recognition
Company Overview
The Hartford is an industry leading provider of property and casualty insurance, group benefits and mutual funds. It was founded in 1810, and is headquartered in Hartford, Connecticut, USA, with a workforce of 10001+ employees. Its website is http://www.thehartford.com.