Kemper - McAllen, TX

posted 2 months ago

Full-time - Entry Level
Remote - McAllen, TX
5,001-10,000 employees
Insurance Carriers and Related Activities

About the position

The Workforce Management Analyst at Kemper plays a crucial role in ensuring efficient and effective customer experiences by managing real-time performance metrics and schedules within the WFM team. This position is responsible for monitoring queue performance, engaging with supervisors, and making proactive adjustments to meet service level objectives. The role requires a blend of strategic and tactical skills to operate effectively in a fast-paced environment.

Responsibilities

  • Manage and monitor intraday queue performance and schedule adherence.
  • Engage with floor supervisors and managers on deviations from schedules.
  • Proactively notify leadership and business units of exceptions.
  • Manage real-time changes to agent schedules in the WFM platform.
  • Ensure absenteeism is properly recorded in the WFM platform.
  • Work with IT in the event of system outages or latency.
  • Communicate status and follow up as needed.
  • Perform system administration duties such as creating profiles in WFM and adding/removing employees.
  • Attend weekly, daily, and ad-hoc staffing meetings with management and forecast/scheduling analysts.
  • Other duties as assigned.

Requirements

  • Bachelor's degree or equivalent.
  • 2 years experience working in a Real-Time Analyst capacity or on a WFM team.
  • Strong understanding of contact center best practices.
  • Strong knowledge of contact center fundamentals and metrics.
  • Ability to operate both strategically and tactically in a high-energy, fast-paced environment.
  • High degree of organization and ability to manage multiple, competing priorities concurrently.
  • Skilled in WFM tools (e.g., Calabrio, Genesys, Aspect, etc.).
  • Excellent oral and written communication skills.

Benefits

  • Qualify for your choice of health and dental plans within your first month.
  • Robust 401(k) match, Health Spending Accounts, and various retirement plans.
  • Tuition Assistance Program, paid certifications, and continuing education programs.
  • Opportunities to contribute to the community through United Way and volunteer programs.
  • Generous paid time off and business casual dress.
  • Employee discounts for shopping, dining, and travel through Kemper Perks.
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