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Workforce Management Analyst

Peyton Resource Group

Dallas, TX

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JOB DETAILS
SKILLS
Analysis Skills, Automation, Business Intelligence Software, Calendar Management, Call Center Management, Capacity Management, Customer Conversion, Customer Experience, Demand Forecasting/Planning, Financial Services, Forecasting, Insurance, Insurance Sales, Kronos Workforce Scheduler, Leadership, Machine Tool, Metrics, Partner Sales, Power BI, Productivity Model, Python Programming/Scripting Language, Revenue Growth, Risk, Risk Analysis, SQL (Structured Query Language), Sales, Sales Campaigns, Sales Operations, Sales Support, Scalable System Development, Schedule Development, Service Level Agreement (SLA), Strategic Analysis, Tableau, Telesales, Time Management, Website Conversion, Workforce Management
LOCATION
Dallas, TX
POSTED
30+ days ago
Overview
We’re hiring a hands-on Workforce Management individual contributor to own WFM end-to-end for a growing insurance sales and service operation (~sub-200 seats).
This is an individual contributor role with full ownership across real-time management, forecasting, capacity planning, and scheduling strategy. You’ll operate as the single-threaded WFM leader —balancing daily execution with building scalable processes to support growth.
This role is best suited for someone who has worked in lean or mid-sized environments and is comfortable stepping in wherever needed —from running intraday decisions to building long-term staffing models that directly impact revenue and customer experience.

What You’ll Own
•Real-Time Operations (Revenue + Service Critical)
•Monitor queues, conversion-impacting SLAs, and adherence in real time
•Make intraday decisions that directly impact sales conversion and customer experience (staffing shifts, skill changes, VTO, reforecasting)
•Identify risks to performance (lead response time, abandonment, backlog) and drive mitigation
•Partner with sales and service leaders to adjust staffing in real time
•Forecasting & Capacity (Core to the Role)
•Own demand forecasting across inbound leads, outbound sales, and service interactions
•Build capacity models tied to conversion rates, seasonality (e.G., policy cycles), and growth targets
•Translate business goals (sales targets, campaigns) into hiring and staffing plans
•Continuously improve forecast accuracy and planning assumptions
•Scheduling & Workforce Optimization
•Design and manage schedules that balance speed-to-lead, service levels, and cost efficiency
•Optimize staffing across peak sales windows and service demand
•Improve scheduling flexibility in a multi-skill environment (sales + service overlap)
•Strategy, Analytics & Build
•Act as the primary WFM partner to operations and sales leadership
•Provide insights on capacity gaps, revenue risk, and efficiency opportunities
•Build WFM processes, reporting, and governance (this is not a “plug into existing system”role)
•Identify opportunities for automation, tooling improvements, and scaling

What We’re Looking For
•5–8+ years in Workforce Management in a contact center, insurance, or sales-driven environment
•Experience across RTA, forecasting, scheduling, and capacity planning (not siloed)
•Strong understanding of how WFM impacts sales performance (speed-to-lead, conversion, occupancy)
•Advanced Excel skills;experience with BI tools (Tableau, Power BI)
•Proven ability to influence operators and sales leaders, not just report metrics
•Comfortable operating as a solo WFM function owner

Nice to Have
•Experience in insurance, financial services, or lead-based sales environments
•Verint experience HIGH PREFERRED
•Experience supporting blended sales + service teams
•Background in smaller or scaling organizations (<300 seats)
•Experience building WFM processes from scratch
•Strong familiarity with industry leading WFM platforms with a preference towards Verint .
•SQL/Python or automation experience
•Why This Role
•Full ownership of WFM —no layers, no silos
•Direct impact on revenue (sales conversion) and customer experience
•Opportunity to build WFM infrastructure as the business scales
•High visibility with operations and sales leadership.

About the Company

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Peyton Resource Group

Established in 2001, Peyton Resource Group is a solution-based staffing company that matches businesses with top talent for short-term, long-term or permanent needs. People are a business’s most valuable asset. Peyton Resource Group is dedicated to helping companies find the best talent, matching professionals with jobs where they will thrive. With locations in Dallas/Fort Worth, San Antonio and Austin, we are available to serve your staffing needs throughout Texas and across the country.
COMPANY SIZE
100 to 499 employees
INDUSTRY
Staffing/Employment Agencies
WEBSITE
https://www.prg-usa.com/

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