Job ID #: 00088091 Location(s): DE - Wilmington Functional Area: Personal Lines Education Required: High School Diploma Position Type: Full Time Relocation Provided: None Experience Required: 1 - 3 Years
Analyzes trends within assigned operations, including call volumes, call patterns, staff productivity, and resource allocation. Uses analysis results to forecast call arrival and build staffing and scheduling plans to meet business unit goals and corporate objectives.
* Analyzes call volumes, call patterns, call trends, and staff productivity for assigned centers; uses this information to build, coordinate, and accurately maintain employee schedules. * Forecasts future workflow volume and makes scheduling adjustments based on business needs. * Monitors all time away from work for the employees (i.e.vacation, absentee tracking). * Recommends time away from work parameters, and monitors all time off. * Corresponds with employees; adjusts schedules where appropriate. * Communicates daily with managers and supervisors regarding schedules. This includes but is not limited to discussing scheduling shortages, shift changes, and soliciting overtime to fill scheduling shortfalls. * Tracks, monitors and analyzes employee adherence to assigned schedule; provides supervisory staff with appropriate feedback to share with employees. * Coordinates with supervisors and managers to identify employees who are out of adherence, so that they may be returned to a productive state. * Assists with the fulfillment of workforce guidelines. * Conducts analysis on historical data to determine appropriate shift and staffing levels on a long-term basis. * Prepares and maintains workforce management documentation. * Analyzes and provides status reports to supervisor on a quarterly basis, or as needed. * Makes recommendations to change shifts to improve service levels. * Continues to build personal skill set by participating in in-house or outside insurance / industry related courses / seminars as deemed necessary to expand product / system knowledge. * Performs other functions as assigned.
* Proficient PC skills including Windows, Excel, Word, Access. * Strong understanding of workforce management programs and ACD (Automated Call Distribution) systems. * Demonstrated communication, interpersonal skills, prioritization, problem solving and organizational skills.
* Besides some sedentary work, job duties require some or all of the following physical activities: Standing, carrying/lifting up to 10pounds, seeing and hearing, walking, reaching, pushing and pulling, and speaking, reading, and writing.
* Required job duties are normally performed in a climate-controlled office environment. May be required to work occasional nonstandard hours/shifts.
* High school diploma or equivalent. Pursuit of associate degree preferred.
* One year in a customer and performance focused environment.
* PC skills. * Intermediate math skills. * Strong written and verbal communication skills. * Demonstrated analytical and organizational skills.
Farmers is an equal opportunity employer, committed to the strength of a diverse workforce.
