About the role
About the role
Creating a world-class customer experience is critical to Ethos’ mission and will continue to determine our growth and success in the life insurance industry. We are looking for a Workforce Management Analyst who can help enable our Customer Experience (CX) teams to deliver this experience by helping create and maintain critical CX processes
Duties and Responsibilities:
- Partner with managers and other stakeholders to ensure the highest level of performance for our support and operations teams
- Use metrics, your own analysis, and other feedback mechanisms to develop forecast models for support team volumes based on historical data, seasonal trends, and product launches
- Scheduling of resources for different focus areas and support channels to maximize coverage of customer interactions across all support channels
- Conduct analysis and real time monitoring of support team members’ performance and schedule adherence
- Strategize and develop new processes to monitor productivity and performance for support teams
- Uncover and review actionable data-driven insights with management to drive informed decisions, improve the customer experience processes, fuel overall productivity, and improve customer satisfaction
- Design internal processes and help implement new software and systems to drive productivity and automation at scale to better manage a large team of support reps
- Partner with leadership to gather required data inputs required to track data and translate data into useable insights
- Stay current on the latest industry trends, tools, and techniques to ensure we’re implementing solutions and creating processes that will help provide the best customer experience possible
Qualifications and Skills:
- 3+ years experience as an operations professional with at least some experience specifically in workforce management operations
- Extreme attention to detail with an analytical approach to problem solving and process development
- Ability to think strategically, identify key business issues, and develop innovative solutions to complex problems
- Proficiency in analyzing data, interpreting metrics, and generating actionable insights; strong knowledge and experience with Excel or Google Sheets is an absolute requirement
- Expertise in identifying inefficiencies and leading process improvement initiatives
- Strong communications skills with the ability to articulate messages to a variety of stakeholders and audiences
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