At Aviva, we are unlike most insurance providers... we build our business around people, not policies. We are building our company around you. We have nearly 1 million customers in the U.S., but there is only one you. In a world of “me first” thinking, we put our customers at the center of everything we do. The proof is in the little things we do differently that bring humanity back to insurance.
How would you like to be a part of our journey? The Workforce Analyst/Sr. Specialist position is a key role within our contact center and will directly influence our customer service initiatives from behind the scenes. If you have experience with this type of role we look forward to reviewing your application!
NOTE: We have 2 openings - 1 must be filled in West Des Moines (WDM), IA and the other can be either Topeka, KS or WDM.
To develop short and long-term Contact Center forecasts in a multi skill environment across multiple sites. Coordinate efforts of the Command Center to meet performance objectives. Provide workforce management support including; managing reporting dashboard and real time displays, call recording, knowledge management, training, real time agent view and administration. Develop, maintain and support the Contact Center reporting databases and related user interfaces.
Participates in operational aspects of the department to ensure service standards are being met. Includes, but not limited to:
monitoring all contact center queues on an ongoing basis and work with front line operations management to ensure we are meeting customer demands
taking ownership for contact center service levels by proactively working with operations managers to identify service related issues
providing real-time reports/analysis throughout the day to operations management team
ensuring intra-day plans are produced and distributed to all parties at the beginning of each day
scheduling responsibility for supported contact centers (including vacation, time off, etc.)
Serves as technical resource for the team and is the central point of contact for technical issues
Documents processes, procedures and documents, including new employee set up and ongoing user ID administration
Provide Workforce Management related training to contact center staff as needed
Assists on special projects within the department EXPERIENCE:
Minimum of (4-6) or more years of related experience, preference of 1-2 years in command center environment
Experience with life, annuities and/or financial services products required
Must be able to communicate effectively using verbal and written methods, while explaining concepts and processes to a diverse customer base
Demonstrated experience with Workforce Management software is required, specifically with eWorkforce Management and Aspect Real-Time Adherence is preferred
Experience on project teams, preferable to have led small projects within division
Proven leadership skills and ability to influence others QUALIFICATIONS:
College degree or equivalent combination of education and work experience.
Aviva is an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, marital status, sexual orientation, or veteran status or any other status protected by federal, state or local law
Aviva - 14 months ago