Workforce Management Analyst
Ethos Life
Salary undisclosed
Need a reasonable accommodation to apply or interview? Contact us.
JobMinglr uses automated technology to recommend jobs based on profile information and job preferences. Match Score does not determine eligibility for a position, prevent a user from viewing or applying to a job, or make hiring decisions on behalf of an employer.
Description
About Ethos
Ethos (Nasdaq: $LIFE) is a leading life insurance technology company on a mission to protect families by democratizing access to life insurance and empowering agents at scale. With its robust three-sided technology platform, Ethos is transforming the life insurance experience for consumers, agents, and carriers alike. Ethos offers instant, accessible products and a seamless online process that requires no medical exams and just a few health questions; it eliminates traditional barriers, making it easier than ever for everyone to protect their families. Ethos is redefining how life insurance is bought, sold, and underwritten.
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.
We are an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Pursuant to the SF Fair Chance Ordinance, we will consider employment for qualified applicants with arrests and conviction records.
To learn more about what information we collect and how it may be used, please refer to our California Candidate Privacy Notice.
Recruitment Notice: Please be aware of recruitment scams. All legitimate communication from our team will only come from email addresses ending in @ethos.com or @getethos.com.
We will never ask for payment, banking details, or sensitive personal information during the hiring process. If you are contacted by someone claiming to represent us from a different email address, please treat it as fraudulent.
Benefits
- life insurance
About this role
Ethos is seeking a Workforce Management Analyst to support its Customer Experience teams in Bangalore on a full-time, in-office basis. The role centers on building and maintaining the operational processes that keep support and operations teams running effectively. You'll develop forecast models based on historical data and seasonal patterns, design resource schedules across support channels, monitor team performance and adherence in real time, and uncover data-driven insights to improve productivity and customer satisfaction. The work involves both strategic process design—including implementing new software and systems—and hands-on analysis to identify inefficiencies and drive continuous improvement.
This position requires at least three years in operations with specific workforce management experience. You'll need strong analytical skills, proficiency in Excel or Google Sheets, and the ability to translate metrics and data into actionable recommendations for leadership. Success here depends on attention to detail, strategic thinking, and the communication skills to present findings clearly to managers and stakeholders across the organization. If you're comfortable working with data, designing processes at scale, and collaborating across teams to solve operational challenges, this role offers the chance to directly influence how a fast-growing insurtech company delivers its customer experience.
This role's local market on JobMinglr
Pay for this role
The employer didn't post a pay range for this role. That usually means pay is set in negotiation, which favors whoever arrives with numbers. Check ranges on comparable Workforce Management Analyst postings in Bangalore, and analyze any offer before you accept it.
Before you apply, worth reading
How JobMinglr reads this job
Every listing here is scored against your profile before you apply: skills overlap, experience level, location and work arrangement, each weighted and explained. You see the score and the reasons, not just a list. How the matching works.