Mercer’s Workforce Management develops and maintains the processes and systems MMC uses to optimize productivity for its employees’ on-going evaluation and implementation of best practices across the organization. We are seeking candidates for the following position-based in Urbandale, IA. This role can be performed remotely.

Workforce Management Analyst

What can you expect?

• You will be responsible for producing and maintaining long, medium, and short-range workload forecasts, as well as WFM capacity plan models
• You will perform a critical function by ensuring staff allocations are met for Mercer’s Customer Engagement contact center
• You will have the chance to build strong partnerships with various stakeholders across the business, including leadership within multiple departments and sites

What is in it for you?

• Excellent benefits, including medical, dental, vision, 401K.
• Opportunity to work with some of the smartest people in the industry, while working for a global company with a dynamic culture
• Opportunities to participate in networking with other colleagues in our Business Resource Groups (BRGs) including Mercer Cares (community involvement), PRIDE, Women@Mercer, Racial & Ethnic Diversity and Rising Professionals Network!

We will count on you to:

• Develop and maintain accurate workload & capacity plan models for the Mercer 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 contact center leadership team.

What you need to have:

• Proficiency with MS Excel, including the ability to maintain databases, create spreadsheets, and import/export data between applications
• Strong analytical mindset, as well as the ability to communication findings both verbally and in writing
• Demonstrated ability to function effectively both independently and as part of the broader workforce management team

What makes you stand out?

• Bachelor’s degree
• Prior experience using workforce management software (Verint, IEX, eWFM, etc.)
• Prior experience working in a call center environment

Mercer believes in building brighter futures by redefining the world of work, reshaping retirement and investment outcomes, and unlocking real health and well-being. Mercer’s more than 25,000 employees are based in 44 countries and the firm operates in over 130 countries. Mercer is a business of Marsh McLennan (NYSE: MMC), the world’s leading professional services firm in the areas of risk, strategy and people, with 76,000 colleagues and annual revenue of $17 billion. Through its market-leading businesses including Marsh, Guy Carpenter and Oliver Wyman, Marsh & McLennan helps clients navigate an increasingly dynamic and complex environment. For more information, visit https://www.mercer.com/. Follow Mercer on Twitter @Mercer.

Marsh McLennan and its Affiliates are EOE Minority/Female/Disability/Vet/Sexual Orientation/Gender Identity employers.

The applicable base salary range for this role is $53,300 to $106,600.

The base pay offered will be determined on factors such as experience, skills, training, location, certifications, education, and any applicable minimum wage requirements. Decisions will be determined on a case-by-case basis. In addition to the base salary, this position may be eligible for performance-based incentives.

We are excited to offer a competitive total rewards package which includes health and welfare benefits, tuition assistance, 401K savings and other retirement programs as well as employee assistance programs.