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Workforce Management Analyst I

Date: May 12, 2022

Location: Erie, PA, US, 16530

Company: Erie Insurance

Division or Field Office:

Customer Service Division

Department of Position: Center of Excellence Dept 

Work from:

Home Office, Erie PA

 

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

Under appropriate supervision works in the Center of Excellence command center to leverage WFO software by monitoring real time adherence and call statistics to ensure on and off phone activity is managed efficiently throughout the day to meet service levels.  Maintains communication with leadership teams to coordinate needed staffing adjustments based on current and forecasted call volumes. 

 

  • The Hiring Manager will also consider candidates for a Senior Workforce Management Analyst or Workforce Management Analyst II.  Level of position offered will be based upon the depth and breadth of selected candidate’s experience and qualifications.    

  • During the current COVID19 event, the selected candidate will work from their home. The candidate will work from the Home Office once COVID19 restrictions are lifted.

  • The hours for this position are: Sunday - 7am-1pm, Monday/Tuesday/Wednesday - 7am-3:30pm, Thursday- 7am-3:00pm, Friday/Saturday - OFF

Duties and Responsibilities

Manages real time adherence and reaches out to leadership for management of non-adherence.

 

Delivers recommendations to management for off phone scheduling, training and coaching.

 

Communicates staffing gaps to employees, supervisors and leaders to ensure proper customer service levels are met.

 

Maintains and updates daily workforce schedules.

 

Works with Directors on staffing models, recommendations for new classes and develops anticipatory planning solutions.

 

Examines historical performance call volume data by intervals, recommending staffing changes based on performance goals and daily statistics.

 

Performs database entry for accurate tracking and planning of contact center operations.

 

Makes decisions for reskilling as necessary.

 

Creates and presents various reporting information to contact center management and multiple intranet sites.

 

Processes daily reports and trackers for business partners.

 

Responsible for real-time workforce management systems including, but not limited to, assuring data integrity and real-time interfaces are operational.

 

Generates ad hoc reports to include trend analysis as requested.

 

The first seven duties listed are the functions identified as essential to the job. Essential functions are those job duties that must be performed in order for the job to be accomplished

Duties and Responsibilities (cont'd if applicable)

This position description in no way states or implies that these are the only duties to be performed by the incumbent. Employees are required to follow any other job-related instruction and to perform any other duties as requested by their supervisor, or as become evident.

Competencies

Values Diversity
Nimble Learning
Self-Development
Collaborates
Customer Focus
Job-Specific Knowledge
Cultivates Innovation
Instills Trust
Optimizes Work Processes
Ensures Accountability
Decision Quality

Qualifications

Bachelor's degree in business or related field required; or

 

Associates degree and two years' experience in contact center operations, insurance operations or related analytics required; or

 

High school diploma or GED and four years' experience in contact center operations, insurance operations or related analytics required. 

 

 

Contact center experience preferred. Workforce management reporting experience preferred.

 

Working knowledge of word processing and spreadsheet software required. Knowledge of database and presentation software preferred.

Physical Requirements

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


Nearest Major Market: Erie