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Workforce Management Analyst - II

Citizens Property Insurance
life insurance, paid time off, sick time, tuition reimbursement, relocation assistance
United States, Florida, Jacksonville
301 West Bay Street (Show on map)
January 19, 2024

Workforce Management Analyst II

Searching for a place to make your mark? Every great team depends on the individual contributions of its members - the skills, talents, and the passion that each team member brings. At Citizens, we're building a workforce of top achievers committed to our company's mission and vision. Our company values the knowledge that comes from experienced and dedicated individuals with a variety of backgrounds, in or out of insurance.

Citizens' Mission is to provide property insurance protection in Florida to those who are, in good faith, unable to obtain coverage through the private market while also providing the utmost in customer service. Our Values are public service, integrity, respect, responsiveness, and sound judgment. We strive to not only provide affordable insurance products and services but also to provide sound financial responsibility to the citizens of Florida.

Position Description: The Workforce Management Analyst II is responsible for collecting, reviewing, and analyzing intraday and historical call and production data to determine operational efficiency and trends in order to formulate plans to further the current and future operational goals for multiple business units. Additionally, this position assists in providing guidance and advice on the most efficient use of workforce resources to obtain positive and measurable results.

Essential Functions: Models ethical behavior and executes job responsibilities in accordance with Citizens core values, ethics, and information protection policies.

  • Gather information and business intelligence, analyze data trends, identify the root cause(s) and provide information to team members and department leadership.
  • Communicate intraday performance to senior leadership and operations teams throughout the day, being proactive in consideration of audience needs, making recommendations to management as needed based on intraday results.
  • Analyze actual results against plan and forecast and recommend interventions where appropriate.
  • Develop and maintain performance and analysis reports highlighting department results, trends and observations on opportunities for improvement to provide to management.
  • Assist in the development of long-range and short-range forecasts for the supported business units.
  • Compile historical volume, production, staffing, attrition and Key Performance Indicator data to be used for creating capacity plans/staffing models. Continually updating data to include actual performance, ensuring accuracy for strategic planning initiatives.


  • Strong knowledge of Excel and other windows-based programs used to warehouse, track and analyze data.
  • Knowledge of key business decisions regarding appropriate staffing levels, budget saving opportunities, and streamlining workflow processes.
  • In-depth knowledge of business processes and call operations.

Skills & Abilities:

  • Demonstrated analytical, communication and troubleshooting skills.
  • Highly organized, works well with frequent interruptions and aggressive deadlines with the ability to manage multiple priorities simultaneously with little or no direction.
  • Works well with minimal supervision and with latitude for self-directed action.
  • Excellent interpersonal skills with all levels of organizational customers and team members.
  • Demonstrated ongoing focus on accuracy, maintaining data integrity by identifying and resolving data quality issues to ensure accurate reporting from all data sources.
  • Excellent verbal and written communication skills with the ability to clearly articulate and provide solid detail to deliverables and to communicate appropriately at all levels of the organization.
  • Ability to create, analyze, and communicate recurring and ad hoc reports.
  • Team player able to work effectively at all levels of an organization with the ability to influence others to move toward consensus.
  • Ability to take the initiative for learning, increasing knowledge and improving skills in a self-directed manner to improve performance and position added value.

Relevant Experience:

  • 3 or more years' Workforce Management experience real-time management, scheduling, forecasting to include 2 years in designing, developing, and reporting including trending, productivity reporting, shrinkage, scorecards, and dashboards.


  • High School Diploma | GED
  • Associate/Technical Degree OR 2 years relevant experience, OR a combination of both college and experience equivalent to 2 years.
  • Bachelor's Degree OR 4 years relevant experience, OR a combination of college education and relevant experience equivalent to 4 years.

Physical Requirements:


  • Stationary position
  • Position self (to), move
  • Communicate, Detect, Converse with, Discern, Convey, Express oneself, Exchange information.
  • Detect, Determine, Perceive, Identify, Recognize, Judge, Observe, Inspect, Estimate, Assess
  • Position self (to), move
  • Move, Transport, Position, Put, Install, Remove


  • Operate, Activate, Use, Prepare, Inspect, Place, Detect, Position
  • Ascend/Descend, Work Atop, Traverse
  • Move, Transport, Position, Put, Install, Remove
  • Exposed, Work around
  • Move, Traverse
  • Travel

We offer unlimited career potential, excellent training and development opportunities, and a structured Career Development program to explore future roles of interest while growing and developing in your existing role.

Citizens offers a competitive compensation and benefits package that includes comprehensive medical/dental, Retirement Savings Plan, Vacation and Sick Time, EAP, Tuition Reimbursement, Community Service and much more!

  • Retirement savings plan with a generous company match
  • Medical, dental and vision coverage
  • Company Paid employee basic life insurance and short-term disability.
  • Generous paid time off: vacation, sick and holiday leave
  • Employee Assistance and Wellness Programs
  • Tuition reimbursement
  • Professional and leadership development opportunities
  • Flexible work schedule and Alternative Work Arrangements
  • Company Paid Parking
  • Employee recognition programs
  • Relocation assistance (where applicable)

This position is hybrid - Selected candidates must live within a commutable distance (approximately 50 miles) to Citizens Jacksonville office location.

Visa sponsorship is not available for this position.