Real Time Analyst in Mesa, AZ at National General Insurance

Date Posted: 1/15/2020

Job Snapshot

Job Description

Primary Purpose:

Manage call center workforce capacity in real time by monitoring call metrics and volumes against representative availability, implementing solutions to adjust staffing levels as required and identifying opportunities for continuous improvement to ensure delivery of client service level agreements and achievement of business 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.

  • Track delivery of call center services by monitoring wait times and real-time queue volumes against representative availability to identify service gaps, provide feedback to call center leadership and guide effectiveness of services
  • Ensure adequate call center support during periods of high call volume by monitoring assignments, identifying the need for additional staff, utilizing full workforce and advising mandatory overtime as required to ensure sufficient capacity and contribute to achievement of service level agreements
  • Ensure effectiveness of backup workforce by utilizing internal systems and tools to identify available representatives with required skills to assist with understaffed queues
  • Guide reduction of workforce during periods of low call volume by identifying overstaffed queues and initiating voluntary early leave program to ensure cost-effectiveness of call center support strategy
  • Enhance operational effectiveness by observing and analyzing call center services, reporting on key performance metrics, recommending changes and advising leadership on strategies to improve effectiveness of workforce management and ensure achievement of business objectives
  • 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
  • Support 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)
  • Experience utilizing a major ACD system
  • At least 3 years’ Experience in a call center environment or equivalent
  • Attention to detail & the ability to identify trends in service level performance
  • Knowledge of the business is preferred
  • Ability to multi-task in a high pressure environment
  • Experience evaluating and analyzing data in real time
  • Proficient in Microsoft Office (Word, Excel, Outlook, and PowerPoint)
  • Terminology, function and fundamental capabilities of common computer, software, information and communication technology devices, components and concepts
  • Principles and processes for providing customer service and meeting established quality standards
  • Analyze and synthesize data to form options and recommendations to leadership and above
  • Anticipate future consequences and trends and create accurate forecasts and models
  • Independently use logic and reason to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems
  • Effectively present thoughts to key stakeholders to influence adoption of recommendations
  • Identify and anticipate issues; analyze surrounding data and available resources to prepare a plan of action
  • React to changing situations with timeliness and a sense of urgency
  • Must possess effective verbal and written communication skills
  • Initiative to set personally challenging, realistic and outcomes-focused goals
  • Ability to adapt to new situations and learn quickly
  • Excellent interpersonal skills with the ability to establish working relationships with individuals at varying levels within the organization
  • Professional, polished, poised and positive demeanor
  • Proficient in MS Office


Desired Skills:

  • Experience in a call center environment
Job posting ID: 2020-0049

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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