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Workforce Analyst

The Intraday Analyst is responsible for proactively monitoring and managing contact center intraday performance and progress toward fulfilling client contractual obligations efficiently.  This role encompasses some real-time monitoring, reviewing metrics, and making expert recommendations for improving staffing, optimization of SLAs, and increasing efficiency.

  • Ensure appropriate levels of planned non-working shrinkage (e.g., PTO)
  • Analyze and provide feedback on service level performance outcomes.
  • Actively adjust resource allocation in real-time to meet efficiency and service level targets.
  • Proactively plan skill and support changes as needed to ensure contact center KPI and SLA targets can be met as efficiently as possible.
  • Adjust intraday forecasts by analyzing call volume, Average Handle Time (AHT), and shrinkage patterns..
  • Work closely with Operational Partners to schedule offline activities, ensuring business and client needs are met.
  • Evaluate and approve requests for Paid Time Off (PTO), VTO, and Overtime (OT).

Requirements:  

  • 0 to 2 years of experience with workforce management in a multi-skill, multi-site contact center environment.
  • Experience with workforce management applications and optimization tools.
  • Strong analytical, communication and organizational skills.
  • Advanced knowledge of Excel.
  • Experience as customer care specialist is a plus!

Any posted pay range considers a wide range of compensation factors, including candidate background, experience, and work location, while also allowing for salary growth within the position.

Helping People Thrive in a Connected World
Connect with us. Bring us your best work and your brightest ideas. And we’ll bring you a place where you can thrive. Learn more at jobs.assurant.com.

For U.S. benefit information, visit myassurantbenefits.com. For benefit information outside the U.S., please speak with your recruiter.

What’s the culture like at Assurant?
Our unique culture is a big reason why talented people choose Assurant. Named a Best/Great Place to Work in 13 countries and awarded the Fortune America’s Most Innovative Companies recognition in 2023, we bring together top talent around the world. Although we have a wide variety of skills and experiences, we share common characteristics that are uniquely Assurant. A passion for service. An ability to innovate in practical ways. And a willingness to take chances. We call our culture The Assurant Way.

Company Overview
Assurant is a leading global business services company that supports, protects, and connects major consumer purchases. A Fortune 500 company with a presence in 21 countries, Assurant supports the advancement of the connected world by partnering with the world’s leading brands to develop innovative solutions and deliver an enhanced customer experience through mobile device solutions, extended service contracts, vehicle protection services, renters insurance, lender-placed insurance products, and other specialty products.

Equal Opportunity Statement
Assurant is an Equal Employment Opportunity employer and does not use or consider race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by federal, state, or local law in employment decisions.

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