Workforce Management Analyst

Overview

The Workforce Management Analyst analyzes real-time call center and agent performance to identify, adjust and communicate any necessary changes in call routing and staffing to achieve service level, staff productivity and adherence goals.

Responsibilities

AP Keenan, an AssuredPartners company, is a successful insurance brokerage and consulting firm meeting the insurance needs of hospitals, public entities and California school districts. AP Keenan specializes in providing consulting services in the areas of: employee benefits, workers' compensation, loss control, financial, and property & liability. We have seen continuous growth and success, and are positioned to lead the industry into the 21st century. Together, with AssuredPartners, we continue to grow at a rapid pace, and so do the opportunities for our current and future employees.   SUMMARY: The Workforce Management Analyst analyzes real-time call center and agent performance to identify, adjust and communicate any necessary changes in call routing and staffing to achieve service level, staff productivity and adherence goals.   ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.  - Monitors real-time performance of call volume, emails, AHT, staffing levels, adherence, agent productivity across multiple queues to ensure the department is in the best position to meet customer expectations - Identifies and responds to intervals that require real-time remediation tactics (i.e adjusting schedules, canceling off-phone activities, soliciting OT, adjusting call routing, etc.) - Tracks absenteeism and tardiness, absenteeism, call outs and other schedule issues - Processes and records schedule adherence exceptions submitted by call center leaders - Pre-plans schedules and tracks adherence to include optimal daily huddle meeting and training times - Evaluates time off requests and forwards recommended actions to management - Contacts agents that are out of adherence, if necessary and appropriate, to provide escalation assistance - Identifies and communicates opportunities for improving service levels to necessary leaders - Performs root-cause analysis to determine and quantify reasons for forecast variance; monitors external factors that may impact forecast volumes and communicates findings to key stakeholders - Initiates escalation processes for system outages and submits problem tickets to the Help Desk while working with IT to initiate appropriate tactics to ensure minimal service level impact - Helps drive innovation and continuous improvement in WFM, RTM and related business processes - Performs other job-related duties as assigned Competencies - Communication Proficiency - Customer/Client Focus - Leadership - Organizational Skills - Problem Solving/Analysis - Technical Capacity, specifically with online meeting platforms, e.g., Zoom, Teams. - Ability to control and command a group & encourage a positive, stimulating learning environment - Ability to Self-Manage & thrive in autonomous environment MINIMUM SUGGESTED QUALIFICATIONS:   Requires prior work force management analyst experience. Excellent verbal and written communication skills, and highly developed organizational abilities.    SOFTWARE: Proficient in Microsoft Outlook, Excel, PowerPoint and Word.  Adept at accessing business data from the Internet when required. Requires prior keyboarding experience and computer navigation. HIPAA and Medical Terminology courses or experience helpful.