This position plays a key role in all workforce management functions for the Customer Care Center. Provides monitoring, evaluating, and managing of real-time activities in order to meet service level expectations for Personal Lines Customer Care staff. Creates schedules and aligns staffing to forecasted needs. Assists in forecasting, staff planning and trend analysis. Works with leadership and technology to set appropriate call routing for skills and agents. Participates in continuous improvement and efficiency efforts for Personal Lines Operations. Strives to balance both business and employee needs as a way of maintaining a positive environment. Works closely with Personal Lines leadership in Customer Care.

WHY Jewelers Mutual: 

We are a financially secure, exceptionally positioned, and intellectually curious company driven by our core values of Agility, Accountability and Relevancy! We continue to raise the tide of the jewelry industry we’ve served since 1913 through our innovative people, our unyielding customer commitment, and evolution of our products and services to be the most trusted advisor to all we serve.

With a generous benefits package, office locations throughout the United States, and a mantra of “making your mark today”, consider evolving your career and shining bright with Jewelers Mutual Group!

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Real-time evaluator of service levels (off-phone activities, adjusting breaks/lunches, etc. to meet service level expectations).
• Monitor and respond to all requests for schedule adjustments including PTO requests, shift changes, etc.
• Identifies adherence fluctuations, monitors occupancy and AHT.
• Works with WFO Manager on same-day adjustments to forecast based on upward or downward trends.
• Responsible for on-going administration of WFM tool including creation of profiles, schedule changes and real time monitoring.
• Analyzes data and provides reports that support suggestions for overall improvement of business needs.
• Compiles call volume, average handle time and performance data.
• Creates, maintains, and distributes routine and ad hoc reports.
• Assists in projecting call volume, AHT and staffing needs, both short-term and long-term.
• Works with leadership and technology to set appropriate call routing for skills and agents.
• Knowledge expert on Workforce Optimization system and provides back-up in Workforce Optimization Manager’s absence.
• Supports unit, department, divisional and organizational initiatives and may assist or lead initiatives or projects.
• Adapts to changing priorities and demonstrates friendly professionalism.
• Proven ability to multi-task and prioritize competing needs of multiple, rapidly evolving initiatives.
• Strong analytical skills, adept in data mining, data analysis and data presentation.
• Eager to work with others across the organization and continually works to develop and strengthen these relationships.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Leadership Responsibilities

None

Qualifications

• High School diploma and two to four years of related experience and/or training; or equivalent combination of education and experience.
• Proficiency in Microsoft Office, including Outlook, Word and Excel.

Certificates, Licenses, Registrations

None.

Physical Requirements

• Prolonged periods sitting at a desk and working on a computer.
• Occasionally required to stand; walk; use hands to finger, handle, or touch objects or controls; and talk or hear.