Workforce Management Analyst

Not your everyday company
Lemonade completely reinvented how insurance works. As a customer-centric tech company, we created an insurance experience that is smart, instant, and delightful.
At Lemonade, you'll be working with a group of like-minded makers, who get a kick out of moving fast and delivering great products. We surround ourselves with some of the smartest, most motivated, creative people who are filled with positive energy and good karma.
Unlike most publicly traded companies, we're nimble and efficient. We take pride in the fact that we still think and operate like a startup. We don't care much about titles and hierarchy and instead focus on innovation, bold moves, and challenging the status quo.
We're built as a lean, data-driven organization that relies on a common understating of objectives and goals to provide teams with autonomy and ownership. We don't like spending our days in meetings and we skip committees altogether. At Lemonade, there's no such thing as going over someone's head. We have zero tolerance for bureaucracy, office politics, and lean-back personalities.
As a Public Benefit Corporation and a certified B-Corp, we deliver environmental and social impact using our products and tech. Through our Giveback program, we partner with organizations such as the ACLU, New Story, The Humane Society, Malala Fund, American Red Cross, 360.org, charity: water, and dozens of others, and have donated millions towards reforestation, education, animal rights, LGBTQ+ causes, access to water, and more.
Awarded 'best workplace'
Best Workplace and Best-Led Company by Inc. Magazine
High 4.4 rating on Glassdoor ⭐️
Our Founders listed among Glassdoor's Top CEOs
"World Changing" by Fast Company
Recognized as a World Changing Idea by Fast Company Magazine
Ranked #1 Home insurance in America
Won best renters and homeowners insurance in America by US News, and others
Best Pet Insurance in America
Rated "Best Overall Pet Insurance" by Better Homes & Gardens
Rated 4.9 ⭐ on the Apple App Store
Among the highest rated apps of all time
What you're applying for
We're looking for an experienced Workforce Analyst to take charge of the long-term forecasting, staffing, and data management needs of our claims and customer teams, with the purpose of optimizing resources to achieve our business objectives.
As part of the workforce management team, you'll leverage data to help optimize staffing to maximize service levels, collaborating with leadership and our CX operations team to ensure we have adequate staffing and plans in place to identify service gaps and provide solutions.
**Unfortunately, we cannot consider applicants from these locations: Colorado, California, Montana, Hawaii, New Mexico and Puerto Rico**
What you'll do

• Develop and implement standardized best practices across all workforce functional areas including capacity planning, forecasting, budgeting, and scheduling
• Analyze historical trends and arrival patterns in order to develop volume and staffing projections for all interaction types
• Create and distribute retrospective reports to executive stakeholders
• Track and recommend ways to optimize staff sufficiency
• Manage the back-end administration for WFM system Agyle Time and identify any gaps in our forecasting engine
• Communicate dependencies and risks for scheduling and service levels in a clear, concise manner, and manage and track exceptions; proactively create stakeholder communication outlining root causes for missed service levels when necessary
• Dig for data using in-house tools as well as Looker

What you'll need

• 2+ years of workforce planning
• Experience across multiple workforce management disciplines: daily/monthly forecasting, scheduling, optimization of workforce within contact center environment, data reporting, and capacity planning
• Background in capacity planning and headcount planning for contact centers
• Adept understanding of data visualization tools (Looker preferred, but not required)
• Basic knowledge of SQL
• Fluent in Excel formulas and Erlang calculations
• Experience with workforce management software, (Agyle Time preferred but not required)
• Strong communication and organizational skills, and the ability to explain complex processes in layman's terms
• Ability to work in an office environment

Things to know...
Lemonade is an equal opportunity employer committed to diversity and inclusivity. We never discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. If you require reasonable accommodations due to religious beliefs, pregnancy, or disabilities, let us know at any time.