Job Summary:
The Operations
- Workforce Mgmt. - Senior Associate is responsible for call center scheduling (in real time), real-time queue management, and ensuring associates are in the correct place at the correct time. This position is for the closing shift (Until 6 PM PST).
Key Responsibilities:
- Compiles data on call center operations by pulling records from multiple databases, gathering information on a wide range of metrics and building specialized reports to provide a comprehensive view of Call Center performance and relevant statistics
- Interprets records and compiles information by conducting in-depth analysis of call center data, reviewing statistics to ensure validity and identifying patterns and trends to translate raw data into actionable information for the benefit of Call Center leadership
- Shares analyses and findings by developing reports, creating business review presentations and communicating with business leaders to inform on call center operations and provide detailed resources in support of business objectives
- Actively identifies areas for continuous improvement, and communicates ideas on implementing improvements
- Contributes to increased efficiency and effectiveness of call center operations by communicating trends, identifying issues and recommending fact-based strategies to improve workforce management
- Oversees daily activities related to assigned area of responsibility within department
Supervisory Responsibilities:
This job does not have supervisory duties
Preferred Qualifications:
Education and Experience
- High school diploma or equivalent experience
- 3 or more years of experience
Certificates, Licenses, Registrations
- None
Functional Skills
- Data extraction, analysis and reporting
- Applied knowledge of technology, techniques and methodologies for mining database information
- Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint)
- Applied knowledge of principles and methodologies for analyzing data from multiple sources and compiling findings into usable reports
- Terminology, function and fundamental capabilities of common computer, software, information and communication technology devices, components, and concepts
- Must possess effective verbal and written communication skills
Integon, a Great Place to Work, provides innovative technology and customer support services to major personal lines insurance providers, including Fortune 100 companies rated A+ (Superior), by A.M. Best, for financial strength.
