Workforce Management Analyst
Join Ethos Life as a Workforce Management Analyst to enhance customer experience through data-driven insights and process improvements.
Posted by employer 1 day ago
First seen on Joblaze 5 hours ago
Last verified on the company career page 5 hours ago
What you'll build
- Develop forecast models for support team volumes
- Schedule resources for customer interactions
- Monitor support team performance and schedule adherence
- Uncover actionable data-driven insights
- Design internal processes and implement new software
Must have
- 3+ years experience as an operations professional
- Experience in workforce management operations
- Proficiency in analyzing data and interpreting metrics
- Strong knowledge and experience with Excel or Google Sheets
Nice to have
- Extreme attention to detail
- Ability to think strategically
- Strong communications skills
Requirements
- Experience
- 3+ years
Not disclosed in this posting: compensation, visa sponsorship.
Joblaze summary
The Workforce Management Analyst at Ethos Life plays a crucial role in enhancing customer experience by developing and maintaining processes that support the Customer Experience teams. This position requires strong analytical skills, particularly in data interpretation and forecasting, along with proficiency in tools like Excel or Google Sheets. Ideal candidates will have over three years of experience in operations, specifically in workforce management, and possess a strategic mindset for process improvement. Ethos Life emphasizes a collaborative environment, partnering with leadership to drive productivity and customer satisfaction.
Joblaze insights
- Listed today — first seen on Joblaze November 6, 2026. Last confirmed on Ethos Life's careers page November 6, 2026.
Quick facts
- Is the Workforce Management Analyst role remote?
- No — this is an on-site role in Bangalore, India.
- How much experience is required?
- At least 3 years of relevant experience for this Workforce Management Analyst role.
- Where is the role based?
- Ethos Life is hiring for this position in Bangalore, India.
- What seniority level is this role?
- Ethos Life targets mid-level candidates for this position.
- Is this full-time or contract?
- Full-time for this Workforce Management Analyst role at Ethos Life.
From the original posting
About Ethos
About the role
Creating a world-class customer experience is critical to Ethos’ mission and will continue to determine our growth and success in the life insurance industry. We are looking for a Workforce Management Analyst who can help enable our Customer Experience (CX) teams to deliver this experience by helping create and maintain critical CX processes
Duties and Responsibilities:
- Partner with managers and other stakeholders to ensure the highest level of performance for our support and operations teams
- Use metrics, your own analysis, and other feedback mechanisms to develop forecast models for support team volumes based on historical data, seasonal trends, and product launches
- Scheduling of resources for different focus areas and support channels to maximize coverage of customer interactions across all support channels
- Conduct analysis and real time monitoring of support team members’ performance and schedule adherence
- Strategize and develop new processes to monitor productivity and performance for support teams
- Uncover and review actionable data-driven insights with management to drive informed decisions, improve the customer experience processes, fuel overall productivity, and improve customer satisfaction
- Design internal processes and help implement new software and systems to drive productivity and automation at scale to better manage a large team of support reps
- Partner with leadership to gather required data inputs required to track data and translate data into useable insights
- Stay current on the latest industry trends, tools, and techniques to ensure we’re implementing solutions and creating processes that will help provide the best customer experience possible
Qualifications and Skills:
- 3+ years experience as an operations professional with at least some experience specifically in workforce management operations
- Extreme attention to detail with an analytical approach to problem solving and process development
- Ability to think strategically, identify key business issues, and develop innovative solutions to complex problems
- Proficiency in analyzing data, interpreting metrics, and generating actionable insights; strong knowledge and experience with Excel or Google Sheets is an absolute requirement
- Expertise in identifying inefficiencies and leading process improvement initiatives
- Strong communications skills with the ability to articulate messages to a variety of stakeholders and audiences
#LI-Onsite
#LI-PA1
Don’t meet every single requirement? If you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. At Ethos we are dedicated to building a diverse, inclusive and authentic workplace.
Standard company text repeated across Ethos Life's postings is omitted here.