iA American Warranty Group · 1 day ago
Assistant Contact Center Analyst
Addison, IN
Full-time
Hybrid
Entry Level
1+ years expiA American Warranty Group is committed to helping clients feel confident and secure about their future. As an Assistant Contact Center Analyst, you will optimize contact center performance through workforce planning, scheduling, and data-driven decision-making.
FinanceProperty & Casualty InsuranceFinancial ServicesInsuranceSmall and Medium Businesses
No H1B
Responsibilities
Assisting with forecasting call volume and supporting dynamic scheduling adjustments to ensure efficient staffing throughout the day, week, and month
Supporting workforce planning for approximately 100–155 contact center employees using scheduling and workforce management software integrated with the contact center phone system
Monitoring real‑time call flow and staffing levels through dashboards and responding to volume‑related outliers
Preparing and delivering performance reporting for contact center agents to managers and supervisors
Participating in weekly meetings and quarterly roundup meetings to review performance trends, results, and operational progress
Qualification
Required
Strong analytical and critical-thinking skills
Ability to work accurately with data, reports, and metrics
Solid organizational skills and attention to detail in a fast-paced environment
Recognized for adaptability, collaboration, and teamwork
1+ year of experience in a contact center, customer service, or claims environment
2 years of Excel experience, including building spreadsheets, performing complex calculations, and creating reports
Comfortable using or learning contact center technology and phone systems
Able to clearly explain what data and reports mean through concise, data-driven storytelling
Benefits
Flexible group insurance
Competitive pension plan
Stock purchase plan
Vacation and wellness/personal development days
Telemedicine
Employee and family assistance program
Ergonomic furniture program
Performance bonus
Discounts on iA products
And much more!
Company
iA American Warranty Group
iA American Warranty Group offers insurance and financial services.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
M
Mike Forsythe
CFO
John Laudenslager
President
Recent News
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