Workforce Management Business Optimization Specialist
5 days ago
About Our Company
At AssuranceAmerica, we foster a culture where every associate can grow and learn. We strive to create a fulfilling work environment and aim for excellence in everything we do.
This is an opportunity to join a dynamic team in the non-standard auto insurance space, working with a company that functions with a small entrepreneurial mindset. This position allows you to develop new skills and be empowered to make recommendations and changes that positively impact our business.
Job Overview
Our operational vision is to deliver an exceptional customer experience efficiently. The Workforce Management Business Optimization Specialist plays a key role by ensuring we achieve our objectives and adjust quickly to events. The role not only monitors call center activity but is empowered to proactively address issues and make changes as needed to ensure performance objectives (service levels, etc.) are met.
Key Responsibilities
- Manage and monitor queue performance, schedules, and schedule adherence.
- Analyze contact center patterns, including volumes, phone routing, trends, attrition rates, and representative productivities. Partner with leadership to recommend changes.
- Notify leadership/business units of exceptions and manage real-time changes to agent schedules in the WFM platform.
- Partner with IT during system outages/latency.
- Communicate status and follow up as needed. Perform system administration duties (create profiles in WFM, add/remove employees, etc.).
- Develop expertise in phone systems and lead/participate in process improvement initiatives to fully leverage phone capabilities.
Required Qualifications
- Minimum 2 years of experience working in an analyst capacity or on a WFH team.
- Strong understanding of contact center best practices and metrics.
Benefits and Core Competencies
- We believe in creating a culture where every associate can grow and learn.
- We operate within five key values: Honor, Discipline, Common Sense, Financial Strength, and Dedication.
- We demonstrate a deep-seated respect for our associates and customers.
The estimated salary for this role is around $80,000 per year, based on national averages and industry standards. Please note that salaries may vary depending on location and other factors.
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