Workforce Management Scheduling Analyst – Akron, OH – Homesite Insurance

Workforce Management Scheduling Analyst – Akron, OH – Homesite Insurance

Posted On: 03-02-2017
Position Title: Workforce Management Scheduling Analyst
Job Location: Akron, OH
Apply Online at: https://homesite.com/careers.htm

Or contact: Danny Webb   danny.webb@homesite.com

Job Summary:

In a call center environment, this position is responsible for creating optimized schedules and managing off-phone activities to ensure  the right number of agents at the right times in their seats to answer an accurately forecasted volume of incoming calls at the desired service level.

 

Job Responsibilities:

  • Assists in developing agent schedules for core and non-core lines of business
  • Management of time-off requests related to PTO, VTO and FLEX
  • Coordinate with leadership to schedule and optimize off-phone activities
  • Interval analyses to uncover drivers for gaps/overages
  • Focus on continual schedule optimization
  • Intraday management of agent states to ensure optimal utilization and SLA attainment
  • Proficient with WFM applications (IEX, Community, Verint, etc.)
  • Provide creative solutions to intricate problems with a focus on the customer

 

Skills/Knowledge/Abilities:

Three to five years of WFM experience required

Bachelor’s degree or an equivalent combination of education and work experience

SWPP Certification preferred

Proficiency with WFM software applications (IEX, Community, Verint)

Strong communication skills

Highly organized,

Proven performance in a fast paced, growth work environment

Goal-oriented and results driven

 

Homesite Insurance

Akron, Ohio

 

Apply Online at:

https://homesite.com/careers.htm

Or contact:

Danny Webb

danny.webb@homesite.com