Workforce Management Analyst
About the role
Creating a world-class customer experience is critical to Ethos’ mission and will continue to determine our growth and success in the life insurance industry. We are looking for a Workforce Management Analyst who can help enable our Customer Experience (CX) teams to deliver this experience by helping create and maintain critical CX processes
Duties and Responsibilities:
Partner with managers and other stakeholders to ensure the highest level of performance for our support and operations teams
Use metrics, your own analysis, and other feedback mechanisms to develop forecast models for support team volumes based on historical data, seasonal trends, and product launches
Scheduling of resources for different focus areas and support channels to maximize coverage of customer interactions across all support channels
Conduct analysis and real time monitoring of support team members’ performance and schedule adherence
Strategize and develop new processes to monitor productivity and performance for support teams
Uncover and review actionable data-driven insights with management to drive informed decisions, improve the customer experience processes, fuel overall productivity, and improve customer satisfaction
Design internal processes and help implement new software and systems to drive productivity and automation at scale to better manage a large team of support reps
Partner with leadership to gather required data inputs required to track data and translate data into useable insights
Stay current on the latest industry trends, tools, and techniques to ensure we’re implementing solutions and creating processes that will help provide the best customer experience possible
Qualifications and Skills:
3+ years experience as an operations professional with at least some experience specifically in workforce management operations
Extreme attention to detail with an analytical approach to problem solving and process development
Ability to think strategically, identify key business issues, and develop innovative solutions to complex problems
Proficiency in analyzing data, interpreting metrics, and generating actionable insights; strong knowledge and experience with Excel or Google Sheets is an absolute requirement
Expertise in identifying inefficiencies and leading process improvement initiatives
Strong communications skills with the ability to articulate messages to a variety of stakeholders and audiences
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