Job Summary
The Workforce Management Inside Sales Analyst is responsible for the daily efforts to provide an exceptional customer and employee experience by effectively delivering real-time (intra-day) management in order to optimize resources to achieve service level goals and business objectives. Key functional responsibility includes the ability to demonstrate a strong understanding of how planning and forecasting staffing requirements translate to the creation of optimal schedules and real-time (intra-day) management to support groups within Customer Care.
Responsibilities:
• Provide real-time monitoring via available software tools and workforce management techniques to make intra-day adjustments in an effort to maximize resource efficiency and achieve service level goals and business objectives.
• Perform continual analysis of current performance (noting recent historical trends) and conduct real-time re-forecasting to make necessary adjustments in staffing plans and coordinate.
• Coordinate with Managers and Supervisors to perform needed staffing adjustments based on current and forecasted results.
• Compare actual results to forecasted results, identifying opportunities for improvement.
• Provide daily/intra-day performance reports and status to leadership.
• Implement set of best practices in workforce management across all sites to ensure consistent processes and procedures.
• Develop and implement contingency staffing models, including disaster recovery scenarios.
• Ensure adherence/compliance to workforce management policies and procedures in all sites.
• Compile daily, weekly and monthly reporting of resource management results, including attrition, capacity/utilization, performance, intra-day summaries and daily summary reports.
• Performs other duties as assigned.
Education and Experience:
• Requires a BS/BA degree in Business, Information Systems, Statistics, or a related field and/or equivalent combination of education and experience.
Minimum Requirements:
• At least 2 years in a multi-skilled call center environment.
• At least 2 years of operations management experience including forecasting, scheduling and real-time operations management.
• At least 2 years of experience using Workforce Management Software; or any combination of education and experience, which would provide an equivalent background.
Preferred Skills and Competencies:
• Strong knowledge of MS Office suite of products including Excel, Word, PowerPoint, and Access.
• Strong demonstrated analytical, organization, communication, planning, and problem solving skills.
• Good interpersonal and presentation skills to interact with center management staff and others effectively.
• Able to work independently in day-to-day and most project activities.


The Workforce Management (WFM) Inside Sales Analyst is responsible for building and optimizing forecasting, capacity planning, and performance analytics to support an Inside Sales organization operating in a contact center environment. This role provides data-driven insights and best practice recommendations to Inside Sales leadership, ensuring optimal staffing coverage, productivity, and scalability in a rapid growth environment.
In addition to long-range planning, this role is accountable for real-time monitoring of intraday productivity and adherence, proactively identifying emerging issues and recommending immediate actions to protect service outcomes. The analyst will also own the generation, optimization, and ongoing maintenance of schedules, ensuring alignment of staffing to forecasted demand while balancing business needs and employee experience.
This is an advanced individual contributor role requiring deep analytical expertise, independence, and regular collaboration with leaders across multiple teams including Inside Sales, Sales Operations, Finance, and HR.
Responsibilities
Serve as a strategic, advanced individual contributor and primary WFM partner to Inside Sales leadership, using deep analytical expertise to provide best-practice recommendations that optimize coverage, productivity, and sales outcomes
Lead the design, development, and provide continuous refinement of complex forecasting & capacity models that capture inbound/outbound volume, contact rates, handle time, occupancy, and shrinkage
Solve complex planning and performance problems through in-depth evaluation of variable factors; take a broad, strategic perspective to identify innovative & scalable workforce solutions
Work independently on most initiatives and own end-to-end analytics workflows from problem definition through to recommendation; seeking guidance only in the most complex or high-risk situations
Align with Inside Sales leadership on a bi-weekly cadence (and as needed) to present data backed insights related to forecasting, capacity plans, performance trends, and risk/opportunity assessments
Support intraday productivity by monitoring real-time and daily specialist performance (e.g., occupancy, adherence, workload management, handle time utilization)
Generate, optimize, and maintain fluid staff schedules within the WFM platform, aligning staffing to forecasted demand, intraday trends, SLAs, and business priorities while balancing operational efficiency with employee satisfaction
Design & maintain dashboards and reports that highlight productivity trends and emerging staff and/or workload issues
Analyze historical and current performance data to identify trends, variances, and root causes; translate findings into clear actions and timely mitigation strategies for Inside Sales leadership
Partner with Sales Operations and other stakeholders to evaluate the impact of process changes, organizational tools, and training on staff productivity based on data-driven insights
Assist Inside Sales leadership in navigating change efficiently in a rapid growth environment by modeling scenarios, quantifying impacts, and developing capacity models to support staff scaling
Lead or co-lead cross-functional projects and workstreams related to forecasting accuracy, staffing optimization, process redesign, and contact center efficiency improvements
Establish, standardize, and continuously improve planning assumptions, methodologies, and procedures for Workforce Management within Inside Sales
Network with key contacts outside the immediate WFM area (e.g., Marketing, Finance, HR, IT) to align workforce strategies with broader business plans and constraints
Regularly adapt communication style and use persuasive, data-driven storytelling to influence stakeholders on workforce decisions
Education & Experience
Minimum Requirements:
Bachelor’s degree or equivalent combination of education & practical experience
8+ years of experience in Workforce Management or related operational analytics role
Advanced proficiency utilizing Excel as analytics & performance management tool
Advanced experience with data visualization tools (e.g., Excel, Power BI, Tableau)
Strong understanding of call center metrics, forecasting methodologies, and scheduling principles
Proven ability to interpret complex data, draw clear conclusions, and present insights in a structured & compelling way
Strong stakeholder management and communication skills, including the ability to influence without direct authority
Ability to maintain confidentiality and adhere to all privacy/security policies
Preferred Skills & Competencies:
Experience with a WFM platform (i.e., Assembled, NICE IEX, Calabrio)
Familiarity with integrated cloud contact center platforms (i.e., Salesforce, Amazon Connect)
Proven ability to prioritize, multitask, and successfully manage multiple initiatives within a fast-paced work environment with competing demands
Perceptive & critical thinker with the ability to solve challenges creatively while maintaining composure in critical situations.
Outstanding attention to detail
NOTE: This position is eligible for hybrid working arrangements (requires on-site work from an Insulet office). #LI-Hybrid
Additional Information:


Compensation & Benefits:

For U.S.-based positions only, the annual base salary range for this role is $98,700.00 - $148,050.00

This position may also be eligible for incentive compensation.

We offer a comprehensive benefits package, including:
• Medical, dental, and vision insurance
• 401(k) with company match
• Paid time off (PTO)
• And additional employee wellness programs

Application Details:
This job posting will remain open until the position is filled.
To apply, please visit the Insulet Careers site and submit your application online.

Actual pay depends on skills, experience, and education.
Insulet Corporation (NASDAQ: PODD), headquartered in Massachusetts, is an innovative medical device company dedicated to simplifying life for people with diabetes and other conditions through its Omnipod product platform. The Omnipod Insulin Management System provides a unique alternative to traditional insulin delivery methods. With its simple, wearable design, the tubeless disposable Pod provides up to three days of non-stop insulin delivery, without the need to see or handle a needle. Insulet’s flagship innovation, the Omnipod 5 Automated Insulin Delivery System, integrates with a continuous glucose monitor to manage blood sugar with no multiple daily injections, zero fingersticks, and can be controlled by a compatible personal smartphone in the U.S. or by the Omnipod 5 Controller. Insulet also leverages the unique design of its Pod by tailoring its Omnipod technology platform for the delivery of non-insulin subcutaneous drugs across other therapeutic areas. For more information, please visit insulet.com and omnipod.com.
We are looking for highly motivated, performance-driven individuals to be a part of our expanding team. We do this by hiring amazing people guided by shared values who exceed customer expectations. Our continued success depends on it!
At Insulet Corporation all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.