Associate Workforce Management Analyst

Job Overview
Amazing Career Moments Happen Here
Transforming the insurance industry is ambitious, we know. That's why at Applied, we're building a team that shows up every day ready to learn, willing to try new things, and driven to deliver innovative software and services that make us indispensable to our customers - all within a culture built on values that make us indispensable to each other too. With 40+ years of experience in the Insurtech game, we're not just redefining what's achievable, we're creating a place where amazing career moments are made possible.
Position Overview
We're searching for a Workforce Management Analyst to join our Global Customer Support team in a Remote working environment. To keep us headed in the right direction, we're looking for people who understand winning is a team sport, who value and seek to learn from our team's diverse experiences and backgrounds, who welcome a challenge and take risks in the pursuit of creating better outcomes for our customers, and who can, at any given time, step back to laugh and have some fun.
In this position, your primary responsibility will be the management of real-time (intra-day) staffing through trend analysis, outlier management, and effective communications with the various support contact center teams. This, along with reporting duties and projects as assigned, will help ensure operational efficiency and the achievement of Contact Center KPI's.
Workforce Management is a support role designed to enable teams and technicians the time, data, and resources required to do their functions. An attitude of support and serving the team, company, and clients is always required.
What You'll Do

• Monitor real-time adherence, volumes, and KPIs, effectively communicating outliers, opportunities, and trends to relevant stakeholders.
• Update agent schedules based on time-off requests, manager inputs, and other necessary adjustments.
• Communicate with Support leadership regarding agent adherence, contact center performance, and escalated or critical issues requiring prompt resolution.
• Analyze real-time data to identify trends, patterns, and opportunities for improvement.
• Collaborate with cross-functional teams to adjust staffing levels and resource allocation based on real-time insights.
• Prepare and deliver reports on agent adherence, staffing, contact volume, and other key performance metrics.
• Identify and implement process improvements to enhance operational efficiency and effectiveness.

We're Excited to Learn More About You
Your experience may include:

• At least 2+ years of experience in Customer Service, Support and/or real-time analyst roles
• A successful track record of working and thriving in a dynamic, results-oriented, fast-paced environment through collaboration with a strong focus on Customer Experience
• Proven ability to effectively communicate with leaders and peers

You may have other skills or credentials, including:

• Demonstrated technical proficiency with contact center software and workforce management tools; experience with Genesys Cloud is a plus. Strong Microsoft Office skills, especially in Excel.
• Brings operational and analytical expertise, with a solid understanding of call center KPIs, SLAs, and related metrics. Skilled in analyzing data to identify trends and drive effective, data-informed decisions.
• Excellent communication and adaptability skills, with the ability to collaborate across teams and perform effectively in a fast-paced, rapidly changing environment

We know that talent comes from all backgrounds and experience levels. We encourage military members and their spouses as well as candidates without a degree or a background in tech to apply!
When You Join Team Applied, You Can Expect:
A culture that values who you are and recognizes that you aren't just an employee; you are a teammate, and you matter. We thrive on the benefits of our different experiences and celebrate the uniqueness our teammates bring to work with them every day.
We flex our time together , collaborating remotely and in-person to empower our teams to work in the ways that work best for them.
A comprehensive benefits and compensation package that centers our teammates and helps them to bring their best to work every day:

• Medical, Dental, and Vision Coverage
• Holiday and Vacation Time
• Health & Wellness Days
• A Bonus Day for Your Birthday

Learn more about the people behind our products at https://www1.appliedsystems.com/en-us/about-us/jobs/
Your Security Matters:
Our candidates' personal information and online safety are top of mind for us. At Applied, we proactively protect your personal information and only communicate with candidates via a secure @appliedsystems.com email or through our official careers portal. Recruiters will never request payments, ask for financial account information or sensitive information like social security numbers.
EEO Statement
Applied Systems is proud to be an Equal Employment Opportunity Employer. Diversity and Inclusion is a business imperative and is a part of building our brand and reputation. At Applied, we don't discriminate, and we are committed to recruit, develop, retain, and promote regardless of race, religion, color, national origin, sexual orientation, gender identity, disability, age, veteran status, and other protected status as required by applicable law.
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