Claims Workforce Management Analyst

Overview: 

If you're looking for the stability of a profitable, growing company with the entrepreneurial spirit of a startup, we’re hiring. SageSure, a leader in catastrophe-exposed property insurance, is seeking a Claims Workforce Management Analyst. 

What you’d be doing:

• Develop, validate, and maintain long-term and short-term staffing models for multiple claims units to support proactive staffing and hiring decisions.
• Prepare executive-ready dashboards, presentations, and reports to summarize demand and capacity insights.
• Understand complex business processes and technologies, question current workflows, and make recommendations to enhance efficiency.
• Facilitate monthly and weekly business reviews for owned models.
• Support initiatives to improve forecasting accuracy and automate capacity planning processes using analytics and data tools (Excel, SQL, Python, or Domo).
• Collaborate with HR and Talent Acquisition on headcount planning and workforce strategy.
• Act as a liaison between Workforce Management and Operations for budget alignment and reporting consistency.
• Prioritize tasks, meet critical deadlines, and manage expectations effectively.
• Perform additional tasks as needed. 

We’re looking for someone who has: 

• 3+ years of experience as a workforce business analyst, data analyst, or in a similar role.
• Strong understanding of forecasting claims in call centers and non-traditional operations (highly preferred).
• A data-driven, detail-oriented mindset with a commitment to using facts to achieve optimal outcomes.
• Strong knowledge of Microsoft Excel.
• A degree in Mathematics, Statistics, or Business.
• Experience providing ongoing performance management by tracking key performance indicators.
• Solid understanding of contact center operations and best practices.
• Exposure to workforce management, capacity planning, and forecasting in a contact center environment.
• Experience with workforce management (WFM) software (a plus).
• Excellent analytical and problem-solving skills with a data-driven approach.
• An inquisitive nature with the ability to identify issues in data and analysis and resolve them quickly using subject matter expertise.
• Flexibility to work at any time, including nights, weekends, and holidays (base schedule is Monday–Friday).
• Availability for occasional travel. 

Highly preferred candidates also have: 

• BI tool experience with Domo (preferred) or similar (Power BI/Tableau) 

About the Claims team at SageSure:  

On SageSure’s Claims team, you’ll be doing more than investigating and resolving losses. From the ground up, you’ll be pioneering a best-in-class claims handling approach that leverages transformative technology to support our customers, agents and employees. As a part of this customer-focused, process-oriented team you will be the face of SageSure, helping our policyholders through some of their most trying times. Whether you hold a formal leadership role or are a key team player, you’ll coach, mentor and engage with those around you in ways that bring out the best in people and effect change.   

You can easily distill complex processes in ways those outside the industry can understand and know the importance of aligning communication tools to customer preferences.  You thrive on setting and exceeding expectations, and know building relationships, not completing transactions, is the heart of the insurance business.