Workforce Management Consultant
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.
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 could be placed in any of our PI CSS Business Centers (Hartford, Glens Falls (NY), Knoxville (TN), Richardson (TX), Spokane (WA)).
Hartford - Connecticut - United States
Glens Falls - New York - United States, Knoxville - Tennessee - United States, Richardson - Texas - United States, Spokane - Washington - United States
Actuarial and Analytics, Business Analyst/Quality Assurance, Corporate Services/Other, Customer Service
Entry Level, Experienced/Professional
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.
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.
Education, Work Experience & Knowledge
Working knowledge of contact center operations. Property Casualty insurance product and systems knowledge is preferred.
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
Operates standard office equipment Requires extended periods of computer use Requires extended periods of sitting
Equal Employment Opportunity Statement
Travelers is an equal opportunity employer.