Analyzes trends within assigned operations, including call volumes, call patterns, staff productivity, and resource allocation. Uses analysis results to forecast call arrival and build staffing and scheduling plans to meet business unit goals and corporate objectives.

Position Requirements

Analyzes call volumes, call patterns, call trends, and staff productivity for assigned centers; uses this information to build, coordinate, and accurately maintain employee schedules. Forecasts future workflow volume and makes scheduling adjustments based on business needs. Monitors all time away from work for the employees (i.e. vacation, absentee tracking). Recommends time away from work parameters, and monitors all time off. Corresponds with employees; adjusts schedules where appropriate. Communicates daily with managers and supervisors regarding schedules. This includes but is not limited to discussing scheduling shortages, shift changes, and soliciting overtime to fill scheduling shortfalls.
Tracks, monitors and analyzes employee adherence to assigned schedule; provides supervisory staff with appropriate feedback to share with employees. Coordinates with supervisors and managers to identify employees who are out of adherence, so that they may be returned to a productive state. Assists with the fulfillment of work force guidelines.
Conducts analysis on historical data to determine appropriate shift and staffing levels on a long-term basis. Prepares and maintains workforce management documentation. Analyzes and provides status reports to supervisor on a quarterly basis, or as needed. Makes recommendations to change shifts to improve service levels.
Continues to build personal skill set by participating in in-house or outside insurance / industry related courses / seminars as deemed necessary to expand product / system knowledge.
Performs other functions as assigned.

Preferred Skills and Abilities

Note: This Position Will Work A Non -Traditional Schedule. Must Be Able And Available To Work A Shift Of 11:30 AM To 8:15PM, Monday Thru Friday.

*Seeking professionals with proven work experience in workforce analysis and planning within a call center environment.*

Physical Actions

Besides some sedentary work, job duties require some or all of the following physical activities: Standing, carrying/lifting up to 10 pounds, seeing and hearing, walking, reaching, pushing and pulling, and speaking, reading, and writing.

Physical Environment

Required job duties are normally performed in a climate-controlled office environment.

Education Requirements

High school diploma or equivalent. Pursuit of associate degree and six- sigma yellow belt designation preferred.

Experience Requirements

One year in a customer and performance focused environment.

Special Skills Requirements

PC skills Intermediate math skills Strong written and verbal communication skills Demonstrated analytical and organizational skills

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