Senior Analyst, Workforce Management
- Employer
- Windhaven Insurance
- Location
- Tampa, Florida
- Salary
- Competitive Salary + Benefits
- Posted
- Jun 09, 2017
- Closes
- Aug 08, 2017
- Ref
- 1213
- Category
- Customer Service, IT , Operations
- Job Type
- Full Time
- Career Level
- Experienced (Non-Manager)
Are you looking for a challenging and engaging role? Are you driven to achieve incredible feats of growth in an environment that feels more like a successful start-up, than an insurance company? Then we want to talk to you.
We are looking for the big-picture, driven person who is committed to getting the job done by getting into the details at every level. We are committed to our mission, culture, data-driven decision making, and entrepreneurship. The best part is you can't be a Windy without having fun!
The Senior Workforce Analyst is responsible for preparing accurate and timely forecasts in a high-volume contact center. Analyzes the Customer Service Center's efficiency and customer service performance and monitors agent occupancy regarding call arrival patterns. Works with moderate guidance in own area of knowledge. Is accountable for individual results and impact on team.
Core Responsibilities:
- Compiles, distributes and analyzes daily, weekly, and monthly call center performance reports for entire organization.
- Monitors headcount expense reductions and optimizes cost per call through forecast analysis.
- Forecasts for all business partners and find solutions for improving metrics, along with making recommendations on how to increase or improve productivity.
- Does ALL scheduling. Matches staffing to workload arrival patterns, planning schedules, maintaining accurate staffing data, assisting with long-range staffing plans and handling multiple tasks aimed at meeting/exceeding ongoing service level and occupancy objectives.
- Responsible for technical changes to the IVR and skill routing. Partners with Subject Matter Experts for consultation and recommendations on management of call routing.
- Enforces schedule compliance and adherence and advises management of schedule changes.
- Acts as “traffic controller” for breaks, time off requests, unexpected absences, etc.
- Other duties and responsibilities as assigned.
Job Requirements:
- Bachelors degree or higher preferred
- >3 years experience in work force management/call planning
- Experience with IVR management
- Strong MS Excel user
- Experience with SQL a plus
- Insurance experience a plus
Windhaven Insurance is an Equal Opportunity Employer