Workforce Business Analyst
About The Position
Trupanion is a leading provider of medical insurance for cats and dogs in North America. Our mission is to help loving, responsible pet owners' budget and care for their pets. At Trupanion, we offer a collaborative, casual, and pet-friendly environment where everyone is encouraged to be themselves. Our Workforce Management team is growing! The Workforce Business Analyst is responsible for the daily efforts to provide phenomenal customer and employee experience by effectively delivering real-time management and executing optimal schedule placements. This is a remote position open to candidates anywhere in the US. Seattle candidates will have a hybrid remote/in-office schedule where you will work from our casual, pet-friendly office at least 3 days a week. This position will have a schedule working Monday – Friday from 9:00 am – 6:00 pm PST.
Requirements
- 1 year of experience in workforce analytics or a related role is preferred
- Familiarity with call center metrics and best practices
- Strong analytical and data interpretation skills
- Knowledge of labor laws and regulations
- Excellent communication and presentation skills
- Ability to work collaboratively and influence decision-making
- Detail-oriented with strong problem-solving skills
- Ability to work in a fast-paced, dynamic call center environment and have the ability to quickly pivot priorities as needed based on business needs
Nice To Haves
- Proficient in Nice/inContact CXOne and Calabrio Workforce Management tools and/or Contact Center related technology systems (Calabrio, Verint, Aspect, etc.) is highly desired
- Proficiency in data analytics software (e.g., Excel, Tableau, etc.) is preferred.
- Intermediate-to-advanced skills in Microsoft Excel is preffered
Responsibilities
- Inbox management for Contact Center inquiries including things like: same day schedule change requests, training schedule requests, absence management, etc.
- Perform smoothing of breaks and lunches, and standard methodologies in terms of automated optimization and scheduling off-the-phone activities, ensuring optimum coverage across all teams. This includes real-time adjustments to schedules to ensure Contact Center departments meet key performance indicators
- Collect and analyze staffing data to identify trends, patterns, and areas for improvement in workforce management
- Create reports and dashboards to communicate and track key performance indicators related to workforce management
- Assess processes for efficiency and recommend process improvements and automation for workforce management initiatives. This may include participating in or leading internal projects while collaborating with cross-functional stakeholders
- Identify areas of overstaffing or understaffing and provide recommendations for adjustments, maintain attendance tracking tool for Contact Center
- Use specialized software and tools for data analysis, scheduling adjustments, and reporting
- Collaborate with Contact Center departments and other areas of the business to understand workforce needs and communicate data-driven insights
Benefits
- Full medical, dental, and vision benefits at no cost to the employee
- Four weeks of paid time off and 9 paid float holidays
- Five-week sabbatical after five years of employment
- Free medical health insurance for your pet (1 dog or cat)
- Paid time off to volunteer at nonprofit organizations
- Free on-site gym
- Free dog walking services for office pets during business hours
- Free parking
- Paid ORCA cards
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
