Job ID #: 85964 Location(s): KS - Olathe Functional Area: Claims Education Required: Technical Degree Position Type: Full Time Relocation Provided: None Experience Required: 1 - 3 Years
Learn Why Farmers is Where you Belong!
We are looking for analytical, results-driven, customer focused individuals who want to build a rewarding career with us at Farmers!
Our vision of providing world-class personal insurance and financial solutions is a reality through the on-going dedication and commitment of our employees. Our desire to excel is reflected in our tireless efforts to evaluate and incorporate new technologies and services. Farmer’s is dedicated to not only giving back to its employee’s, but also to the communities in which we work. Farmer's is also committed to environmentally responsible business practices.
We have the following opportunity available:
Command Center Reporting Analyst
Responsible for monitoring the performance of the Customer Service Call Center to ensure service standards and customer satisfaction levels are consistently met. Monitors call volume and staffing levels and implements service escalations, in real-time, to ensure the efficient delivery of service levels. Monitors external events (weather, etc…) and pro-actively initiates plans to address. Executes intraday and skill plan as required to minimize staffing variances.
Reporting Analyst utilizes experience in aforementioned activities to examine the unique needs and concerns of the command center by developing relevant practices and procedures for preparing business reports. This includes creating and maintaining efficient and secure systems for data management and producing relevant documentation. Candidate must have a strong background in computer science and programming languages and applications, such as Visual Basic, SQL or JavaScript, as it pertains to creating customized tools and applications to handle the specific reporting needs of the business. They must possess excellent written and verbal communication skills as their customized tools and software are directly built on business feedback. Analyst must propose and develop upgrades to support technical issues and enhance efficiency as business needs change.
Must be flexible to working nontraditional shifts, which may include weekends, holidays and/or overnights.
Position Requirements: Assist in defining and developing data management tools used in daily command center operations. Identify opportunity for process improvements targeting improved customer service and organizational efficiency. Assist in the design and development, data collection and manipulation to produce internal reporting for Workforce and Call Center Metric tracking.
Here are just some of the benefits we offer: Starting Salary may range from $40,000-$50,000 depending on education and experience. 401K with Company Match up to 6% Short-term Incentive Plan Company funded retirement plan Tuition assistance (including 100% of books) Medical, dental, vision, and life insurance Company paid Short-term Disability Tremendous opportunity for growth and upward mobility Performance is rewarded – you drive your own success On-site amenities including: fitness center/shower, Game rooms, Internet bar, Learning Center, Food vendors, Employee Credit Union/ATM, and more Company Store (stamps, DVD rentals, gift cards, and more) State-of-the-Art Facility Business Casual Dress Code with Jeans on Friday Community Involvement (i.e. March of Dimes, Habitat for Humanity, Corporate Challenge, and more)
Required job duties are normally performed in a climate-controlled office environment.
Recent Achievement of a Bachelor’s degree in Information Systems, Computer Science, Database, MIS or related field; minimum of 2-year Technical degree, certifications, or equivalent work experience. Proven strong analytical and problem solving skills required. Experience in contact center workforce optimization preferred. Must be flexible to working nontraditional shifts, which may include weekends, holidays and/or overnights.
1 - 3 years
Communication Customer Orientation Technical Competence/Knowledge of Claims Personal Computer Literate Bondable Note: May work non-traditional schedule.
Farmers is an equal opportunity employer, committed to the strength of a diverse workforce.
