Jewelers Mutual Group, United States and Canada’s leading insurer, risk advisor, and technology provider for the jewelry industry is hiring a Workforce Opt Analyst I.

WHY JM:

We are a financially secure, exceptionally positioned, and intellectually curious company driven by our core values of Agility, Accountability and Relevancy! We continue to raise the tide of the jewelry industry we’ve served since 1913 through our innovative people, our unyielding customer commitment, and evolution of our products and services to be the most trusted advisor to all we serve.

With a generous benefits package, office locations throughout the United States, and a mantra of “making your mark today”, consider evolving your career and shining bright with Jewelers Mutual Group!

SUMMARY:

This position plays a key role in all workforce management functions for the Customer Care Center. Provides monitoring, evaluating, and managing of real-time activities in order to meet service level expectations for Personal Lines Customer Care staff. Creates schedules and aligns staffing to forecasted needs. Assists in forecasting, staff planning and trend analysis. Works with leadership and technology to set appropriate call routing for skills and agents. Participates in continuous improvement and efficiency efforts for Personal Lines Operations. Strives to balance both business and employee needs as a way of maintaining a positive environment. Works closely with Personal Lines leadership in Customer Care.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Scheduling and Service Level Expectations:
  • Real-time evaluator of service levels (off-phone activities, adjusting breaks/lunches, etc. to meet service level expectations)
  • Monitor and respond to all requests for schedule adjustments including PTO requests, shift changes, etc.
  • Identifies adherence fluctuations, monitors occupancy and AHT
  • Works with WFO Manager on same-day adjustments to forecast based on upward or downward trends
  • Responsible for on-going administration of WFM tool including creation of profiles, schedule changes and real time monitoring
• Reporting and Forecasting Expectations:
  • Analyzes data and provides reports that support suggestions for overall improvement of business needs.
  • Compiles call volume, average handle time and performance data.
  • Creates, maintains, and distributes routine and ad hoc reports.
  • Assists in projecting call volume, AHT and staffing needs, both short-term and long-term.
• Works with leadership and technology to set appropriate call routing for skills and agents.
• Knowledge expert on Workforce Optimization system and provides back-up in Workforce Optimization Manager’s absence.
• Growth Expectations:
  • Supports unit, department, divisional and organizational initiatives and may assist or lead initiatives or projects.
• Adapts to changing priorities and demonstrates friendly professionalism.
• Proven ability to multi-task and prioritize competing needs of multiple, rapidly evolving initiatives.
• Strong analytical skills, adept in data mining, data analysis and data presentation.
• Eager to work with others across the organization and continually works to develop and strengthen these relationships.

PRINCIPAL WORKING RELATIONSHIPS

Internal: Customer Care team, IT (telephony), Actuarial (reporting)

SUPERVISORY RESPONSIBILITIES

None

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

COMPETENCIES

• Thought Leadership – Makes sound decisions
• Thought Leadership – Acts strategically
• People Leadership – Establishes relationships
• Results Leadership – Meets customer needs
• Personal Leadership – Establishes trust
• Personal Leadership – Shows adaptability
• Personal Leadership – Learns continuously

EDUCATION AND/OR EXPERIENCE

High School diploma; and two to four years of related experience and/or training; or equivalent combination of education and experience.

Interaction center experience, above average skill level in Excel, process improvement experience

COMPUTER SKILLS

Proficiency in Microsoft Office, including Outlook, Word and Excel.

CERTIFICATES, LICENSES, REGISTRATIONS

None.