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Group 1001 is a consumer-centric, technology-driven family of insurance companies on a mission to deliver outstanding value and operational performance by combining financial strength and stability with deep insurance expertise and a can-do culture. Group1001’s culture emphasizes the importance of collaboration, communication, core business focus, risk management, and striving for outcomes. This goal extends to how we hire and onboard our most valuable assets – our employees.
Group 1001, and its affiliated companies, is strongly committed to providing a supportive work environment where employee differences are valued. Diversity is an essential ingredient in making Group 1001 a welcoming place to work and is fundamental in building a high-performance team. Diversity embodies all the differences that make us unique individuals. All employees share the responsibility for maintaining a workplace culture of dignity, respect, understanding and appreciation of individual and group differences.
Summary
The Workforce Analyst, is responsible for monitoring, intraday the capacity and demand in the Service Center environment. Working closely with management. This role will assess agent availability and discuss under-and over-capacity situations. When issues are detected, the Analyst will report on and recommend corrective action.
Main Accountabilities
• Monitoring of call volume traffic, performance results as well as resource allocation in real time.
• Highlights opportunities/deficiencies through the review of call center metrics daily to ensure adherence to service standards; adjust and/or recommendations as required/directed by management.
• Responsible for preparing, administering and communicating Key Performance Indicators including, but not limited to, Phone Service Level Reports, Agent Reports and other departmental/operational ad hoc reports as required.
• Responsible for analysis and communication of trends, including call volumes, call patterns, key performance indicators, staff productivity, attrition rates and resource allocation.
• Generates reports to be used in budget and capacity planning within the contact centers and forecasts scheduling, headcount and hiring needs.
• Uses analysis results to forecast and develop plans to support customer access strategy as well as meet business goals and objectives.
• Develops relations with other functional departments to improve efficiencies and forecasting accuracy.
• Identifies areas where efficiencies can be achieved to improve contact center performance and decrease operational inefficiencies.
• Preparing accurate schedules and ensuring correct coverage based on forecasted call volume.
• Works with discretion and in a confidential capacity due to the sensitive nature of role.
Qualifications
• BA/BS degree, or 2-3 years of equivalent experience, required.
• Experience in a call center environment, required.
• Workforce management or forecasting experience preferred.
• Experience with Workforce Management software preferred (scheduling, performance tracking, reporting).
• Strong Microsoft Excel skills a must with proficiency in Microsoft Office programs.
• Excellent analytical skills.
• Excellent communication skills, both verbal and written.
• Good organizational, interpersonal and project planning skills required.
Benefits Highlights:
Employees who meet benefit eligibility guidelines and work 30 hours or more weekly, have the ability to enroll in Group 1001’s benefits package. Employees (and their families) are eligible to participate in the Company’s comprehensive health, dental, and vision insurance plan options. Employees are also eligible for Basic and Supplemental Life Insurance, Short and Long-Term Disability, and to enroll in the Company’s Employee Assistance Program and other wellness initiatives. Employees may also participate in the Company’s 401K plan, with matching contributions by the Company.
