Workforce Management Analyst

2 weeks ago


Dallas, Texas, United States Kemper Full time
Workforce Management Analyst

Kemper is a leading specialized insurer seeking a skilled Workforce Management Analyst to join our team. As a key member of our operations team, you will be responsible for generating and delivering optimized schedules for team members within our call centers.

Key Responsibilities:
  • Forecast staffing needs by analyzing historical call center and agent performance.
  • Analyze, prepare, and publish agent schedules within Workforce Management to efficiently meet service level requirements.
  • Monitor daily call volumes, service levels, and other key metrics, recognizing and interpreting trends, changes, or risks, and communicating to leadership and management.
  • Provide post-analysis recommendations on anomalies within the business and future products or services to determine potential impacts on the business.
  • Track, analyze, and report call center and agent performance using Workforce Management tools.
Requirements:
  • Two to four years of workforce management analyst experience, preferably in the insurance industry.
  • Education equivalent to a college degree in an information technology-related or business administration-related discipline, supplemented by insurance or computer-related courses/knowledge.
  • Strong critical thinking, organizational, and above-average written/verbal communication skills.
  • Understanding of and experience with call center technologies, such as Workforce Management, ACD, Dialer, IVR, and typical call center performance metrics and improvement initiatives.
What We Offer:

Kemper is proud to be an equal opportunity employer, committed to supporting diversity and equality across our organization. We offer a hybrid role with regular reporting into a local Kemper office and a competitive compensation package.



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