Permanent General Companies, Inc.

Workforce Analyst

US-TN-Nashville
3 weeks ago
# Positions
1

Overview

Permanent General Companies, Inc., parent company of The General, is a rapidly growing leading non-standard auto insurance provider. We market our product through various channels including retail stores, independent agencies, as well as internet and phone sales. We are currently seeking qualified applicants for a Workforce Management Analyst. If you have considered starting a career in the insurance industry, this is a great opportunity! Permanent General offers an employee-friendly, fun and challenging work environment with excellent training and a well-defined career path. We pride ourselves on teamwork and quality customer service. If you do too, please check us out!

Permanent General offers a generous benefits package including medical, dental, vision, and life insurance after one month of employment; health care and dependent care flexible spending accounts, tuition reimbursement, paid time off (vacation, sick, holidays), 401(k) participation with a matching contribution, wellness initiatives and much more!

Responsibilities

This position is responsible for providing departmental performance analysis to ensure accurate, timely reporting to support business processing, decision-making and effective management of the call center. Major duties include administering and managing department workforce management reports and managing productivity with the goal of ensuring staffing and service demands within departmental service level goals.

 

Essential Job Responsibilities:

  • Utilize workforce management applications and various other tools to effectively report on and manage intra-day activities.
  • Create various interval/daily/weekly/monthly reports including but not limited to, departmental KPI performance, agent stats, headcount reports, and other ad hoc and/or recurring reporting.
  • Ensure the proper administration of the workforce management tool and keep the system updated ensuring accurate results including managing of new hires and termed employees.
  • Study and analyze real time and historical trending to make recommendations for changes, adjustments, etc.
  • Manage the vacation database, schedule change requests and address intra-day requests regarding schedules to attain SLA’s.        
  • Schedule/manage various department training, meetings, events, coaching sessions, and other offline time in accordance with meeting SLA’s.
  • Monitor schedule adherence and attendance and make immediate adjustments to actual staffing levels using various levers based on projected business needs to attain SLA’s. 
  • Produce daily analysis of department performance utilizing performance tools.
  • Proactively offer recommendations to staffing and scheduling to achieve SLA’s.
  • Communicate with management team and staff regarding scheduling demands.
  • Other duties as assigned.

 

 

Qualifications

Qualifications:

 

  • 2+ years call center experience
  • 2+ years working with workforce management software (Community, IEX, eWFM, etc.); experience with vendor/software ‘Intradiem’ preferred
  • Ability to work independently with little supervision and quickly adjust to changing priorities and demands
  • Proven analytical abilities and problem solving skills; detail oriented
  • Good organizational and time management skills
  • Strong MS Office skills with intermediate/advanced knowledge of Excel
  • Ability to communicate with all levels of employees from different departments as well as peers within the customer service department
  • Ability to maintain confidentiality

 

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