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

Date Posted: 1/30/2019

Job Snapshot

Job Description

Primary Purpose:

Responsible for leading all workforce management efforts for Operations, Sales and Claims including leading the workforce management team and long-term forecasting and week to week forecasting for these areas 


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.

  • Provide the business with planning tools that set accurate expectations for performance
  • Partner with other leaders within the business to understand customer needs and provides options that optimize call center performance
  • Proactively evaluate workforce management processes, needs, schedule management and consistency of service
  • Collaborate with and provides appropriate direction for the workforce management team
  • Interview and select personnel
  • Communicate to management regarding issues affecting the performance of the staff or customer satisfaction.
  • Continuously consider process improvements and implement best practices through empowerment and management of data
  • Ensure all critical operational metrics are achieved such as service levels, customer care, productivity standards, customer satisfaction scores, etc.
  • Provide challenging and stretching tasks and assignments; holds frequent development discussions; is aware of each person’s career goals; constructs compelling development plans and executes them; is a people builder
  • Compile and conduct performance appraisals and checkpoint meetings
  • Identify training needs and evaluates current training methods to maximize individual performance and unit flexibility
  • Identify, research and escalate potential system, phone and call routing issues
  • Coach and provide leadership in team, daily support to team members with issues; motivates others to excel
  • Promote teamwork through consistency, reliability and group cohesiveness
  • Effectively communicate within Operations with other business partners and third parties, demonstrates managerial courage when communicating with Senior Leadership
  • Review and report work volume and Operational results
  • Handle situations independent of a Manager with ability to resolve conflicts and empathize with customers
  • Share feedback when training opportunities are identified
  • Effectively communicate through oral and written communication
  • Handle administrative work; time cards, reports, spreadsheets
  • Assist with budget variances as needed
  • This role requires flexibility to travel up to 20% of working time


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) required
  • 3+ years of experience leading a workforce management team
  • 3+ years of forecasting (short and long-term) and building call center staffing models
  • Demonstrate exceptional leadership, diplomacy,  and coaching/mentoring skills
  • Must possess effective verbal and written communication skills
  • Demonstrate knowledge of Call Management Systems
  • Working knowledge of IEX Forecasting and Scheduling Software
  • Advanced knowledge of Microsoft Office products (Word, PowerPoint, Access, etc.) with expert level knowledge of Excel
  • Ability to work independently as well as collaboratively in a team environment
  • Dedicated to  meeting the expectations of internal/external customers and maintains effective relationships with customers and gains respects
  • Must be customer-oriented and able to effectively trouble shoot and resolve customer questions and concerns
  • Ability to adapt to new situations and learn quickly 
  • Must perform well in high-energy, dynamic and team-oriented environments
  • Ability to multi-task and manage several systems on a daily basis
  • Demonstrates excellent problem solving and decision making skills
  • High degree of dependability, motivation and flexibility
  • Strong attention to detail
  • Effective organization and time management skills with the ability to work under pressure and adhere to project deadlines
  • Is a good judge of talent; can accurately project how people are likely to perform across a variety of situations; can articulate the strengths and limitations of people inside and outside the organization
  • Ability to manage a front line team, direct supervisors and handle multiple projects
  • Must be able and willing to travel 20% of the time


Desired Skills:

  • Associates or Bachelor Degree, or equivalent leadership experience
  • Experience with ININ, Avaya, CentreVu Supervisor software
  • Expert knowledge of Crystal reports and building custom call center reports
  • Ability to type a minimum of 30 words per minute
  • Demonstrates in-depth knowledge of structure, functions, flow and procedures of Operations, Sales and Claims


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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