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Shelter Insurance Companies · 3 days ago

Workforce Optimization & Reporting Specialist

Columbia, MO - Corporate Office

Full-time

Onsite

Entry, Mid Level

2+ years exp

Shelter Mutual Insurance Company is committed to excellence in the insurance industry, and they are seeking a Workforce Optimization & Reporting Specialist. The role involves managing workforce operations to enhance performance and customer service while analyzing data for effective staffing and scheduling.

Auto InsuranceInsuranceService Industry

Responsibilities

Responsible for workforce management operations to improve performance, customer service, profitability and efficiency to ensure adequate coverage and targeted service levels are achieved throughout all hours of operation

Analyzes historical data, executes call volume forecasting and staff scheduling

Evaluates time off requests entering schedule exceptions and real-time monitoring of queues

Responsible for creation and distribution of key performance reports to management

Analyzes performance trends and makes recommendations for the most efficient and cost-effective strategies

Highlights and brings attention to trends, areas of concern and successes

Monitors customer contacts and agent status activity

Projects budgetary expenses by analyzing call center staffing, metrics, and performance to ensure proper staffing and scheduling

Stays consistent with service level goals for all customer contact centers handled by Shelter Insurance Companies

Qualification

Workforce management experienceData analysisCall volume forecastingStaff schedulingCommunication skillsOrganizational skillsInterpersonal skillsStrategic thinkingMotivational skills

Required

Self-motivated and excels in a minimally managed high profile position

Strategic thinker and tactical implementer

Analytical skills and ability to see trends and patterns in data

Ability to make sound decisions in a rapidly changing environment

Superior oral and written communication, organizational leadership, motivational, and interpersonal skills to contribute to daily operations and the ability to develop and maintain key cross-functional relationships across the organization

Strong organizational skills and the ability to prioritize workload, meet deadlines and perform multiple tasks with a high attention to detail

General educational background with a Bachelor's Degree or equivalent work experience

External candidates must have at least two years of workforce management experience or equivalent

Works under general supervision and is accountable for call volume forecasting, staff scheduling and workforce management reports

Ability to perform the essential functions of the position, with or without a reasonable accommodation

Benefits

Health, Dental, Voluntary Vision and Prescription Drug Insurance

Savings and Profit Sharing 401(k)

Paid Time Off for Sick and Personal Leave, Vacation and Holidays

Vitality Wellness Program

"Dress for Your Day" Dress Code

Flexible Scheduling

And much more!

Company

Shelter Insurance Companies

Glassdoor3.8

Shelter Insurance® is a property casualty insurance company offering auto and home insurance in addition to several other insurance products, including: Life Insurance Renters Insurance Motorcycle Insurance RV Insurance ATV Insurance Boat Insurance Umbrella Insurance Personal Articles/Inland Marine Insurance Farm Insurance Business Insurance Shelter Insurance® products are sold by agents in 14 states— Arkansas, Colorado, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Mississippi, Missouri, Nebraska, Ohio, Oklahoma and Tennessee.

Founded in 1946

Columbia, Missouri, USA

1001-5000 employees