Senior Workforce Management Analyst Job at Pure Insurance
About the role.
We are seeking a highly motivated and engaged workforce management analyst who will transform business insights into effective staffing solutions. Our Service teams interact with members and brokers through various channels, all of which warrant a uniquely exceptional service experience. This role will be accountable for ensuring that our Service teams are available when and how our members and brokers need us, whether it’s to answer a billing question, create a new claim, or process an endorsement. This role will leverage analytics to define staffing and work distribution plans that allow us to meet service expectations while continuously pushing ourselves to get better. The Senior Workforce Management Analyst will report to the AVP, Service Excellence. The role may require travel to our White Plains, NY headquarters and other PURE offices.
What you’ll do.
- Partner with Service leaders to understand current service level goals to ensure successful execution today, as well as opportunities to deliver excellence beyond current targets
- Share staffing recommendations with service leaders that will drive measurable progress in speed to answer, service level, and productivity
- Enable a superior member and broker experience by effectively delivering real-time (intra-day) resource management
- Create balanced work schedules that enable our service teams to support our members when they need us most
- Explore creative staffing solutions for weekend and evening coverage that facilitate scalability across service teams
- Help the service organization take a data-driven approach to staffing decisions, including partnering with analytics resources to develop workforce management reporting
- Support Service-specific initiatives aimed at improving capacity management and resource utilization
Position Requirements.
- 3-5 years of workforce management, forecasting, or other relevant analytical experience
- Proven analytical skills; including the ability to influence staffing decisions as a result of thorough data analysis
- Eagerness to broaden analytical skills, establish WFM subject matter expertise, and drive action plans/ recommendations alongside service leaders
- Strong collaboration, influencing, and communication skills
- Operates with empathy, creativity, and an eagerness to fulfill PURE’s service commitments
- A Bachelor’s Degree is required
- Consistently demonstrates PURE principles
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