Contact Center Analyst II

Date: Mar 17, 2020

Division or Field Office:

Service Operations & Support Division

Department of Position: Center of Excellence Dept 

Work from:

 

 

At Erie Insurance, you’re not just part of a Fortune 500 company; you’re also a valued member of a diverse and inclusive team that includes more than 5,000 employees and over 2,200 independent agencies.  Our Employees work in the Home Office complex located in Erie, PA, and in our Field Offices that span 12 states and the District of Columbia.  To attract and retain the best talent, we reward our team members with competitive salaries and a very generous benefits package.

 

Position Summary

Erie Insurance is continuing to hire and is utilizing virtual interviews to ensure the well-being of our candidates and employees. Please note there may be delays in our hiring process.

 

Evaluates business needs by conducting analysis and research on contact center activity. Uses discretion to develop effective tools to forecast near- and long- term business needs for staffing, training, sourcing and other tasks related to the successful operations of the contact center. Works with employees, supervisors and leaders on scheduling time off, off phone work that align with customer needs. Proactively addresses shortfalls in staffing and schedules overtime and flexes employees schedules. Works in COE command center to leverage WFO software to identify gaps in customer needs and work with supervisors to gain resources.

Provides actionable recommendations to contact center leadership.

  • There are 2 positions available.
  • This position is based in the Home Office.
  • This position's hours are from 11-7pm, with occasional weekend and holiday coverage.
  • The Hiring Manager will also consider candidates for a Contact Center Analyst I.  Level of position offered will be based upon the depth and breadth of selected candidate's experience and qualifications.
Duties and Responsibilities

Analyzes business needs by conducting analyses of ERIE's contact center environments including, but not limited to, creating customized models to normalize data, uncover trends and develop and monitor key performance metrics to ensure high-quality contact center performance.

Consults with business leaders to understand the current challenges and goals of the contact center and to understand changing business needs. Delivers actionable recommendations to improve contact center operations. Completes and maintains forecasting and staffing models, to identify staffing needs and complete workload analysis.

Designs, builds and creates databases to uncover trends and make recommendations.

Competencies
Ability To Learn And Follow Procedures
Ability to Manage Complexity
Decision Making
Detail Orientation
Developing And Maintaining Relationships
Flexibility/Adaptability
Information Management Skills
Interpersonal Communication
Job-Specific Knowledge
Planning And Organizing
Problem Analysis
Service Orientation
Time Management
Qualifications

The minimum education and experience requirements are as follows:

 

Bachelor's degree in business or related field and two years' experience in a contact center planning/forecasting or related analytics required; or

 

Associates degree and four years' experience in a contact center planning/forecasting or related analytics required; or

 

High school diploma or GED and six years' experience in a contact center planning/forecasting or related analytics required. 

 

Working knowledge of the contact center operations environment, including experience in planning or forecasting required.  Working knowledge of workforce management principles, tools and forecasting/real-time management reports required. In-depth understanding of contact center drivers and ability to translate them into capacity/planning forecasts with budgetary consideration required. Strong knowledge of forecasting and statistical methodologies, and querying principles required. Ability to write and modify systems code preferred. Proficiency with word processing, spreadsheet, database and reporting software required. Working knowledge of Sequel and Business Objects programs preferred.

Physical Requirements
Lifting 0-20 lbs; Occasional (<20%)
Lifting 20-50 lbs; Occasional (<20%)
Lifting Over 50 lbs; Occasional (<20%)
Driving; Rarely
Pushing/Pulling; Occasional (<20%)
Manual Keying/Data Entry; Frequent (50-80%)
Climbing; Rarely


Nearest Major Market: Erie

Job Segment: Database, Technology