Pets Best Insurance Services, LLC · 4 hours ago
Workforce Management Analyst
Insider Connection @Pets Best Insurance Services, LLC
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Responsibilities
Present staffing plan forecasts to operational leaders for an assigned set of Pets Best business units.
Supports existing Lines of Business’ and new lines as they are added.
Identifies best plans for utilizing scarce FTE resources in the most advantageous manner insuring appropriate balancing of service level requirements, shareholder return, and Pets Best business goals and objectives.
Excellent risk management judgment skills are required since the new hire recruiting and training lead-time is 3 to 5 months into the future.
Monitors service center actual metrics versus predicted to ensure staffing forecasts are synchronized with current operational plans and objectives.
Performs root cause analysis on staffing forecast variances and makes adjustments to the staffing models as needed to ensure staffing metric forecast accuracy performance is within an acceptable tolerance.
Works with site / client to provide all program related demand forecasts and staffing impact estimates (marketing campaigns, risk or pricing changes, efficiency programs).
Communicates the demand forecast and staffing plans to stakeholders and is the primary point of contact in support of the forecast / staffing plan.
Provides analytical advisory and ad hoc / independent analysis in evaluating trends in metrics that impact the demand and staffing forecast.
Updates demand forecast & staffing models as needed with appropriate attention to detail and balancing of staffing versus requirements.
Provide additional value-added analysis of service center operations and metrics.
Facilitates creation of the demand forecast and staffing plans used in development of the Financial Operating Plan.
Performs other related special assignments as may be required.
Qualification
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Required
2+ years of planning or analytical experience in a call center environment
Intermediate/advanced Microsoft Office proficiency (Excel, PowerPoint) to include ability to develop spreadsheets using complex formulas and pivot tables
Preferred
2+ years of forecasting, staffing, planning, and reporting in a call center environment
BS degree preferably in a quantitative field of study or equivalent experience
Should be effective at managing priorities and developing “out-of-the-box” staffing strategies
Must possess excellent verbal / written communication skills, interpersonal skills, and presentation skills
Company
Pets Best Insurance Services, LLC
Pets Best provides peace of mind and financial relief for owners of pets who need veterinary care. We are always accessible to our policyholders.
Funding
Current Stage
Growth StageTotal Funding
unknown2024-03-06Acquired
Recent News
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