Workforce Management Senior Analyst

Note: This role does not offer any type of sponsorship now or in the future. Please do not apply if you require sponsorship at any time.

Is the opportunity to join a culture where We Do the Right Thing and We Courageously Shape Our Future Together important to you If so Guardian is seeking a resolute motivated individual to join our team as a Workforce Management Senior Analyst.

We are looking for curious confident and results-oriented individuals who want to be part of a solution-based this role you will partner across the organization to influence workforce strategy and develop practical solutions that continuously evolve and simplify how we operate.

If youre energized by meaningful work collaborative problem-solving and making a real difference this role offers the opportunity to help Guardian show up at its best every day.

This role is responsible for intraday and short-range workforce optimization to ensure service level stability staffing efficiency and operational readiness across Group Benefits Lines of Business. This role owns intraday performance management leveraging data-driven decision making to proactively govern workforce performance and reduce operational risk.

You will:

Intraday Performance Management

• Own real-time workforce performance proactively governing intraday KPIs and staffing decisions through timely data-driven decision making to stabilize service levels optimize coverage and reduce operational risk during periods of volatility.

Staffing & Shrinkage Optimization

• Own short-range staffing and shrinkage optimization by proactively governing planned and unplanned shrinkage drivers aligning staffing strategies to forecast demand and making timely data-driven adjustments to ensure efficient coverage schedule adherence and sustained service level stability.

Forecast Variance & Root Cause Analysis

• Own short-range forecast variance analysis by assessing volume average handle-time and staffing performance against forecast identifying material drivers and trends and driving staffing adjustments and risk mitigation strategy decisions through timely data-driven root cause analysis.

Operational Risk & Incident Management

• Lead workforce response to operational disruption by assessing workforce impact from system outages routing issues environmental events and volume anomalies and driving timely data-driven mitigation actions and cross functional escalation to protect service levels and operational continuity.

Strategic Decision Partnership

• Drive workforce decision-making by partnering with Group Benefits leaders and cross-functional teams to surface trade-offs across service performance staffing efficiency and operational risk align workforce strategies to business priorities and accelerate timely data-driven decisions.

Leadership Mentorship & Development

• Elevate workforce capacity by coaching and mentoring peers and partners modeling strong decision judgment and reinforcing disciplined workforce management best practices that build consistency confidence trust and long-term organizational effectiveness.

You have:

We are looking for people who bring curiosity clarity and care to how work gets done.

• 5 years of experience in Workforce Management or Workforce Optimization with a strong focus on intraday performance staffing and operational analytics.

• Demonstrated expertise in data analytics forecasting variance analysis and root cause analysis with the ability to translate complex data into clear actionable insights.

• Direct experience with Workforce Management tools and analytics platforms (e.g. Verint Intradiem Tableau) and advanced proficiency in Excel (pivot tables formulas charts).

• Proven ability to lead through influence drive improvements and navigate complex ambiguous situations with a strong bias toward action and meaningful outcomes.

• Experience partnering cross-functionally and collaborating effectively with contact center cross-functional teams in a matrixed environment.

• Strong communication and storytelling skills including the ability to present insights explain trade-offs and influence decision-making at multiple levels.

• Highly organized adaptable and self-directed with the ability to manage completing priorities in a fast-paced environment while maintaining quality integrity and balance.

Location:

Hybrid role - 3 days in the Hudson Yards NYC; Holmdel NJ; Boston MA; Pittsfield MA or Bethlehem PA Guardian office. 2 days WFH.

Salary Range:

The salary range reflected above is a good faith estimate of base pay for the primary location of the position. The salary for this position ultimately will be determined based on the education experience knowledge and abilities of the successful addition to salary this role may also be eligible for annual sales or other incentive compensation.

Our Promise

At Guardian youll have the support and flexibility to achieve your professional and personal goals. Through skill-building leadership development and philanthropic opportunities we provide opportunities to build communities and grow your career surrounded by diverse colleagues with high ethical standards.

Inspire Well-Being

As part of Guardians Purpose to inspire well-being we are committed to offering contemporary supportive flexible and inclusive benefits and resources to our colleagues. Explore our company benefits at apply to full-time eligible employees. Interns are not eligible for most Company benefits.

Equal Employment Opportunity

Guardian is an equal opportunity employer. All qualified applicants will be considered for employment without regard to age race color creed religion sex affectional or sexual orientation national origin ancestry marital status disability military or veteran status or any other classification protected by applicable law.

Accommodations

Guardian is committed to providing access equal opportunity and reasonable accommodation for individuals with disabilities in employment its services programs and also provides reasonable accommodations to qualified job applicants (and employees) to accommodate the individuals known limitations related to pregnancy childbirth or related medical conditions unless doing so would create an undue hardship. If reasonable accommodation is needed to participate in the job application or interview process to perform essential job functions and/or to receive other benefits and privileges of employment please contact Please note: this resource is for accommodation requests only. For all other inquires related to your application and careers at Guardian refer to the Guardian Careers site.

Visa Sponsorship

Guardian is not currently or in the foreseeable future sponsoring employment order to be a successful applicant. you must be legally authorized to work in the United States without the need for employer sponsorship.

Current Guardian Colleagues: Please apply through the internal Jobs Hub in Workday.