Workforce Management Analyst

Boston, MA, United States

About Us

Aptia is a trusted provider of employee benefits and pension administration services, with offices in the U.S. and U.K. supported by shared services in India and Portugal. We manage programs covering over six million people and serving more than 1,100 clients, catering to both B2B purchasers of the administration platform and B2C employees.

With our extensive experience in the industry, we will deliver efficient and reliable solutions that ensure the smooth management of employee benefits programs. Our dedicated team of experts will combine in-depth knowledge with leading technology to simplify the administration process for clients.

Aptia is seeking to hire a Workforce Management Analyst.The WFM Forecasting & Capacity Planning Analyst will be responsible for producing and maintaining accurate long, medium, and short-range workload forecasts as well as WFM capacity plan models that will be utilized to determine staff allocations required to meet Aptia’s Customer Engagement contact center goals. This position requires a high level of attention to detail, accurate and timely completion of all core job functions and the ability to work cooperatively as part of the broader WFM team.

This position must establish and maintain strong partnerships and an effective working relationship with all levels of contact center colleagues, including leadership from multiple departments and sites.

Why work for Aptia

Our Vision

We raise the bar in all areas of benefits and pensions administration. No-one will do more to deliver smarter solutions through a combination of technical expertise, intuitive technology and genuine passion for people and our product.

Our People

Aptia is truly a people business, and our greatest differentiator is our client-centric and technically adept team. We will continue investing in our teams to further unleash potential and continue to ensure our business is structured around our clients and their needs.

Our Culture

We invest in our colleagues from day one. Colleagues are the heart of our business, and we will foster an inclusive environment, full of opportunities to learn, grow and ensure we continue to respond to our clients’ needs.

Our Values

We are specialists. We’ll focus solely on benefits and pensions administration, develop the best talent and deliver smarter solutions to the most complex of challenges.

We are responsive. We never stand still and constantly simplify the administration process, enabling better decision making and faster resolutions.

We are thoughtful. Our people genuinely care about clients and the end-users of our products. They do more to understand their needs, think their way around challenges and go the extra mile to exceed expectations in every area of the business.

Responsibilities

Develop and maintain accurate workload & capacity plan models for the Aptia Customer Engagement contact centers to ensure intraday, short- and long-term service level objectives are met.

Ensure data integrity and accuracy within all forecast/staffing models by developing and performing logical quality assurance functions

Identify root-causes to determine and quantify reasons for forecast variance and recommend changes to meet target KPIs

Conduct multi-layered “what-if” scenarios to assess volume, staffing, performance and cost impact to changes in the business

Coordinate with call center leadership to ensure long-term staffing needs are met, while also confirming short-term coverage is optimized; make recommendations for staff reallocation and/or hiring based on plan and gaps due to workload increases, staff attrition etc.

Evaluate workforce efficiency improvement opportunities and provide recommendations to the Operations leadership team.

Partner with finance and contact center leaders to develop annual budgets

Deliver against annual budget projections

Build and maintain trust and relationships with key stakeholders and business partners.

Support scheduling and real-time support functions as needed.

Skills and Qualifications

Bachelor’s degree preferred with 5+ years working in a call center environment preferred.

3+ years of WFM experience required and experience with WFM software (Verint/Blue Pumpkin, IEX, eWFM, etc.) preferred.

Proficient use of MS Excel and the ability to maintain databases, create spreadsheets and import/export data between applications required.

Strong analytical mindset and skills with the ability to effectively communicate verbally and/or written findings.

Strong written and verbal communication skills with the ability to effectively communicate with peers and multiple levels of contact center leadership.

Time Management: must be able to multi-task effectively, be detail oriented and demonstrate strong organizational skills.

Must possess the ability to work under pressure, meet deadlines and be accountable for performance.

Ability to work both independently and cooperatively as part of the broader WFM team.

Ability to build, develop, and foster trust and relationships within WFM, across Customer Engagement, and key stakeholders.

Employee Benefits

At Aptia, we value our employees and strive to create a positive and rewarding work environment. As a member of our team, you can expect the following benefits:

Competitive Compensation: We offer a competitive salary package that reflects your skills, experience, and contributions.

Comprehensive Benefits: We provide a comprehensive benefits package, including health insurance, dental and vision coverage, and a retirement savings plan.

Work-Life Balance: We believe in the importance of work-life balance and offer flexible work arrangements to help you maintain a healthy and fulfilling personal life.

Professional Development: We support your professional growth and development through training programs, workshops, and opportunities to attend industry conferences.

Collaborative Culture: We foster a collaborative and inclusive culture where teamwork and open communication are valued. You'll have the opportunity to work with talented professionals and contribute to meaningful projects.

Employee Recognition: We recognize and appreciate the contributions of our employees through various recognition programs and initiatives.

Career Growth Opportunities: We are committed to helping our employees grow and advance in their careers. We provide opportunities for advancement and encourage internal mobility.

Positive Workplace Environment: We strive to create a positive and supportive workplace environment where diversity, inclusion, and respect are celebrated.

How to apply

If you are interested in this role, then we’d love to hear from you! Please go ahead and click apply and to submit your resume with appropriate contact information. We thank all applicants for their interest, however, only those candidates selected for interviews will be contacted.

Aptia is committed to creating a diverse, inclusive and equitable work environment. At Aptia, fostering an equitable and inclusive environment for all our people to flourish is a priority. We are an equal opportunity employer and aim to attract and retain the best people without attention to age, background, disability, ethnic origin, family duties, political affiliation, race, religion, gender and sexual orientation. If there are any reasonable adjustments we can make to the recruitment process to ensure it is accessible to you, we encourage you to reach out to us.

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