Lead Capacity Planning Coordinator (Primarily Home)

You will report to the Senior Manager Data Analytics. You will manage the real-time staffing of our internal call center. You will communicate performance results and collaborate with supervisors to identify necessary staffing adjustments. You will manage the scheduling processes to ensure appropriate call center staffing and performance. You will create, load, maintain, and review the work schedule for all employees. You will help conduct and communicate the bidding process for shift, vacation, holiday, and alternate holiday schedules.

Position Compensation Range:

$25.00 - $36.05

Pay Rate Type:

Hourly

Compensation may vary based on the job level and your geographic work location. Relocation support is offered for eligible candidates.

Primary Accountabilities

• You will analyze historical data, business plans and other factors to develop forecasts of both on-telephone and off-telephone work for the contact centers.
• You will work with the planning or metrics functions to develop capacity models.
• You will prepare and communicate daily and weekly call and production work reports for leadership and managers.
• You will provide call performance reports and act as the primary care center contact for corporate inquiries.
• You will conduct analysis and provide recommendations for appropriate staffing and scheduling plans.
• You will report on and optimize work schedules and ongoing adjustments and improvements to staff levels, skill groups and workload balancing.
• You will guide seasonal, holiday and pattern demand accuracy.

Specialized Knowledge & Skills Requirements

• Demonstrated experience providing customer-focused solutions support.
• Demonstrated experience call center automation systems.
• Demonstrated understanding of call center operations.
• Demonstrated experience with workforce modeling and forecasting in a call center environment.
• Knowledge in SQL or Python preferred but not required.
• Proficient in Microsoft Office and other related applications.
• Demonstrated experience working with workforce management systems.

In this primarily remote role, you will spend 80% of your time (4 days per week) working from home, proximate to one of our office locations. On occasion you may be asked to travel to an office location for in person engagement activities such as team meetings, trainings, and culture events.

These offices are located in:

Madison, WI 53783; Boston, MA 02110; Denver, CO 80112; Eden Prairie, MN 55343; Keene, NH 03431; St. Joseph, MO 64507; Phoenix, AZ 85034.

Internal candidates are encouraged to apply regardless of location and will be considered based on the needs of the role.

Travel Requirements

• Up to 10%.

Physical Requirements

• Work that primarily involves sitting/standing.

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We encourage you to apply even if you do not meet all of the requirements listed above. Skills can be used in many different ways, and your life and professional experience may be relevant beyond what a list of requirements will capture. We encourage those who are passionate about what we do to apply!

We provide benefits that support your physical, emotional, and financial wellbeing. You will have access to comprehensive medical, dental, vision and wellbeing benefits that enable you to take care of your health. We also offer a competitive 401(k) contribution, a pension plan, an annual incentive, 9 paid holidays and a paid time off program (23 days accrued annually for full-time employees). In addition, our student loan repayment program and paid-family leave are available to support our employees and their families. Interns and contingent workers are not eligible for American Family Insurance Group benefits.

We are an equal opportunity employer. It is our policy to comply with all applicable federal, state and local laws pertaining to non-discrimination, non-harassment and equal opportunity. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.

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