Wfm – Real Time Analyst

Hagerty exists to save driving. The Member Service Center department’s purpose is to welcome members into our community, serve their needs and leave a smile on their face. The Workforce Management team is a part of the Member Service Center department and operates in a strong team-oriented environment. We work together with operations leaders to balance the needs of our members, employees, and owners as it relates to forecasting and scheduling.

The Workforce Management team has an opportunity for a Real Time Analyst position. The Real-Time Analyst (RTA) team is at the forefront of agent interactions and provide insights into current performance compared to our plan, executing multiple levers to ensure the most successful outcome possible for all supported teams. The RTA team is responsible for monitoring service levels across the enterprise and acts quickly to mitigate any staffing related concerns using WFM principals (adjusting schedules in real time, updating which queue an agent may be supporting, analyzing data to provide insights, etc.) You will provide leadership teams with timely, accurate reports on intraday performance and impacts to maximize the ability for our Member Service Center to achieve their business objectives.

Ready to get in the driver’s seat? Join us!

What You’ll Do

• Continuous intra-day real-time monitoring of queue results and agent performance across all supported teams and departments.
• Oversee and assist in managing real time allocations of resources, prioritizing certain channels as necessary, and escalating requests for staffing changes when appropriate
• Communicate trends, synopsis, insights and plan of actions for performance activities multiple times per day to Hagerty’s management teams.
• Monitor real-time adherence to schedules for team members and provide feedback to leaders in real-time. Also partner with leaders on historical adherence for their team members with insights on how to improve scores.
• Review and process PTO / OT / Unplanned absences in real-time.
• Respond to WFMScheduling inbox inquiries within 24 hours.
• Make recommendations towards performance improvement topics that may require additional training / alignment and passing on suggestions to the Scheduling Analyst group for shift bidding needs.
• Authority to modify, cancel or otherwise re-prioritize planned or unplanned shrinkage as defined in Operations playbook.
• Primary point of contact for daily scheduling questions, issues or changes. Will partner with Scheduling Analysts as needed on questions
• Produces ad-hoc, daily, bi-weekly and monthly internal trend reports on a variety of topics including but not limited to Contact Volume, Average Handle Time, and Unplanned/Planned Shrinkage hours

This Might Describe You

• Drives for Results – acts decisively and quickly, sets aggressive goals and take appropriate risks.
• Applies Critical Thinking – Uses data-based analysis to guide decision making, applies critical thinking to develop options and consider impacts, demonstrates business expertise.
• Executes with Excellence – Develops and prioritizes plans that help achieve Hagerty goals, executes plans that are well-organized, efficient, and communicated.
• Takes Accountability – Takes responsibility for excellent customer experiences, holds self and others accountable for actions, shows confidence when challenged and will do the right thing even when it’s hard.
• Embraces a Growth Mindset – applies a growth mindset by seeing change as an opportunity to learn and grow, asks for and listens to feedback, proposes and takes action on new ideas.
• Demonstrates Leadership – Fosters teamwork and motivates others to perform at a higher level, aligns goals and processes to create momentum, sets clear expectations and creates a culture of development through feedback and coaching.
• Enthusiastic self-starter with a strong curiosity and desire to grow, learn and improve themselves and their role.
• Ability to work day, night, weekend and holiday shifts.
• Strategic and curious thinker.
• Strong desire to help others and proactively tackle work without being prompted or required.
• Advanced MS Excel skills (spreadsheets, formulas, charts)
• Ability to identify data abnormalities and trends.
• Ability to work effectively in a team oriented, high demand and fast paced environment
• Ability to quickly learn new systems and processes.
• Confidentiality important
• Excellent attendance and reliability
• Detail oriented; accuracy is critical
• Proven ability to multi-task

Other things to note

• This role can be worked from any U.S. location.
• Familiarity with public company requirements, including Sarbanes Oxley and key regulations, if applicable. For SOX compliant roles, responsible for designing, executing, and documenting internal controls where they have been identified as owners to prevent errors in financial reporting, processes, and business operations. Including attestation to the completeness, accuracy, and compliance of all financial reporting data, where applicable.

Say hello to Hagerty

Hagerty is an automotive enthusiast brand and the world’s largest membership organization. Along with being a best-in-class provider of specialty insurance for enthusiasts, Hagerty is also home to the Hagerty Drivers Foundation, Garage + Social, Hagerty Drivers Club, Marketplace and so much more. Committed to saving driving for future generations, each and every thing Hagerty does is dedicated to the love of the automobile.

Hagerty is a rapidly growing company that values a winning culture. We provide meaningful work for, and invest in, every single team member.

At Hagerty, we share the road. We are an inclusive automotive community where all are welcomed, valued and belong regardless of race, gender, age or car preference.  We are united by our shared passion for driving, our commitment to preserve car culture for future generations and our desire to make a positive impact in the world.

If you reside in the following jurisdictions: Illinois, Colorado, California, District of Columbia, Hawaii, Maryland, Minnesota, Nevada, New York, or Jersey City, New Jersey, Cincinnati or Toledo, Ohio, Rhode Island, Vermont, Washington, British Columbia, Canada please email recruiting@hagerty.com for compensation, comprehensive benefits and the perks that set us apart. 

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If you like wild growth and working with happy, enthusiastic over-achievers, you’ll enjoy your career with us!