| Job Title | Workforce Management Specialist |
| Job Type | Full-time |
| Job Location |
Wilmington,
DE
US
|
| Salary Range | $41,100 - $55,200 |
| Date Posted | 6/30/2010 |
| Positions Available | 1 |
| | |
| Company Information | |
| Company | 21st Century Insurance and Financial Services |
| Website | www.21st.com or www.farmers.com |
| | |
| Job Information | |
| Description |
Analyzes trends, including call volumes, call patterns, staff productivity, attrition rates, employee licensure and resource allocation. May provide assistance to lower level scheduling staff. Conducts call pattern forecasting and schedule planning activities to help meet business unit goals and objectives for contact center groups who sell or service three or more insurance products. May recommend operational improvements. Conducts new hire training to educate new employees on workforce management guidelines and procedures.
Recommends time away from work parameters and tracks/approves time off. Answers phone calls and e-mails from contact center employees and adjusts schedules as needed. Communicates with managers and supervisors to discuss schedule shortages, resource usage, shift changes and soliciting overtime to fill scheduling shortfalls. Deploys resources where they are needed and makes changes throughout the day.
|
| Qualifications |
High school diploma or equivalent. College degree preferred.
Two years in a customer service and performance focused environment.
PC skills, intermediate math skills, strong written and verbal communication skills, demonstrated analytical and organizational skills.
Interpersonal and conflict resolution skills.
|
| How to Apply |
Submit resume to website at www.farmers.com, Posting #75899.
Fax: 302-252-2422
|