Sr Business Analyst, Workforce Management Staff/Capacity Planning

Company Name:
Liberty Mutual
Title: Sr Business Analyst, Workforce Management Staff/Capacity Planning Location: NH-Exeter Other Locations: US-MA-Boston, US-PA-New Castle Advance your career at Liberty Mutual Insurance- A Fortune 100 Company!
Claims Workforce Management is looking for a Senior Business Analyst to perform complex research and analysis to support the maintenance of strategic capacity planning. This includes facilitation of results discussions with the Claims Contact Center Management Team and will work to develop & maintain applicable staffing models, budget and other key operational metrics. This work will initially support the Claims Contact Center, but will expand to work with other Claims teams over time. This role will also work closely with other business units including Claims Product, Claims Finance, HR and Actuary.
Compiles information and analyzes qualitatively and/or quantitatively, developing software applications/models and conducting follow up and data verification as needed. Analyze feasibility, cost ramifications, economies, or other aspects of large or complex programs. Participates in and may lead the implementation of special projects.
Conducts or directs complex research within Liberty Mutual and/or externally to obtain information such as financial data, product or market profiles or business process flows. May work with other departments, conduct interviews, or conduct primary or secondary research to gather data if information is not readily available.
Based on analysis, develops reports, proposals for action or implementation plans as necessary and presents to management. Presentations may be formal or informal depending on the nature of projects. Communicates with other departments as necessary.
Works with other departments to coordinate interdepartmental activities in order to ensure that Liberty meets customer expectations. Resolves problems as needed to ensure that customers receive prompt, efficient service in accordance with company policies.
Acts as liaison with outside organizations, agencies or regulatory bodies in order to serve corporate interests, promote Liberty Mutual or coordinate resources. May negotiate with outside organizations or vendors. Maintains knowledge of regulations affecting function and works with outside organizations on compliance issues.
May oversee the work of Business Analysts or other employees as requested by supervisor or coordinate department projects. Reports to supervisor on project status and seeks guidance as needed.
Performs or coordinates special projects as requested..
Advanced analytical/problem solving and research skills
Effective communication skills for writing reports/proposals and making presentations
Aility to work independently and lead others during projects
In-depth knowledge of the business practices and processes
Proficiency with spreadsheets and data base software
Bachelor's degree and at least five years of relevant experience. MBA is highly desirable.
Experience with contact center planning software (IEX TotalView, Blue Pumpkin, E-Worforce Management) also highly desirable.
We recognize that talented people are attracted to companies that provide competitive pay, comprehensive benefits packages and outstanding advancement opportunities. For this reason we offer a Comprehensive Benefits Plan that includes the following:
401K and Company paid pension plan
Medical coverage
Dental coverage
Paid time-off
Discounts on automobile and homeowner's insurance
Discount fitness memberships
Flexible spending accounts
Tuition reimbursement
Vision care coverage
Work/Life resources
Credit Union membership
Employee and Dependent life insurance
Disability insurance
Accidental death & dismemberment insurance
We believe strongly that commercial success can be achieved in a manner consistent with principles and ideals that bind us together as one company, that set us apart from our competitors, and that in the end will allow us to say we have succeeded commercially by doing the right thing the right way.
We believe that the Company's success is inextricably linked to our employees' satisfaction and success: satisfaction that they work for an industry leader committed to improving safety, satisfaction that they work for a company that does the right thing, and satisfaction that the company will reward them for their contributions and provide opportunities for personal growth and success.
We believe our employees take pride in knowing that they help people live safer more secure lives everyday.
Responsibility. What's your policy?
Strategy & Planning Sr Business Analyst, Workforce Management Staff/Capacity Planning NH-Exeter 54249

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