Customer Care Forecasting and Scheduling Analyst - REMOTE in WFH-Pennsylvania at National General Insurance

Date Posted: 7/21/2021

Job Snapshot

Job Description

Primary Purpose:

Develop and communicate predictions for staffing needs across assigned customer care unit by analyzing trends in call volume and workforce requirements and sharing recommendations to ensure sufficient capacity and support achievement of service level expectations

Essential Duties and Responsibilities:

Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

  • Track inbound call trends by analyzing patterns in call volume and delivery path to develop understanding of fluctuations and evaluate corresponding workforce capacities
  • Estimate staffing needs for assigned lines of business by utilizing available data and knowledge of trends to develop short and long term call volume forecasts and predict associated inbound workforce requirements
  • Support achievement of customer care service level agreements by communicating with Operations and Finance departments to share volume projections and foster a partnered approach to developing and recommending staffing solutions for assigned line of business
  • Support back office and onshore outbound call center teams by analyzing patterns in workload volumes to predict and communicate trends, guide staffing decisions and ensure sufficient workforce capacity
  • Track and ensure availability of personnel against projected staffing needs by communicating with Human Resources department and utilizing workforce management system to monitor time off requests, new hires, terminations, transfers and resignations within assigned lines of business
  • Support expected volume fluctuations due to client-side changes by performing ad hoc analysis to predict call center staffing and cost impacts of anticipated changes and communicate implications to operational leaders
  • Contribute to a positive work environment by demonstrating cultural expectations and influencing others to reward performance and value “can do” people, accountability, diversity and inclusion, flexibility, continuous improvement, collaboration, creativity and fun
  • Adopt National General Insurance values in personal work behaviors, decision-making, contributions and interpersonal interactions
  • Manage own career development by soliciting feedback and valuing other perspectives

Minimum Skills and Competencies:

The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • High school diploma or general education degree (GED)
  • 2+ years of relevant experience
  • Experience analyzing and interpreting data to evaluate trends
  • Principles and techniques for data analysis and management
  • Terminology, function and fundamental capabilities of common computer, software, information and communication technology devices, components, and concepts
  • Applied knowledge of Microsoft Excel, Word and PowerPoint
  • Analyze and synthesize data to identify connections and patterns and form options and recommendations
  • Anticipate future consequences and trends and create accurate forecasts and models
  • Effectively and efficiently present logic, reasoning and analysis to others
  • Influence key stakeholders to adopt recommendations
  • Follow established guidelines to focus on details and complete tasks attentively and thoroughly
  • Collaborate across departments and with people at different levels within the organization to accomplish a common goal
  • Must possess effective verbal and written communication skills
  • Effective organization and time management skills with the ability to work under pressure and adhere to project deadlines
  • Professional, polished, poised and positive demeanor
  • Has respect for coworkers, colleagues and customers to build constructive and cooperative working relationships
  • Learning agility to confront unexpected circumstances as learning opportunities

Desired Skills:

  • Applied knowledge of workforce management system technology

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National General Holdings Corp. is an Equal Opportunity (EO) employer – Veterans/Disabled and other protected categories. All qualified applicants will receive consideration for employment regardless of any characteristic protected by law. Candidates must possess authorization to work in the United States, as it is not our practice to sponsor individuals for work visas.

In the event you need assistance or accommodation in completing your online application, please contact NGIC main office by phone at (336) 435-2000.

Job Requirements

About National General Holdings:

National General Holdings Corp., a member of the Allstate family of companies, is headquartered in New York City. National General traces its roots to 1939, has a financial strength rating of A– (excellent) from A.M. Best, and provides personal and commercial automobile, homeowners, umbrella, recreational vehicle, motorcycle, supplemental health, and other niche insurance products. We are a specialty personal lines insurance holding company. Through our subsidiaries, we provide a variety of insurance products, including personal and commercial automobile, homeowners, umbrella, recreational vehicle, supplemental health, lender-placed and other niche insurance products.

National General is a fast paced, dynamic, and entrepreneurial organization. Our team members live by and exemplify what we call the 4Es. At National General, we are Energized, Engaged, Empowered, and we Execute every day in order to provide an exceptional experience for our customers! We are passionate about our organization and the value that we add every day. A successful candidate with National General will embody the 4Es. Our team is poised to outperform the competition. We are National General Insurance and with us you can be extraordinary! Come join our team!

Companies and Partners

Direct General Auto & Life, Personal Express Insurance, Century-National Insurance, ABC Insurance Agencies, NatGen Preferred, NatGen Premier, Seattle Specialty, National General Lender Services, ARS, RAC Insurance Partners, Mountain Valley Indemnity, New Jersey Skylands, Adirondack Insurance Exchange, VelaPoint, Quotit, HealthCompare, AHCP, NHIC, Healthcare Solutions Team, North Star Marketing, Euro Accident.

In addition to a phenomenal career opportunity, National General Insurance offers an excellent benefits package including:

• Paid Training
• Medical, Dental, Vision benefits
• Wellness Programs
• Life and Short/Long Term Disability Insurance
• 401k w/ Company Match
• Company Paid Holidays & Generous Time-off policy
• Employee Discount Program
• Career Advancement and Development Opportunities
• On-site Healthcare Clinic (Winston-Salem and Cleveland offices)
• On-site Fitness Center (Cleveland and Dallas offices)
• Subsidized parking (Cleveland office)

National General Holdings Corp. is an Equal Opportunity (EO) employer – Veterans/Disabled and other protected categories. All qualified applicants will receive consideration for employment regardless of any characteristic protected by law. Candidates must possess authorization to work in the United States, as it is not our practice to sponsor individuals for work visas.

In the event you need assistance or accommodation in completing your online application, please contact NGIC main office by phone at (336) 435-2000.

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