We Insure, LLC. is an independent insurance franchise that takes immense pride in providing like-minded entrepreneurs with successful agency ownership. With more than 200 agency locations in 35 states, We Insure continues to grow rapidly and supports our agency owners, customers, and carriers by facilitating faster service, greater efficiencies, better choices, and improved bottom lines. What makes We Insure stand out: we are data-driven for better value and people-led for better service.
And our leadership is seeking more highly motivated, career-driven people to help lead our efforts! We Insure has received countless awards including Jacksonville Business Journal’s Best Places to Work and Fastest-Growing Private Companies, and Inc.’s 5000 Fastest Growing Companies. If you are looking for a long-term career in a supportive, goal-driven, growth environment with a company that believes in developing its people, We Insure is the right fit for you and we encourage you to apply today!We are currently seeking a skilled Client Experience Operations Analyst to assume the role of Intraday Workforce Oversight.
This position is critical in managing real-time workforce operations to ensure optimal staffing levels and enhance overall client service efficiency.
Duties/ Responsibilities:
Monitor real-time contact volumes, service levels, and staffing requirements to ensure alignment with operational targets and client expectations.
Adjust intraday staffing levels and schedules to respond to unforeseen variations in volume to maximize resource efficiency and meet service level agreements.
Communicate effectively with management and operational teams regarding intraday performance and necessary adjustments.
Utilize workforce management software to analyze trends and make data-driven decisions.
Develop and maintain reports that track workforce performance, identifying areas for improvement and successful strategies.
Collaborate with other departments to implement workforce strategies and operational changes.
Provide rapid responses to workforce issues, utilizing a thorough understanding of contact center dynamics.
Ensure compliance with company policies and legal standards in all workforce management practices.
Required Skills/ Abilities:
Proven experience in workforce management, particularly in a contact center or client service environment.
Proficiency with workforce management software (such as Genesys, Verint, Aspect, AWS).
Strong analytical skills with the ability to interpret complex data.
Exceptional communication and interpersonal skills, with the aptitude for effectively disseminating information and collaborating across teams.
Excellent organizational skills and the ability to manage multiple priorities in a dynamic, fast-paced environment.
Experience in real-time operations management preferred.
Advanced certification in workforce management or related field preferred.
Education and/or Experience:
Bachelor’s degree preferred or equivalent of experience requirement met
2-5 years experience in management of data and analytics in a client service environment
Work Environment:
This job operates in a fully remote environment
Why join the We Insure Team? The We Insure Difference:
- Medical, Dental, Vision, Life, Pet; Flexible Spending Account
- Competitive Salaries
- 401K Match
- Work-Life Balance: Personal Days, PTO Days, 12 Paid Holidays, Two Paid Days for Volunteer Service, Paid Parental Leave
- Short and Long-Term Disability
- Employee Support Programs, Including Mental Health
- Tuition Reimbursement
- Matching Charitable Gift Program
- Lucrative Referral Program
- Commuter Benefits
- Flexibility: Remote and Hybrid Opportunities Available
This position is not able to be performed in California, Colorado, New York or Washington.#P6InsurTech
