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Workforce Management Real Time Analyst

Posted on Jan 14, 2019 by Answer Financial

Knoxville, TN 37916
Recruitment Consultancy
16 Dec 2018
Annual Salary
As a successful Workforce Management Real Time Analyst you are responsible for the intraday management and tactical planning of sales and service queues. The role will analyze current and historical trends to ensure Answer Financial achieves optimal service levels and other key performance metrics on a daily and interval basis. Key responsibilities will include operational, procedural, and data analysis to achieve service level objectives, improve efficiencies, and deliver exceptional customer sales and service experiences. Areas of focus will include, but are not limited to, service level, handle times, productivity, scheduling and other call center metrics. Working effectively across multiple teams and business partners is essential to the success of this position. Answer Financial, an Allstate company, is one of the largest independent personal lines agency operations in the nation, providing auto and home insurance products directly to consumers through a broad network of marketing partners. Answer Financial is driven by innovation and focused on delivering great value to thousands of customers every day. We pioneered real-time online insurance quotes comparison and continue to aggressively expand into new technologies and exciting product offerings to better serve our customers. This is an excellent opportunity to join our growing, successful Company. Essential Job Duties/Responsibilities: Responsible for monitoring, analyzing, and enhancing the call handling and utilization of staff resources on a real time basis, this includes achieving required service levels, abandon rates, and other performance metrics. Tactical schedule management to achieve objectives and maximize staff resources. Intraday management to ensure schedule adherence and respond to unplanned technology, call, staffing, and handle time variances. Daily schedule and activity maintenance within WFM scheduling software tool (Impact 360). Provide trend analysis and feedback to leadership to improve call and handle time forecasts and schedules. Provide support for scheduling processes. Perform other duties as assigned. Qualifications: Proficient in MS Excel and must possess a solid understanding/background in all MS Office products. Demonstrated problem-solving and analytical skills. Proven ability to balance multiple tasks simultaneously. Ability to work both independently and as a team to provide solutions to complex problems. Proven communication ability across multiple levels including front-line associates, management, peers, and senior management. Ability to work a non-standard schedule. Experience/Education: 1 to 3 years of call center experience required Minimum of 1 year experience in workforce management Prior knowledge of Property & Casualty licensing a plus Associate degree or higher preferred We offer you a competitive salary, day one health benefits, Company matched 401(k), community volunteer events and matching contributions, generous paid time off, and much more! Answer Financial is an equal opportunity employer. Category: Human Resources , Keywords: Workforce Real Time Analyst

Reference: 627141237

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