What are the responsibilities and job description for the Workforce Analyst, Member Services position at AAA Life Insurance Company?
Overview
AAA Life Insurance is GROWING and adding a Workforce Analyst to the team! The Workforce Analyst is responsible for supporting all workforce analytics, including scheduling, forecasting, and capacity planning for Member Services, which is a high volume inbound call center. Applies historical data along with outside input to develop schedules to ensure that the staffing across the enterprise will allow the business to meet or exceed service levels and performance objectives. Acts as a key liaison for all staff schedule-related issues, and works directly with our business partners to ensure the optimization of scheduling in order to create a positive Member experience while maintaining an efficient contact center.
This is an analytical, data driven role.
Responsibilities
Position Responsibilities:
- Tracks and analyzes call flows, patterns, and service levels
- Performs trend analysis of call center data to project future growth
- Analyzes statistical data related to forecasted call volumes
- Creates daily intra-day forecasts, weekly forecasts, and monthly forecasts
- Builds forecast variance reporting
- Produces intra-day interval level staffing projections that incorporate forecasted call volume, Average Handle Time (AHT), service levels, and net staffing
- Schedules and enters exceptions for activities such as training, meetings, and other off-phone activities
- Maintains new hire schedules and vacation thresholds
- Schedule overtime, PTO, meeting, and training around forecasted call volume to ensure call center service levels are met
- Monitor call center activities to ensure service levels are being met and recommend intraday schedule changes to meet service levels
- Maintains Workforce management software; includes setup of new associates, changes to department and supervisor, and removal of associates upon resignation/termination
- Crafts monthly capacity plans including call volumes, AHT, schedule adherence, availability, shrinkage, Full Time Equivalent (FTE) required, actual FTE, attrition, hiring, and other metrics.
- Becomes the expert on the functionality of the Work Force Management software in order to ensure that the business is maximizing the tool’s capability
- Attends meetings, functions, and seminars in order to keep current on changes in the field of workforce management
- Must be able to maintain a flexible work schedule in order to meet business needs, to include irregular hours, weekends and holidays as needed
Qualifications
• A minimum of two (2) years of call center experience; understanding of basic call center metrics, processes, and practices• Experience with workforce management products (Cisco, IEX, Aspect, Blue Pumpkin, etc.)• Experience with utilizing and implementing methodologies for call centers with multi-skill and multi-channel complexity• Intermediate knowledge of MS Office software such as Excel, PowerPoint, and MS-Project, or an equivalent project tracking tool• Ability to meet deadlines and complete tasks with minimal supervision• Excellent verbal and written communication skills• Excellent analytical and problem solving skills
What We Offer:
- A collaborative, energetic work environment where you can put your passion for people to work
- Medical, Dental, Vision, Life and Disability coverage available day one
- Pension Plan
- Performance-based incentive plan
- 401k available with a Company match
- Holidays and Paid Time Off
- AAA Basic Membership
