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Workforce Management Analyst

4 months ago

Whitehouse Station, United States Chubb Full time
Job Description

Chubb NA Contact Center Shared Services group directly supports insurance operations programs impacting both Clients and Agents across Chubb's North America business divisions. The group is primarily responsible for enabling key initiatives across various departments with a focus on delivering first class customer experience and exceptional operational service. Additional responsibilities include the management of large-scale technology and operational projects involving the Contact Center platform. The team collaborates with Business, Technology and Trading Partner stakeholders to define, analyze and deliver strategic Technology and Operational processes. Members of the team are expected to take leadership roles in various projects as well as personal accountability for delivering first class products and solutions for Chubb, our clients, and our stakeholders.

The Workforce Management Analyst plays a key role within the Shared Services organization and the overall success of NA Contact Center. As such you'll be responsible for a wide range of tasks and stakeholder management functions such as, but not limited to; analysis and scheduling, real time environment management, execution of set service goals, as well as building relationships and fostering collaboration across various levels of seniority and experience.

Responsibilities:
  • Act as the Real Time point of contact and subject matter expert for one or more lines of business
  • Work closely with fellow WFM team members to understand future staffing plans and resource demands
  • Monitor and analyze real time deviations to original forecasts with a focus on queue management, following up on adherence issues, schedule changes to ensure goals are met
  • Managing and processing real time requests across multiple lines of business
  • Communicate with all levels of management to provide data-based recommendations to mitigate upcoming service/staffing level risk
  • Researching and validating NICE system issues and open tickets/escalate as needed
  • Develop strong working relationships with management and staff across all functional areas
  • Ensure WFM best practices are followed, and the team is kept up to date on any changes
  • Proactively identify areas for improvement within Workforce Management design/processes
Qualifications

Qualifications:
  • Bachelor's Degree required
  • 3 to 5 years contact center (call center) experience preferred
  • Excellent interpersonal skills and ability to build relationships with stakeholders
  • Proficient in Microsoft Office, especially Excel and PowerPoint
  • Experience utilizing Workforce Management software, NICE InContact experience highly preferred
  • Deep understanding of Workforce Management practices and key contact center performance metrics, such as service level, AHT, adherence, etc.
  • Advanced analytical skills, with emphasis on forecasting
  • Experienced in complex problem-solving, judgment, critical thinking and decision-making
  • Strong planning, time management and organizational skills
  • Ability to adapt and respond quickly to changing priorities


About Us

Chubb is a world leader in insurance. With operations in 54 countries, Chubb provides commercial and personal property and casualty insurance, personal accident and supplemental health insurance, reinsurance, and life insurance to a diverse group of clients. The company is distinguished by its extensive product and service offerings, broad distribution capabilities, exceptional financial strength, underwriting excellence, superior claims handling expertise and local operations globally.

At Chubb, we are committed to equal employment opportunity and compliance with all laws and regulations pertaining to it. Our policy is to provide employment, training, compensation, promotion, and other conditions or opportunities of employment, without regard to race, color, religious creed, sex, gender, gender identity, gender expression, sexual orientation, marital status, national origin, ancestry, mental and physical disability, medical condition, genetic information, military and veteran status, age, and pregnancy or any other characteristic protected by law. Performance and qualifications are the only basis upon which we hire, assign, promote, compensate, develop and retain employees. Chubb prohibits all unlawful discrimination, harassment and retaliation against any individual who reports discrimination or harassment.