Posted On: 5-24-2018
Position Title: Sr Workforce Consultant (Forecasting)
Job Location: Hartford, CT
Job ID: 15683BR
Apply Online: https://careers.travelers.com/job/8323537/sr-workforce-consultant-us-nationwide/
Solid reputation, passionate people and endless opportunities. That’s Travelers. Our superior financial strength and consistent record of strong operating returns mean security for our customers – and opportunities for our employees. You will find Travelers to be full of energy and a workplace in which you truly can make a difference.
Under general supervision provides support and direction to contact center Management Team in the areas of scheduling and capacity planning to make the best use of time, people and systems to meet the needs of the customers with limited supervision. This position does not lead others.
Primary Job Duties & Responsibilities
Constructs and/or maintains relevant models, including ensuring adjustments are made for current product expectations, the most recent sales marketing forecasts, as well as any other business impacts. Identify and proactively address staffing requirements in a multi-skill and virtual operation. Gather data, establish reports, and analyze trends in a timely manner to help improve the efficiency and effectiveness of the local operation. Work closely with the Data Analysts and other Workforce Specialists to effectively coordinate activities of the virtual operation based on volumes and staffing across all sites . Recognize relationships and make recommendations to improve performance. Perform a wide variety of tasks and change tasks quickly as demands change in order to respond to new priorities and maintain efficient operations. Convey ideas orally and/or in writing with a clear, concise, organized and articulate style using a format that is appropriate for the target audience. Address operational issues in a timely manner while keeping appropriate levels of leadership informed of the current situation and progress. Assist with educating the staff on Workforce Management. Assist with the development of new and/or redesign current processes based on long-term strategies of the department. Ensure all appropriate resources and documentation are available to support projects. Demonstrate a desire to work in a highly dynamic environment, requiring proficient organization and time management skills. Ensure that the identified back-up(s) are trained to appropriately fill-in for this role during absences. Other duties as assigned. This position does not lead others.
Minimum college degree or commensurate 2 years work experience in management information, finance, statistical analysis, Workforce Management, or contact center. Advanced knowledge of Microsoft applications including Excel, Word and PowerPoint is required. Experience forecasting, scheduling, and or configuring business rules within a Workforce Management software, and basic knowledge of contact routing software is required.
Education, Work Experience & Knowledge
Strong working knowledge of contact center operations and Property Casualty insurance product and systems knowledge is preferred.
Job Specific & Technical Skills & Competencies
Analytical Independent Detail Focus Flexible Organized Dependable Innovative perspective Proficient organization and time management skills Self-starter, self-motivator, self-disciplined Knowledge of Microsoft Excel, Word, PowerPoint, and Access, a plus Experience with Aspect, a plus Ability to effectively multi-task required Advanced verbal and written communication skills Ability to promote as well as contribute to a team environment Strong customer service focus
Operates standard office equipment Requires extended periods of computer use Requires extended periods of sitting
Equal Employment Opportunity Statement
Travelers is an equal opportunity employer.