Nationwide Contact Center Capacity Analyst in Des Moines, Iowa

ADDENDUM: Successful candidates should come with Workforce experience. There are 2 positions, 1 supporting Personal Lines Processing and the other supporting Commercial Lines Processing. These roles can be filled in either Grandview, Des Moines, or San Antonio.

JOB SUMMARY: Analyzes contact center trends including call/processing volumes, call/processing patterns, staff productivity, attrition rates, and resource allocation. Uses analysis results to forecast and schedule contact center capacity management and staffing needs. Provides statistical tracking of contact center measurements.

REPORTING RELATIONSHIPS: Reports to Manager/Director. No direct reports.


  • Forecasts call/processing task arrival and builds staffing and scheduling plans to meet business goals and objectives.

  • Manages workflow automation software and ensures system is at full potential.

  • Using data from management and scheduling software, prepares forecasts of contact center staffing on a daily, weekly, monthly and priority basis.

  • Works with contact center management, team leaders, functional managers and others to schedule training, reschedule staff, or reroute calls/processing tasks to match customer call volumes.

  • Reviews the daily exceptions entered by each office, providing recommendations for changes as necessary, training, re-routing calls/processing tasks, etc.

  • Attends training given by software vendor, thoroughly learning how to use all modules. Trains others on contact/processing management software.

  • Meets with management to discuss most efficient ways to use staff resources.

  • Alerts management to problems handling customer volumes; presents possible solutions.

  • Monitors and tracks results, continues to improve in accurate forecasting and staffing. Works with other department as needed to predict call/processing volumes.

  • Makes recommendations for cross training and overtime needs.

  • Works with training team and business unit to ensure skills line up with workload needs in each operation.

  • Performs other duties as assigned


Education: Undergraduate studies preferred.

Experience: Three years experience in workforce forecasting, analyzing, and/or capacity management contact center environment.

Knowledge: Contact/service center operations such as claims, underwriting, and/or administration. Scheduling process and related software. Capacity management, forecasting and analysis

Skills/Competencies: Verbal and written communication skills for contact with vendors, management and contact/service center personnel. Ability to operate personal computer with scheduling/forecasting software. Ability to analyze contact center volume and workforce staffing, and recommend solutions to workflow problems

Values: Regularly and consistently demonstrates the Nationwide Values and Guiding Behaviors.

Staffing Exceptions to the above Minimum Job Requirements must be approved by the: Director and HR.


Overtime Eligibility: Exempt (Not Eligible)

Working Conditions: Normal office environment. Extended periods of sitting/working at personal computer and/or contact center management system. May be required to work non-standard/extended hours to support 7/24 contact center environment.

ADA: The above statements cover what are generally believed to be principal and essential functions of this job. Specific circumstances may allow or require some people assigned to the job to perform a somewhat different combination of duties.

Job Evaluation Activity: 12/2012 KLG

Job Function/Family: CUS/CCS

Job ID: 52599