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Operations Workforce Management Analyst I

Employer
National General Insurance
Location
Baton Rouge, Louisiana
Salary
Not Specified
Closing date
Apr 16, 2019

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Category
Operations, Underwriting
Job Type
Full Time
Career Level
Not Specified

Job Details

Primary Purpose:

Responsible for various call center forecasting, scheduling, real-time queue, and staffing, this includes running reports, compiling data, analyzing results.

Essential Duties and Responsibilities:

Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

  • Compile data on call center operations by pulling records from multiple databases, gathering information on a wide range of metrics and building specialized reports to provide a comprehensive view of Call Center performance and relevant statistics
  • Interpret records and compile information by conducting in-depth analysis of call center data, reviewing statistics to ensure validity and identifying patterns and trends to translate raw data into actionable information for the benefit of Call Center leadership
  • Take lead role in crafting monthly, quarterly, and annual reports to be administered to Call Center Leaders to better understand their efficiencies and bottlenecks
  • Share analyses and findings by developing reports, creating business review presentations and communicating with business leaders to inform on call center operations and provide detailed resources in support of business objectives
  • Actively identify areas for continuous improvement, and communicate ideas on implementing improvements
  • Contribute to increased efficiency and effectiveness of call center operations by communicating trends, identifying issues and recommending fact-based strategies to improve workforce management within the Call Center department and support achievement of service level agreements
  • Oversee daily activities related to assigned area of responsibility within department
  • Develop, interpret, and maintain reporting to monitor agent performance within the Call Center and share findings with necessary leadership and Workforce Management Team to increase efficiency
  • Adopt National General Insurance values in personal work behaviors, decision-making, contributions and interpersonal interactions; manage own career development by soliciting feedback and valuing other perspectives

Minimum Skills and Competencies:

The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • High school diploma or general education degree (GED)
  • 1+ years of relevant workforce management experience
  • 3+ years of experience in a Call Center Environment
  • Experience with data extraction, analysis and reporting
  • Applied knowledge of technology, techniques and methodologies for mining database information, pulling and developing reports and creating macros
  • Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint)
  • Applied knowledge of principles and methodologies for analyzing data from multiple sources and compiling findings into usable reports
  • Terminology, function and fundamental capabilities of common computer, software, information and communication technology devices, components, and concepts
  • Analyze and synthesize data to form conclusions and recommendations
  • Identify patterns and trends in data and create accurate forecasts and models
  • Manipulate database information and utilize reporting tools to gather and evaluate data
  • Effectively and efficiently present logic, reasoning, and analysis to others
  • Follow established guidelines to focus on details and complete tasks attentively and thoroughly
  • Must possess effective verbal and written communication skills
  • Visualize and develop graphic representations of concepts or data
  • Works independently with little supervision
  • Communicate complex information in user-friendly format
  • Professional, polished, poised and positive demeanor
  • Utilize high attention to detail
  • Extrapolate from limited or complex data
  • Must possess effective verbal and written communication skills

Desired Skills:

  • Experience in an Insurance Call Center environment

Company

National General Insurance Group is a specialty personal lines company and is one of the largest automobile insurers in the United States. National General Insurance Group, through its eleven insurance subsidiaries and other affiliated companies, offers property and casualty products, including personal auto, RV, motorcycle and commercial auto as well as accident and supplemental health insurance products. 

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