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Operations Workforce Management Analyst I in Cleveland, OH at National General Insurance

Date Posted: 3/28/2019

Job Snapshot

Job Description

Primary Purpose:

Responsible for various call center forecasting, scheduling, real-time queue, and staffing, this includes running reports, compiling data, analyzing results.


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.

  • Compile data on call center operations by pulling records from multiple databases, gathering information on a wide range of metrics and building specialized reports to provide a comprehensive view of Call Center performance and relevant statistics
  • Interpret records and compile information by conducting in-depth analysis of call center data, reviewing statistics to ensure validity and identifying patterns and trends to translate raw data into actionable information for the benefit of Call Center leadership
  • Take lead role in crafting monthly, quarterly, and annual reports to be administered to Call Center Leaders to better understand their efficiencies and bottlenecks
  • Share analyses and findings by developing reports, creating business review presentations and communicating with business leaders to inform on call center operations and provide detailed resources in support of business objectives
  • Actively identify areas for continuous improvement, and communicate ideas on implementing improvements
  • Contribute to increased efficiency and effectiveness of call center operations by communicating trends, identifying issues and recommending fact-based strategies to improve workforce management within the Call Center department and support achievement of service level agreements
  • Oversee daily activities related to assigned area of responsibility within department
  • Develop, interpret, and maintain reporting to monitor agent performance within the Call Center and share findings with necessary leadership and Workforce Management Team to increase efficiency
  • 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)
  • 1+ years of relevant workforce management experience
  • 3+ years of experience in a Call Center Environment
  • Experience with data extraction, analysis and reporting
  • Applied knowledge of technology, techniques and methodologies for mining database information, pulling and developing reports and creating macros
  • Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint)
  • Applied knowledge of principles and methodologies for analyzing data from multiple sources and compiling findings into usable reports
  • Terminology, function and fundamental capabilities of common computer, software, information and communication technology devices, components, and concepts
  • Analyze and synthesize data to form conclusions and recommendations
  • Identify patterns and trends in data and create accurate forecasts and models
  • Manipulate database information and utilize reporting tools to gather and evaluate data
  • Effectively and efficiently present logic, reasoning, and analysis to others
  • Follow established guidelines to focus on details and complete tasks attentively and thoroughly
  • Must possess effective verbal and written communication skills
  • Visualize and develop graphic representations of concepts or data
  • Works independently with little supervision
  • Communicate complex information in user-friendly format
  • Professional, polished, poised and positive demeanor
  • Utilize high attention to detail
  • Extrapolate from limited or complex data
  • Must possess effective verbal and written communication skills


Desired Skills:

  • Experience in an Insurance Call Center environment

Job Requirements


About National General Holdings:

National General Holdings Corp. 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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