Workforce Optimization & Reporting Specialist

Shelter Mutual Insurance Company•Columbia, MO

16h

About The Position

A company built to serve you. It's your career, Shelter it! Workforce Optimization & Reporting Specialist $55,993 minimum starting pay Job Level: Individual Contributor Shelter maintains broad salary ranges for its roles in order to account for variations in geographic location, education, training, skills, relevant work experience, business needs and market demands. Please remember that this is the minimum starting base pay only and does not consider other components that make up the total rewards package for the position. What You Will Be Doing: Responsible for workforce management operations to improve performance, customer service, profitability and efficiency to ensure adequate coverage and targeted service levels are achieved throughout all hours of operation. Analyzes historical data, executes call volume forecasting and staff scheduling. Evaluates time off requests entering schedule exceptions and real-time monitoring of queues. Responsible for creation and distribution of key performance reports to management. Analyzes performance trends and makes recommendations for the most efficient and cost-effective strategies. Highlights and brings attention to trends, areas of concern and successes. Monitors customer contacts and agent status activity. Projects budgetary expenses by analyzing call center staffing, metrics, and performance to ensure proper staffing and scheduling. Stays consistent with service level goals for all customer contact centers handled by Shelter Insurance Companies. What We're Looking For: Self-motivated and excels in a minimally managed high profile position. Strategic thinker and tactical implementer. Analytical skills and ability to see trends and patterns in data. Ability to make sound decisions in a rapidly changing environment. Superior oral and written communication, organizational leadership, motivational, and interpersonal skills to contribute to daily operations and the ability to develop and maintain key cross-functional relationships across the organization. Strong organizational skills and the ability to prioritize workload, meet deadlines and perform multiple tasks with a high attention to detail. General educational background with a Bachelor’s Degree or equivalent work experience. External candidates must have at least two years of workforce management experience or equivalent. Works under general supervision and is accountable for call volume forecasting, staff scheduling and workforce management reports. Ability to perform the essential functions of the position, with or without a reasonable accommodation. Shelter's uncompromising commitment to excellence doesn't stop with our customers. We recognize our employees are what make us a premier organization in the insurance industry. Shelter Employees enjoy such benefits as: Health, Dental, Voluntary Vision and Prescription Drug Insurance Savings and Profit Sharing 401(k) Paid Time Off for Sick and Personal Leave, Vacation and Holidays Vitality Wellness Program "Dress for Your Day" Dress Code Flexible Scheduling And much more! #IND1# If interested, please apply by: 01/22/2026

Requirements

Self-motivated and excels in a minimally managed high profile position.
Strategic thinker and tactical implementer.
Analytical skills and ability to see trends and patterns in data.
Ability to make sound decisions in a rapidly changing environment.
Superior oral and written communication, organizational leadership, motivational, and interpersonal skills to contribute to daily operations and the ability to develop and maintain key cross-functional relationships across the organization.
Strong organizational skills and the ability to prioritize workload, meet deadlines and perform multiple tasks with a high attention to detail.
General educational background with a Bachelor’s Degree or equivalent work experience.
External candidates must have at least two years of workforce management experience or equivalent.
Works under general supervision and is accountable for call volume forecasting, staff scheduling and workforce management reports.
Ability to perform the essential functions of the position, with or without a reasonable accommodation.

Responsibilities

Responsible for workforce management operations to improve performance, customer service, profitability and efficiency to ensure adequate coverage and targeted service levels are achieved throughout all hours of operation.
Analyzes historical data, executes call volume forecasting and staff scheduling.
Evaluates time off requests entering schedule exceptions and real-time monitoring of queues.
Responsible for creation and distribution of key performance reports to management.
Analyzes performance trends and makes recommendations for the most efficient and cost-effective strategies.
Highlights and brings attention to trends, areas of concern and successes.
Monitors customer contacts and agent status activity.
Projects budgetary expenses by analyzing call center staffing, metrics, and performance to ensure proper staffing and scheduling.
Stays consistent with service level goals for all customer contact centers handled by Shelter Insurance Companies.