What are the responsibilities and job description for the Workforce Management Analyst position at Kemper?
Location(s)
Dallas, Texas, McAllen, Texas
Details
Kemper is one of the nation’s leading specialized insurers. Our success is a direct reflection of the talented and diverse people who make a positive difference in the lives of our customers every day. We believe a high-performing culture, valuable opportunities for personal development and professional challenge, and a healthy work-life balance can be highly motivating and productive. Kemper’s products and services are making a real difference to our customers, who have unique and evolving needs. By joining our team, you are helping to provide an experience to our stakeholders that delivers on our promises.
POSITION SUMMARY:
At Kemper, our Operational vision is to deliver an efficient and effective customer experience, for which we rely on several teams, including the WFM team. Within the WFM team, the Real Time Analyst plays an important role by ensuring that we are achieving our objectives and adjusting to the real time events. The role does not simply observe what is happening on the floor, but is empowered to proactively help address issues and make changes as appropriate to ensure performance objectives (service levels, etc.) are being met.
POSITION RESPONSIBILITIES:
Manage and monitor intraday queue performance and schedule adherence. Engage with floor supervisors and managers on any deviations from schedules, including leave early, absences, modifications, processing items, etc. Proactively notify leadership/BUs of exceptions. Manage real time changes to agent schedules in WFM platform. Ensure absenteeism is properly recorded in our WFM platform. Work with IT in the event of system outages / latency. Communicate status and follow up as needed. Perform system administration duties (creating profiles in WFM, add/remove employees, etc.) Attend weekly, daily, ad-hoc staffing meetings with management and forecast/scheduling analysts. Other duties as assigned.
POSITION REQUIREMENTS:
- Bachelor's degree or equivalent.
- 2 years experience working in a Real-Time Analyst capacity or on a WFM team.
- Strong understanding of contact center best practices.
- Strong knowledge of contact center fundamentals and metrics.
- Flexible: ability to operate both strategically and tactically in a high-energy, fast-paced environment.
- Organized: high degree of organization/ability to manage multiple, competing priorities, concurrently.
- Skilled in WFM tools (e.g., Calabrio, Genesys, Aspect, etc.).
- Must have excellent oral and written communication skills.
- Sponsorship is not accepted for this opportunity
- This is an onsite position in our Dallas or McAllen, Texas office with occasional work from home opportunities after training
Kemper is proud to be an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, disability status or any other status protected by the laws or regulations in the locations where we operate. We are committed to supporting diversity and equality across our organization and we work diligently to maintain a workplace free from discrimination. Kemper is focused on expanding our Diversity, Equity and Inclusion efforts to align with our vision, mission, and guiding principles. Kemper does not accept unsolicited resumes through or from search firms or staffing agencies. All unsolicited resumes will be considered the property of Kemper and Kemper will not be obligated to pay a placement fee.
Kemper will never request personal information, such as your social security number or banking information, via text or email. Additionally, Kemper does not use external messaging applications like WireApp or Skype to communicate with candidates. If you receive such a message, delete it.
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