Farmers Insurance Workforce Management Real Time Analyst in Austin, Texas
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Provides business updates, data analysis and basic technical assistance to support overall strategic, business and operational planning, performance measurement, monitoring and reporting. Under direct supervision, performs work assignments and provides problem resolution to support other team members.
Location: 15700 Long Vista Dr., Austin, TX 78728 *Hours: Monday through Friday 6:30 AM -11:00 PM, Saturday and Sunday 8:00 AM -8:00 PM. Must be comfortable working evenings and weekends. *
Essential Job Functions * Monitor and react to fluctuations in call volume (including partner). * Manage and adjust call routing when unusual call patterns exist. * Perform agent skill set administration. * Monitor agent schedule adherence & AHT metrics. * Monitor intraday results & make recommendations to utilize capacity or execute contingency plans. * Coordinate with leadership to assist in making decisions regarding overtime, voluntary time off and other off phone activities. * Analyze daily and historical performance data to identify trends and provide recommendations to leadership and Workforce Management team. * Facilitate opening trouble tickets and escalating where appropriate. * Provide timely updates to leadership regarding status of issues, estimated resolution and actions to mitigate.
High school diploma required. Four year degree or an equivalent combination of experience and relevant professional certifications is strongly preferred.
Two years of relevant WFM/real time analysis experience is required.
Special Skill Requirement
PC skills including use of word processing, spreadsheet, presentation and desktop publishing applications.
Farmers is an equal opportunity employer, committed to the strength of a diverse workforce.
Job: *Strategic Management & Administration
Organization: *Farmers Insurance
Title: Workforce Management Real Time Analyst
Requisition ID: 1900003T