Manager Workflow Analytics
About The Position
The Workflow Analytics Manager will lead the Workflow Analytics team focused on designing, implementing, & executing routing strategies in support of the Marketing organization’s objectives, across all insurance verticals. With analytics, the team will leverage data to identify & evaluate the underlying characteristics of lead quality to best match a call to a SelectQuote Sales representative. This individual will provide guidance & technical support to their team members, as well as Marketing & Sales leadership & team members in driving process improvements related to call routing. Finally, this individual will closely partner with SelectQuote’s IT Data Science team in the technical development & advancement of our Routing system & application.
Requirements
- Bachelor's Degree in Finance, Data Analytics, Data Science, Mathematics, Statistics, Business Administration or related field or equivalent years of experience required
- 4 - 5 years of analytical work experience required
- 3+ years of people management experience required
- Advanced Excel & SQL skills (3+ years)
- Ability to work in a fast-paced environment managing multiple projects, multiple channels and segments simultaneously in a cross-functional team
- Strong analytical and detail-oriented aptitude; with ability to produce both detailed complex analyses and simple ones where appropriate
- Strong collaborator who can work across all levels within the organization (Analyst to Executive)
- Articulate and well-spoken; Exceptional communication skills (both written & oral)
- Fast learner who is career minded and seeks additional responsibility as earned
- Working knowledge of Microsoft Office & Google Suite (PPT, Word)
Responsibilities
- Lead the Routing Analytics team in the execution of Routing strategies; including direct supervision & career development for team members.
- Analyze call data trends to uncover opportunities to enhance our call routing strategies & optimize performance. Identify recent shifts in performance and act to optimize time-sensitive opportunities.
- Collaborate closely with Workflow Operations to incorporate new workflows, scripts, and strategies into the call routing strategy.
- Understand the broader Routing & Workflow processes and strategy, with the ability to translate how the strategy can be executed from a technical perspective.
- Maintain knowledge of and inform cross-divisional transfer and routing strategies. Work to maintain quality-scoring continuity and translation from one division to another.
- In collaboration with technical data teams, build & maintain purpose-built reporting to support the call routing strategies; apply a detailed process understanding to design reports that confirm processes are operating as desired while partnering closely with key business partners across the Marketing, Sales, & IT organizations.
- Build weekly presentations and communicate KPI’s to management & executive leadership, providing context for both positive and negative results on Routing Strategies & initiatives. Establish KPI benchmarks for success using data.
- Serve as a mentor and subject matter expert on advanced analysis methods & goals.
Benefits
- Competitive Medical, Dental, and Vision Insurance
- HSA/FSA
- Voluntary Hospital Indemnity, Critical Illness, Accident Insurance, and Short Term Disability
- Voluntary Life Insurance for Self, Spouse and Dependent
- Company-paid Basic Life Insurance and Long Term Disability
- Retirement plan and Employer match contribution with Profit Share
- Tuition Reimbursement program
- Company perks and Discount program
- Engaging Wellness and Financial Education Resources
- Employee Assistance Program
- Incentive Plans
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What This Job Offers
Job Type
Full-time
Career Level
Manager
