Workforce Analyst I

Job Description

We are Farmers! Join a team of diverse professionals at Farmers to acquire skills on the job and apply your learned knowledge to future roles at Farmers. Farmers Insurance also offers extensive training opportunities through the award winning University of Farmers named by Training magazine amongst top 10 corporate training units in the world.
Want to learn more about our culture & opportunities? Check out farmers.com/careers and be sure to follow us on Instagram and LinkedIn! Job Summary Analyzes trends within assigned operations including call volumes, call patterns, staff productivity and resource allocation. Uses analysis results to recommend and support the implementation of plans to meet service level expectations. Essential Job Functions Monitors and reacts to fluctuations in contact volumes, call patterns, call trends and staff productivity for assigned groups. Uses data and analysis to make appropriate adjustments to ensure coverage. Monitors daily results and makes recommendations to utilize capacity or execute contingency plans. Communicates and coordinates with operations leadership to assist in making decisions regarding OT, VTO, and off-phone activities. Maintains best practices and identifies improvements based on experience. Conducts regular audits and action reviews of work process. Ensures procedures were followed, work is completed effectively and recommends changes based on evaluation. Assists with the fulfillment of workforce guidelines. Conducts analysis on daily and historical performance data to identify trends in call patterns and provide recommendations to leadership and Workforce Management team. Administers and audits advocate skill templates; adjusts and updates accordingly based on agent skill gaps and needs. Tracks, monitors and analyzes employee adherence to assigned schedules. Provides supervisory staff with appropriate feedback to share with employees. Coordinates with supervisors and managers to identify employees who are out of adherence in order to be returned to a productive state. Performs other duties as assigned. Opens technical tickets and handles a portion of the severity level 3-4 issues. Coordinates with the business and IT teams to identify which business groups affected and confirms resolution. Recommends and implements changes including reallocating resources, routing calls appropriately, canceling phone activities, changing and/or updating telephony skills based on contact types, etc. Physical Actions Sits or stands for extended periods of time, up to a full work shift. Occasionally reaches overhead and below the knees, including bending, twisting, pulling, and stooping. Occasionally moves, lifts, carries, and places objects and supplies weighing 0-10 pounds without assistance. Listens to, interprets, and differentiates auditory information (e.g. others speaking) at normal speaking levels with or without correction. Visually verifies and reads information. Visually locates material, resources and other objects. Ability to operate a computer for extended periods of time, up to a full work shift. Physical dexterity sufficient to use hands, arms, and shoulders repetitively to operate keyboard and other office equipment up to a full work shift. Physical Environment This position operates in an open office working environment which will include normal and customary distractions, noise, and interruptions. Education Requirements High school diploma or equivalent required. Bachelor's degree preferred. Experience Requirements 1-3 years demonstrated experience within a contact center environment required. Special Skill Requirement Farmers is an equal opportunity employer, committed to the strength of a diverse workforce. ]]>
Schedule: Full-time
Job Posting: 01/11/2021