Workforce Management Analyst I in Winston-Salem, NC at National General Insurance

Date Posted: 6/22/2019

Job Snapshot

Job Description

Primary Purpose:

This position is part of the Workforce Planning Team within the Client Services Department, and is responsible for real time managing and directing of all Contact Center traffic utilizing the Workforce Management Suite (system) application.  Primary responsibilities also include making effective decisions to effectively handle these volumes such as approved time off, shift changes and contact center activities that affect staffing and the department’s ability to meet established Service Level objectives.  This position requires strong analytical skills and the desire to embrace and initiate continuous improvement in the center.  This role also requires an effective communicator who can work with employees and leadership at all levels of the organization to assist in meeting business unit goals, client goals, and corporate objectives.


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.

  • Assist and direct the day to day contact center traffic, assuring that service level objectives are consistently met. This assistance will occur real-time and historical, as well as proactively planning for future requirements
  • Help analyze trends including contact volumes, contact patterns, staff productivity, staff capacity and resource allocation, and uses the analysis results to make real time decisions regarding contact center staffing.  
  • Assure staffing levels meet monthly, weekly, daily and intraday forecasts and assure alliance with routing applications – Contact Center 7
  • Produce daily Attendance reports including approved and unscheduled time off obtained from the “attendance line”, and make timely updates to the WFM application to assure proper trending
  • Provide ongoing internal communications with call center staff and leadership on staffing requirements on a real time, and historical basis, including ability to schedule meetings, training, coaching, etc.   
  • Assist with leading daily Playbook meetings with Client Services Management Team, to ensure everyone is proactively prepared for the expected events of the day
  • Handle exceptions and administration of workforce management features such as Shift Bids, Flexible Schedules, and Time Off approval (paid and unpaid), making recommendations on PTO allowances and assuring a positive end user experience
  • Provide real time and historical contact center data to management team, including call volumes, staffing, historical call trends and key performance indicators such as AHT, Shrinkage, Adherence, Conformance, Service Level etc.  Expectations are that the Workforce Planning Analyst will become a central repository of call center data 
  • Develop recommendations on ways to improve results, based on data and facts
  • Other duties and special projects as assigned


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)
  • 1-5 years Customer Service experience
  • Strong Analytical skills and ability to make sound real time decisions based on that analysis
  • Must possess effective verbal and written communication skills
  • Strong attention to detail
  • Strategic thinking and planning skills
  • High degree of initiative, mature judgment, and discretion
  • Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint)


Desired Skills:

  • Bachelor Degree
  • Prior experience in the insurance industry
  • Contact Center experience
  • Prior experience in a supervisory role
  • Experience with WFM applications and working with call routing strategies


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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