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Workforce Management Analyst

Boston, MABoston Customer Solutions CenterPermanent (Full-Time)Boston Customer Solutions Center

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Simply Business is more than our name. It's how we approach insurance: Make it clear. Make it simple. Make it affordable. By combining exceptional talent, technology, data, and knowledge, Simply Business is the go-to online insurance brokerage that protects small businesses and the entrepreneurs who work hard to build them. 

We want team members who have the drive to challenge boundaries. If you’re smart and passionate about delivering brilliant customer experiences, we’d love to hear from you.

This role is responsible for maximizing performance of the Customer Solutions Center by analyzing real-time statistics, measuring performance to forecast and projecting future performance based on historical data. The Workforce Management Analyst will be responsible for developing regular forecasts of workload including long-range strategic, medium term business planning and short-term operational requirements. In addition, this role is responsible for real-time (intra-day) management & scheduling of contact center resources to optimize results and achieve business objectives.

As a Workforce Management Analyst, you will:

  • Work with the Customer Solutions Center leadership team to provide ongoing analysis of and recommendations to improve call center performance relative to overall strategic KPIs, including cost to serve, cost to sell, service levels, cost per interaction, cost per agent, occupancy, spending relative to budget, etc.
  • Identify, recommend and implement changes as necessary to improve performance 
  • Utilize workforce management tools to generate short and long-term staffing model forecasts and provide recommendations for staffing and scheduling changes based on analysis
  • Create, maintain, and deliver reports from scheduling software and other sources to provide meaningful intraday, daily, weekly, and monthly reports for workforce management, operations, costing & budget, etc. 
  • Generate daily, weekly and monthly call center reports and trend analysis at the department, team and agent level which highlight performance relative to KPIs (Call Volume, Ticket Volume, Email Volume, Task Completion Rates, Performance vs Expected Service Levels, Average Handling Time, Abandonment Rate, and Average Speed to Answer, etc.)
  • Oversee and manage the scheduling of Customer Solutions Center staff, including managing schedule change requests (both planned and unplanned) and event changes (meetings, training, etc.)
  • Assist with day-to-day administrative tasks to support CSC objectives

What we are looking for:

  • 3+ years of experience utilizing workforce management systems tools to drive improved performance in a contact center environment
  •  2+ years of experience producing actionable insights from data in a contact center environment, including operational analytics, workforce planning, demand planning, resource planning, and capacity modeling, or equivalent business experience
  • Robust knowledge and advanced skills in utilizing MS Office Suite or Google Suite required (Google Suite preferred)
  • Strong functional analytical skills (budgeting, costing, forecasting, etc.) 
  • Self-starter with ability to prioritize and work in a fast-paced environment with changing priorities
  • Excellent organizational and multitasking skills
  • Ability to communicate complex information clearly and concisely
What are the benefits?

Here are some of the great benefits and perks that come from being a Simply Business employee:
• A salary that reflects your experience, our pay policy, and the market we’re in from your first day
• Group plan for medical, dental, vision, and prescription drug coverage
• Short term disability, long term disability, and life insurance coverage
• Participation in the Company’s bonus program
• Participation in 401(k) plan with a 3% employer match
• Commuter benefits to help cut down on parking and public transit costs
• 25 days of vacation time plus 10 sick days and 10 company holidays
• Annual company trip, regular outings, and volunteer opportunities 
• An awesome WeWork office with cold brew coffee and other beverages on tap, local pop-up events, and more 

Simply Business is an equal opportunity employer. We're committed to welcoming and helping to grow employees within an inclusive & diverse culture. And that commitment starts with our interview process. 

Once you apply, your info will be reviewed in a committee with employees from different levels, teams, and experiences. We pride ourselves on fostering a sense of community, which is only made stronger by each individual at SB, so you'll have the opportunity to meet a variety of people throughout the process. Get excited!

Want more info on working at Simply Business? Check out our careers page: https://www.simplybusiness.com/careers/ 

What's going on with work from home and return to the office?

More and more, people are talking about going back to the workplace and the new normal. At Simply Business, we’re thinking of it as a Better Normal. That means offering our SBers more choice and greater flexibility to work in a way that’s best for their particular job, their teams, and their lives.

We’re shifting to a hybrid working model, so we’ll have employees working virtually and in the office at any given time.

We’re also aware there are times when working together in person is the best way to get things done. We expect our SBers to connect in their hubs (that’s what we call our offices) most likely once every few weeks. That said, there’s no one-size-fits-all solution, so we expect all SBers and their teams will find the operating rhythm that works best for them.

If you’re wondering what it might be like for you at Simply Business, our Talent Acquisition is happy to answer any questions. In fact for them, it’s perfectly normal.

Most of our interviews will still take place over Zoom (however, depending on the role, there may be the opportunity/expectation to meet members of the team in-person).  If it looks like you could be a good fit for the role, we’ll ask you to interview on Zoom – you’ll need WiFi and a laptop, or a 4G-enabled smartphone. If you don’t have access to either of these, or you need support with your application, get in touch with us at [email protected] Similarly, please email us with any questions or if you want to pause your application for a bit – we’ll be happy to keep you updated on future opportunities like the one above.
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© Copyright 2022 Simply Business. All Rights Reserved. Simply Business is a trading name of Xbridge Limited which is authorised and regulated by the Financial Conduct Authority (Financial Services Registration No: 313348). Xbridge Limited (No: 3967717) has its registered office at 6th Floor, 99 Gresham Street, London, EC2V 7NG.