Workforce Analyst analyzes and evaluates workforce metrics to improve human resources capacity planning and maximize labor utilization rates. Utilizes hiring, sourcing, attrition, and productivity metrics to provide actionable insights about the current and future states of a workforce. Being a Workforce Analyst applies predictive models and methods to develop short and long-term forecasts. Produces reports and visualizations that provide easy to understand information required for decision making. Additionally, Workforce Analyst typically requires a bachelor's degree or equivalent. Typically reports to a manager. The Workforce Analyst occasionally directed in several aspects of the work. Gaining exposure to some of the complex tasks within the job function. To be a Workforce Analyst typically requires 2-4 years of related experience. (Copyright 2024 Salary.com)
SUMMARY
This position plays a key role in all workforce management functions for the Customer Care Center. Provides monitoring, evaluating, and managing of real-time activities in order to meet service level expectations for Personal Lines Customer Care staff. Creates schedules and aligns staffing to forecasted needs. Assists in forecasting, staff planning and trend analysis. Works with leadership and technology to set appropriate call routing for skills and agents. Participates in continuous improvement and efficiency efforts for Personal Lines Operations. Strives to balance both business and employee needs as a way of maintaining a positive environment. Works closely with Personal Lines leadership in Customer Care.
WHY Jewelers Mutual:
We are a financially secure, exceptionally positioned, and intellectually curious company driven by our core values of Agility, Accountability and Relevancy! We continue to raise the tide of the jewelry industry we’ve served since 1913 through our innovative people, our unyielding customer commitment, and evolution of our products and services to be the most trusted advisor to all we serve.
With a generous benefits package, office locations throughout the United States, and a mantra of “making your mark today”, consider evolving your career and shining bright with Jewelers Mutual Group!
Essential Duties and Responsibilities include the following. Other duties may be assigned.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
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