Workforce Management Analyst

November 15

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Independence Pet Group

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Insurance • B2C • Wellness

Independence Pet Group is one of North America’s largest pet insurance and services organizations. The company supports insurance for more than 800,000 pets in the U. S. and Canada, with a mission to strengthen the bond between pets and their owners through innovative products and services. IPG offers a comprehensive range of underwriting options, turnkey partner solutions, and consumer-facing insurance products to support pets throughout their lives. The company is home to several insurance brands, providing vital support and services in the pet care industry.

1001 - 5000 employees

👥 B2C

🧘 Wellness

📋 Description

• Produces accurate forecasts of expected workload for a multi skilled contact center • Ensures staffing and resources are appropriately distributed to meet contractual service level requirements • Coordinates with Contact Center leadership and other stakeholders to tackle forecasted and emerging challenges to service level target • Reviews and evaluates PTO requests to ensure effective distribution of shrinkage • Provides real-time analysis of data and reports on emerging trends and anomalies to leadership. • Analyzes headcounts for staffing shift bids, scheduling, and budget forecasting. • Administrates internal WFM and telephony systems • Conducts Real-time adherence for contact center scheduling. • Involved in special projects, as needed. • Performs other duties and responsibilities as assigned.

🎯 Requirements

• 2+ years of experience with Workforce Management forecasting and scheduling systems (preferably Verint WFM) • Demonstrated experience with statistical methods and time series forecasting

🏖️ Benefits

• Comprehensive full medical, dental and vision Insurance • Basic Life Insurance at no cost to the employee • Company paid short-term and long-term disability • 12 weeks of 100% paid Parental Leave • Health Savings Account (HSA) • Flexible Spending Accounts (FSA) • Retirement savings plan • Personal Paid Time Off • Paid holidays and company-wide Wellness Day off • Paid time off to volunteer at nonprofit organizations • Pet friendly office environment • Commuter Benefits • Group Pet Insurance • On the job training and skills development • Employee Assistance Program (EAP)