Senior Scheduler in Cleveland, OH at National General Insurance

Date Posted: 8/3/2018

Job Snapshot

Job Description


Primary Purpose:

Responsible for building short term forecasts by analyzing call center volumes and trends.   Responsible for creating schedules based on the short term forecast which will meet the service level requirement. 

 

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.

  • Forecast and analyze interval call volume and staffing status
  • Create schedules that will meet the service level requirements
  • Coordinate with managers, supervisors, trainers and employees to schedule training, meetings and time off
  • Update IEX with terminations
  • Maintain staffing reports and change reports to track attrition
  • Create service level update reports and analysis
  • Identify the needs for schedule bids, initiates the planning and execution of the bidding process
  • Share feedback when training opportunities are identified
  • Promote teamwork through consistency, reliability and group cohesiveness
  • Effectively communicate through oral and written communication
  • Continuously consider process improvements and share opportunities with Leadership
  • Adhere to schedules while maintaining an acceptable level of service, customer satisfaction and quality

 

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)
  • Must possess effective verbal and written communication skills
  • Demonstrates knowledge of Call Management Systems
  • Working knowledge of IEX Forecasting and Scheduling Software
  • Proficient Windows based operating systems
  • Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint)
  • Ability to make quick sound decisions
  • Effective planning and organizational skills
  • Strong analytical and creative thinking skills
  • Ability to work independently
  • Must perform well in high-energy, dynamic and team-oriented environments
  • Ability to adapt to new situations and learn quickly 

 

Desired Skills:

  • 3+ years of previous workforce management experience with specific experience in creating schedules for a large call center operation

Job Requirements

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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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