Workforce Business Analyst

Job Description

Trupanion is a leading provider of medical insurance for cats and dogs in North America. Our mission is to help the pets we all love receive the veterinary care they need. At Trupanion, we offer a collaborative, casual, and pet-friendly environment where everyone is encouraged to be themselves.

Position Summary:

The Workforce Business Analyst will be responsible for analyzing and optimizing our organization's workforce to enhance efficiency and productivity. This role involves collecting and analyzing data, generating reports, and providing recommendations to improve workforce management. The Workforce Business Analyst will collaborate with stakeholders to align staffing levels with department and business goals.

At Trupanion we believe in a flexible workplace! We know that talented pet-loving professionals are everywhere. This is a position open to candidates anywhere in the US. If you live in a 25 mile radius from our Seattle office, this will be a hybrid remote/in-office position that requires you to work from our casual, pet-friendly office 3 days a week.

Key Responsibilities Include:

• Data Analysis: Collect and analyze data to identify trends, patterns, and areas for improvement in workforce management
• Reporting: Create reports and dashboards to communicate key performance indicators related to workforce management
• Efficiency Analysis: Assess processes for efficiency and recommend process improvements and automation
• Workforce Optimization: Identify areas of overstaffing or understaffing and provide recommendations for adjustments, maintain attendance tracking tool for Contact Center
• Technology and Tools: Use specialized software and tools for data analysis and reporting
• Stakeholder Communication: Collaborate with Contact Center department and other areas of the business to understand workforce needs and communicate data-driven insights
• Department Inquiries: Inbox management for Contact Center inquiries including things like: same day schedule change requests, training schedule requests and absence management

Qualifications:

• 1 year of experience in workforce analytics or a related role is preferred
• Familiarity with call center metrics and best practices is preferred
• Strong analytical and data interpretation skills
• Proficiency in data analytics software (e.g., Excel, Tableau, etc.).
• Knowledge of labor laws and regulations
• Excellent communication and presentation skills
• Ability to work collaboratively and influence decision-making
• Detail-oriented with strong problem-solving skills
• Ability to work in a fast-paced, dynamic call center environment and have the ability to quickly pivot priorities as needed based on business needs
• Nice/inContact CXOne and Calabrio Workforce Management tools and/or Contact Center related technology systems (Avaya, Verint, Aspect, etc.) highly desired

Compensation:

• The hourly rate range for this position is $24 - $33.65 on a full-time schedule
• Along with the base salary, Trupanion employees may be eligible for monthly bonuses.
• We want all employees to be invested in Trupanion’s success, so we grant Restricted Stock Units to all new team members. Our new hire grants vest over 4 years.

Benefits and Perks:

• Full medical, dental, and vision benefits at no cost to the employee
• Four weeks of paid time off and 9 paid float holidays (you can decide which days are most important to you!)
• Five-week sabbatical after five years of employment
• Open, casual, pet-friendly, and fun office environment
• Free medical health insurance for your pet (1 dog or cat)
• Paid time off to volunteer at nonprofit organizations
• Seattle Office Amenities: Free on-site gym, free dog walking services for office pets during business hours, free parking.

For more information about Trupanion, visit https://trupanion.com/about  

Learn more about how Trupanion has revolutionized our industry and the reimbursement model: https://www.youtube.com/watch?v=vdWZ4KHiPTQ   

Trupanion is an equal-opportunity employer and embraces diversity. We are committed to building a team that represents a variety of backgrounds, abilities, perspectives, and skills.

We will ensure that individuals are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment. Please contact us to request accommodations.