Workforce Management Analyst
: Job Details :

Location(s)CORP-Randolph-Chicago-IL, Dallas, Texas, Downers Grove, Illinois, Henderson, Nevada, McAllen, TexasDetailsKemper is one of the nation's leading specialized insurers. Our success is a direct reflection of the talented and diverse people who make a positive difference in the lives of our customers every day. We believe a high-performing culture, valuable opportunities for personal development and professional challenge, and a healthy work-life balance can be highly motivating and productive. Kemper's products and services are making a real difference to our customers, who have unique and evolving needs. By joining our team, you are helping to provide an experience to our stakeholders that delivers on our promises. POSITION SUMMARY:The Workforce Management (WFM) Analyst is responsible for generating and delivering optimized schedules for team members within the call centers by leveraging Workforce Management technology to analyze historical call center and agent performance. The analyst will also be responsible for monitoring intra-day performance and capturing schedule exceptions to ensure the leadership team has an accurate assessment of staffing requirements. This position will work with management and other key stakeholders to assure process changes, new service offerings/products, and initiatives are implemented seamlessly into the call center production environment.POSITION RESPONSIBILITIES:

• Acts as a mentor/trainer for other Analysts. Attends various business meetings with or in lieu of Manager.
• Forecasts staffing needs by analyzing historical call center and agent performance. Collects and maintains necessary data and works with various groups to plan and execute the staffing model.
• Analyzes, prepares, and publishes agent schedules within WFM to efficiently meet service level requirements.
• Monitors daily call volumes, service levels, and other key metrics. Recognizes and interprets trends, changes, or risks and communicates to leadership, management, and other analysts.
• Provides post-analysis recommendations on anomalies within the business and future products or services to determine potential impacts on the business; works to minimize negative impacts to the customer experience.
• Tracks, analyzes, and reports call center and agent performance using WFM tools. Works with leadership to deliver training and presentations as needed.
• Leads the planning and implementation of projects across multiple lines of business to ensure achievement of corporate objectives.
• Provides support to other analysts, resolve issues and assists other team members with complex or challenging issue resolution.
• Develops and delivers timely business and ad hoc reports.
• Schedule rotates to cover all contact center hours of operation including weekends and holidays.
• Travel may be required.
• All other duties as assigned.

POSITON QUALIFICIAITONS:

• Two to four years of workforce management analyst experience; insurance industry or a related financial services industry experience is a plus.
• Education equivalent to a college degree in an information technology related or business administration related discipline, supplemented by insurance or computer related courses/knowledge, or the equivalent in related work experience.
• Must have strong critical thinking, organizational and above average written/verbal communication skills.
• Understanding of and experience with call center technologies such as Workforce Management, ACD, Dialer, IVR, etc. as well as typical call center performance metrics and improvement initiatives.
• Position requires the ability to work effectively amidst constant interruptions.
• The ability to manage numerous projects at one time.
• Pressure to complete projects in a timely manner and ensure a high quality.
• Ability to understand and develop business requirements and work with staff at all levels to implement improvements to processes and tools.
• Ability to communicate (verbal and written) complex technical concepts to Information Technology, other Business Units and front line employees in ways each group will understand.
• Must have above average attention to detail and organizational skills.
• Skilled in Microsoft Word, Excel, and PowerPoint, with added proficiency in SQL coding (using Snowflake, SSMS, or similar), BI reporting tools (such as Power BI and/or Tableau), and statistical techniques (using Minitab or similar). Preferred experience includes data visualization and reporting.
• Sponsorship is not accepted for this position.
• The range for this position is $48,700 to $83,400. When determining candidate offers, we consider experience, skills, education, certifications, and geographic location among other factors. This job is also eligible for our Kemper benefits package (Medical, Dental, Vision, PTO, 401k, etc.)
• This is a hybrid role with regular reporting into a local Kemper office.

Kemper is proud to be an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, disability status or any other status protected by the laws or regulations in the locations where we operate. We are committed to supporting diversity and equality across our organization and we work diligently to maintain a workplace free from discrimination. Kemper is focused on expanding our Diversity, Equity and Inclusion efforts to align with our vision, mission, and guiding principles. Kemper does not accept unsolicited resumes through or from search firms or staffing agencies. All unsolicited resumes will be considered the property of Kemper and Kemper will not be obligated to pay a placement fee.Kemper will never request personal information, such as your social security number or banking information, via text or email. Additionally, Kemper does not use external messaging applications like WireApp or Skype to communicate with candidates. If you receive such a message, delete it. #LI-JO1 #LI-HYBRID