Full-Time

Workforce Real-Time Analyst

Remote

Posted on 12/11/2022

Assurance IQ

Assurance IQ

1,001-5,000 employees

Personalized insurance and loan guidance services

Financial Services
Data & Analytics

Junior

Remote + 1 more

Requirements
  • Minimum of two years' experience in performing workforce management functions (specifically real-time management)
  • Ability to demonstrate a strong understanding of how planning/forecasting staffing requirements translate to the creation of optimal schedules and real-time (intra-day) management to support multi-department contact center operations
  • Experience with Workforce Management software including scheduling, performance tracking, and reporting; plus, a willingness to learn new software applications (required)
  • Must have a good working knowledge of Excel and can create, organize, and analyze data in a structured manner
  • Ability to make decisions specific to any situations, especially when encountering unexpected obstacles
  • Excellent analytical, written, and oral communication skills with the ability to effectively communicate to all levels of leadership
  • High attention to detail and timelines, occasionally under time pressure while tackling several tasks at once
  • Ability to work occasional evenings and weekends to meet deadlines
Responsibilities
  • Monitor real-time adherence and effective management of the incoming and outbound phone volume
  • Provide feedback to leadership to ensure on-phone and off-phone activity is managed efficiently throughout the day
  • Monitor/track call outs, tardiness, and PTO. Entering real-time exceptions into workforce management tracking system (absence, tardiness, trainings, meetings, overtime, etc.)
  • Provide daily, biweekly, and monthly intra-day performance and historical trends reporting to leadership
  • Perform run-rate calculations to compare forecast to intra-day volume to help identify real time volume trends
  • Work with contact center leadership on agreed SLAs and always ensure the best customer experience
  • Work with the sales, post-sales, and support teams to influence customer satisfaction for both consumers and agents
  • Audit and maintain the integrity of data in workforce management tool and related databases
  • Coordinate with other departments to manage outages and special campaigns and ensure required non-phone activities are properly prioritized within acceptable time frames
  • Identify changes in call volume and reallocate resources when workload requires, recommend real-time schedule changes, and identify efficiency opportunities
  • Monitor real-time adherence to schedules and help alert and adjust for outages, staff shortages, and unplanned events
  • Monitor, action, and report on intraday service level to deliver a balanced customer experience
  • Partner with floor managers to address any deviations from schedules including lates, leave early, absences, etc
  • Other duties and tasks, as assigned

Assurance IQ offers personalized insurance and loan guidance, utilizing data science and machine for learning to tailor coverage options for individual needs. Licensed insurance agents leverage these technologies to assist customers in making decisions tailored to their unique requirements, aiming to protect their financial and personal well-being.

Company Stage

N/A

Total Funding

N/A

Headquarters

Seattle, Washington

Founded

2016

Growth & Insights
Headcount

6 month growth

0%

1 year growth

0%

2 year growth

34%

Benefits

Top-Notch Health Benefits - Our insurance includes comprehensive medical, dental, vision, plus we offer Weekly Wellness Sessions to help reduce stress and improve focus.

Competitive Compensation - Our salaries are competitive and many include a bonus plan. All employees get access to a 401K so you can invest in financial wellness.

Time When You Need It - We offer generous vacation time. We also offer 16 weeks of paid parental leave.

Unmatched Growth Opportunities - Advance your career rapidly with leadership development training, coaching, and a culture of candid feedback and internal promotion.

Career Development - Never stop learning with access to continuing education opportunities like Assurance 101 and Assurance University.

Day-to-day Your Way - Create a comfortable home office with a company laptop and peripherals provided. We also offer commuter benefits for those coming to an office.

INACTIVE