Combined Insurance Careers

Workforce Real Time Analyst

Chicago, Illinois
Operations/Administration


Job Description

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Combined Insurance, a Chubb Company, is seeking a Workforce Analyst to join our fast-paced, high energy, and growing company. For nearly 100 years in the insurance industry, our company has been passionate about serving our customers and providing them peace of mind and protection when they need it the most. Come build your career here, along with other positive, hard-working, talented professionals—just like you!
JOB SUMMARY:
The mission of the Combined Operations team is to provide quality service to our customers and producers that provides a competitive advantage in the market and supports revenue growth for both existing and new sales channels and markets. Our vision for Operations is to be a unified customer-focused organization emphasizing integrated service, cost effectiveness, efficiency and value.
The Operations Strategy & Performance group is responsible for developing key strategies to improve the effectiveness of our Operations in the U.S. and Canada, providing the project leadership and support needed to implement these strategies, and assisting the Operations team with thought leadership and other consulting assistance as needed. The group also provides key support activities related to operational performance, reporting and quality assurance.
The Workforce Real Time Analyst role is a key position within the Operations Strategy and Performance group reporting to the Workforce Manager. This role is focused on real time operations, agent skilling, analysis and scheduling.
SKILLS/EXPERIENCE:
  • Oversees workforce operations supporting real time management and current week scheduling needs
  • Makes proactive skill changes to meet the needs of the business
  • POC for execution on outages / DR plans / fire drills
  • Provides analysis/recommendations to improve efficiency to manager
  • Manage operational costs improvements ( skilling, OT)
  • Ensures WFM procedures are followed and the team is kept up to date on any changes
  • Stay informed of events that will impact call volume and be ready to respond with appropriate levers.
  • Responsible for real-time management situations, decide what actions to take, implement the necessary actions to activate and communicate contingency plans in both low and high call volume times as well as emergency situations.
  • Serves as primary contact for the call centers and is empowered to make decisions to meet SLA goals.
  • Partner with the vendor to understand volumes and real time impacts to operation.  Adjusts based on activities to meet SLA.
  • Consistently analyzes volumes to make decisions real-time on day-to-day operations in order to maximize work, resources and productivity.
  • This includes analyzing daily and weekly coverage reports to schedule and communicate all overtime and extra time hours, rescheduling events, time off, and cross utilization, etc. to optimize resource utilization and productivity. 
  • Communicate with all levels of management to provide direction and/or results of resources and workload movement.
  • Monitors the Verint application and agent database for real-time operations to ensure accurate staffing numbers and volumes at all times during the day.
  • Reports telecom issues and escalates as needed.
  • Proactively finds areas of continuous improvement
  • Ensure all procedures are followed and the team is kept up to date on any changes
  • Attends weekly meetings with management to discuss plans for all sites for following week and other ad-hoc responsibilities
  • Provide analytical support for special projects.
  • Perform other duties as assigned.
COMPENTENCIES:
 Problem-Solving – Takes an organized and logical approach to thinking through problems and complex issues, breaking down issues into manageable parts and looking beyond the obvious to get at root causes.
  • Solution Development – Understands business problems and requirements and develops practical, cost-effective solutions and recommendations.
  • Continuous Learning / Improvement – Demonstrates a desire and capacity to expand expertise, develop new skills and grow professionally as well as think of better ways to do things.
  • Adaptability – Ability to re-direct personal efforts in response to changing circumstances and being receptive to feedback.
  • Results Orientation – Effectively executes on plans, drives for results and takes accountability for outcomes.  Acts with urgency
  • Decision Making – Demonstrates the ability to make decisions based on business needs with little or no direction. 
  • Relationship-Building – Is helpful, respectful, approachable and team-oriented, building strong working relationships and a positive work environment.
  • Influencing Others – Ability to influence others with facts, trend analysis and other supporting data, to negotiate effectively to effect win-win outcomes, and to engage and motivate team members.
  • Business Acumen – Understands the relationship between the activity and the business / customers impacted and applies business knowledge.
 
EDUCATION:
  • Bachelor’s Degree is required 
QUALIFICATIONS:
  • 1 to 3 years of operations management or workforce real time experience, preferably in multi- skilled contact centers with at least 50 employees
 
OUR BENEFITS
As a Combined corporate employee, you have access to one of the most comprehensive benefit plans in the business, designed to meet your needs and help you reach your financial goals. Our Company is committed to supporting its employees with a comprehensive compensation package that is appropriate in the market where they work. Below are several of the many benefits we offer our employees: 
Health insurance
Dental insurance
Tuition reimbursement
A company-match 401(k) plan
Disability insurance
Life insurance
Employee referral bonuses
ABOUT COMBINED INSURANCE
Combined Insurance is a leading provider of individual supplemental accident, disability, health and life insurance products. With a field sales force and corporate staff in excess of 5,000 people worldwide, Combined Insurance meets the growing coverage needs of policyholders around the globe. We pride ourselves on being customer-centric, people-driven, accountable, performance-minded, and ethical. We invest in our employees and take the time to focus on their development, needs and career aspirations.
Our parent company is one of the world’s largest multiline property and casualty insurers. With operations in 54 countries, the Company provides commercial and personal property and casualty insurance, personal accident and supplemental health insurance, reinsurance and life insurance to a diverse group of clients.
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Travel - No
Job Posting - Nov 15, 2018, 12:39:14 PM