Travelers Workforce Consultant in Glens Falls, New York
Primary Job Duties & Responsibilities:
Analyze and prepare preset reports/MI data for Management Team and ad hoc managerial information as needed. Highlight prevalent information for management and when appropriate, make recommendations. Analyze and present daily staffing plans and anticipated call volumes to determine incremental staffing needs. Gather and analyze current and historical call data to prepare daily, weekly and monthly capacity plans used to forecast scheduling and staffing for the teams. Communicate variances and drivers from prior results. Prepare and/or revise forecasts to allow for appropriate shifts in workload based upon demand and supply variables. Monitor system and proactively assist management in dealing with real time adherence, unexpected workload and/or call volume variations. Analyze data from call management system to enact appropriate strategy to divert calls and/or staff to meet work standards and customer expectations. Communicate impact of strategy. Participate in Call Center and Workforce technology testing including validation of system updates/changes. Document processes and procedures. Make recommendations when processes and procedures should be updated. Communication changes to appropriate audience. Other duties as assigned. This position does not lead others.
Job Opening ID:
Equal Employment Opportunity Statement:
Travelers is an equal opportunity employer.
Job Specific & Technical Skills & Competencies:
Analytical Independent Detail Focus Flexible Organized Dependable Innovative perspective Proficient organization and time management skills Self-starter, self-motivator, self-disciplined knowledge of Microsoft Excel, Word, PowerPoint, and Access, a plus Experience with Aspect, a plus Ability to effectively multi-task required Strong verbal and written communication skills Ability to promote as well as contribute to a team environment Strong customer service focus
Business Analyst/Quality Assurance
Under moderate supervision provide support and direction to contact center Management Team in the areas of contact center forecasting, scheduling and capacity planning, and/or intraday management to make the best use of time, people and systems to meet the needs of the customers. This position does not lead others.
This position has the ability to work from home anywhere in the United States.
Education, Work Experience & Knowledge:
Working knowledge of contact center operations. Property Casualty insurance product and systems knowledge is preferred.
Operates standard office equipment Requires extended periods of computer use Requires extended periods of sitting
Minimum college degree or commensurate 2 years work experience in information management, finance, statistical analysis, Workforce Management, or contact center experience. Solid knowledge of Microsoft applications including Excel, Word and PowerPoint is required.
Solid reputation, passionate people and endless opportunities. That's Travelers. Our superior financial strength and consistent record of strong operating returns mean security for our customers - and opportunities for our employees. You will find Travelers to be full of energy and a workplace in which you truly can make a difference.
Hartford - Connecticut - United States
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We are committed to valuing the diversity that exists among our workforce, our business partners, our customers and our communities. With respect to our workforce, we are committed to not only increasing diversity in our hiring at all levels but also fostering an inclusive environment where all employees, regardless of race, color, religion, gender, gender identity, age, national origin, disability, veteran status, marital status, sexual orientation, genetic information or any other status or condition protected by law, can develop and thrive.
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