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Hazard Forecaster

Employer
Assurant
Location
Florence, South Carolina
Salary
Not Specified
Closing date
Oct 16, 2019

View more

Category
Operations
Job Type
Not Specified
Career Level
Not Specified

Job Details

What is a Command Center Forecaster at Assurant?

A Command Center Forecaster plays a significant role in the success of our business, as they are instrumental in assisting our management in making sure we are staffed to meet the needs of our clients and customers. What does that mean? Here at Assurant, our Command Center is the backbone of multiple internal clients within our support centers. As a Forecaster, you find patterns and analyze trends to make forward thinking business decisions.

Why You Should Consider This Role

  • You love numbers, data and stats
  • You only use shortcuts in Excel
  • You are naturally geared towards identifying trends, finding patterns and solving complex problems
  • You treat others with dignity and respect while delivering results
  • You are comfortable dealing with multiple priorities
  • You are a thinker and doer all at the same time
  • SME is your middle name
  • You go above and beyond in your role because you want to, not because you have to

What You Will Like

  • The people – we care
  • The diversity - every day is different
  • The excitement – we focus on ‘What Matters Most’ to our customers
  • The difference in the value Assurant places on strong leadership
  • The opportunity to learn, grow and advance within our fortune 300 global company

The Details

  • Data is pulled from various systems to analyze call trends, volumes, patterns and initiatives to provide a short-term forecast call volume by client on a ½ hourly basis for multiple support center set-up.
  • Participate and present data during weekly meetings with the Operations team to discuss trends, projections, and to create a plan of action to meet contact center metrics.
  • Provide staffing recommendations to meet support center contractual Service Level Agreement metrics.
  • Provide support monitoring real-time adherence.
  • Complete reporting requests.
  • Complete long-term forecast analysis for multiple clients.
  • Act as departmental Subject Matter Expert.
  • Provide staffing recommendations to meet support center contractual Service Level Agreement metrics before and after improvement initiative implementation
  • Provide reporting from various data sources to quantify call arrival, Average Handle Time (AHT) changes, and other support center metrics to serve as documentation of realized impacts to process improvement

What You Should Know About Us

  • Assurant, Inc. helps people protect what matters most to them
  • We have been around for a while with our roots tracing back to 1892
  • We are a Fortune 300 company employing approximately 15,000 people in 16 countries
  • We provide specialty protection products and related services to safeguard against risks

Qualifications

The Ideal Candidate Will Have

  • A solid understanding of call center "best practices", terminology and functions, IVR and call routing
  • Previous experience with workforce management (eWFM) applications (i.e., eWorkforce Management, Blue Pumpkin, IEX)
  • Previous experience as a call center forecaster and call center scheduler
  • Coursework in or basic knowledge of Mathematical Statistics
  • Previous experience with data modeling
  • Excellent analytical and problem-solving skills
  • Excellent oral and written communication
  • Ability to prioritize, organize, and work independently or as part of a team to complete multiple tasks
  • Team player/Flexibility
  • Accustomed to making sound and timely decisions based on diverse data
  • Proficient with Microsoft Word, Excel (macros, pivot table, formulas), and PowerPoint
  • Previous experience in a multi-site support environment
  • Experience with RTA, Exony and Cisco applications

Grade 8


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Company

At Assurant, we protect, connect and support major consumer purchases ... like homes, cars, appliances, and phones ... in partnership with industry-leading brands.

The brands people trust ... trust Assurant.

We help our clients connect and protect over 300 million consumers around the world.

We have 125 years of experience, 14,000 employees and operate in 21 countries.

Our unwavering purpose

We protect what matters most.

Our uncompromising values

Common sense, common decency, uncommon thinking and uncommon results guide the way we support our customers and work with each other. guide the way we support our customers and work with one another.

COMMON SENSE

We seek simple, straightforward solutions that keep life running smoothly for the clients and consumers we serve.

COMMON DECENCY

We act with integrity. We treat others with respect, courtesy, and kindness. We’re honest, transparent and committed to doing the right thing.

UNCOMMON THINKING

We're never satisfied with the status quo. We seek diverse perspectives and thrive on challenge. We believe there's always a way to build upon our successes.

COMMON RESULTS

We focus on actionable solutions that deliver measurable results. We approach each challenge with a sense of urgency, striving to exceed every expectation.

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