WFM Real-Time Analyst

Hagerty

7d•Remote

About The Position

Say hello to Hagerty Hagerty is a company built by drivers for drivers. We put our members at the center of everything we do, and are dedicated to making it easier and more enjoyable for enthusiasts to drive and celebrate the machines they love. We’re proud to be the world’s largest insurer of collectible and enthusiast vehicles and are home to the Hagerty Drivers Club, the world’s largest car club. Our Marketplace business presents live and digital sales across the U.S. and Europe, we host a number of driving events and concours, and our award-winning automotive journalists produce the most popular car magazine globally, alongside internationally awarded videos. We’re committed to Never Stop Driving. Ready to get in the driver’s seat? Join us! As a Real Time Analyst, you'll be responsible for monitoring service levels across the enterprise and acting quickly to mitigate any staffing related concerns using WFM principals (adjusting schedules in real time, updating which queue an agent may be supporting, analyzing data to provide insights, etc.) You will provide leadership teams with timely, accurate reports on intraday performance and impacts to maximize the ability for our Member Service Center to achieve their business objectives. The Real-Time Analyst (RTA) team is at the forefront of agent interactions and provide insights into current performance compared to our plan, executing multiple levers to ensure the most successful outcome possible for all supported teams. The Workforce Management team is a part of the Member Service Center department and operates in a strong team-oriented environment. We work together with operations leaders to balance the needs of our members, employees, and owners as it relates to forecasting and scheduling.

Requirements

WFM experience is required.
Advanced MS Excel skills (spreadsheets, formulas, charts)
Ability to identify data abnormalities and trends.
Ability to work effectively in a team oriented, high demand and fast paced environment
Ability to quickly learn new systems and processes.
Recognizes importance of confidentiality.
Excellent attendance and reliability.
Detail oriented; accuracy is critical.
Proven ability to multi-task.

Nice To Haves

Enthusiastic self-starter with a strong curiosity and desire to grow, learn and improve themselves and their role.
Strategic and curious thinker.
Strong desire to help others and proactively tackle work without being prompted or required.
Familiarity with public company requirements, including Sarbanes Oxley and key regulations, if applicable.
For SOX compliant roles, responsible for designing, executing, and documenting internal controls where they have been identified as owners to prevent errors in financial reporting, processes, and business operations. Including attestation to the completeness, accuracy, and compliance of all financial reporting data, where applicable.

Responsibilities

Continuous intra-day real-time monitoring of queue results and agent performance across all supported teams and departments.
Oversee and assist in managing real time allocations of resources, prioritizing certain channels as necessary, and escalating requests for staffing changes when appropriate
Communicate trends, synopsis, insights and plan of actions for performance activities multiple times per day to Hagerty’s management teams.
Monitor real-time adherence to schedules for team members and provide feedback to leaders in real-time. Also partner with leaders on historical adherence for their team members with insights on how to improve scores.
Review and process PTO / OT / Unplanned absences in real-time.
Respond to WFMScheduling inbox inquiries within 24 hours.
Make recommendations towards performance improvement topics that may require additional training / alignment and passing on suggestions to the Scheduling Analyst group for shift bidding needs.
Authority to modify, cancel or otherwise re-prioritize planned or unplanned shrinkage as defined in Operations playbook.
Primary point of contact for daily scheduling questions, issues or changes. Will partner with Scheduling Analysts as needed on questions
Produces ad-hoc, daily, bi-weekly and monthly internal trend reports on a variety of topics including but not limited to Contact Volume, Average Handle Time, and Unplanned/Planned Shrinkage hours