Farmers Insurance Group
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Wilmington,
DE
•Determines staff schedules for Auto, Homeowners, Service and Claims based on current and historical call projections in order to meet call center objectives such as service level and abandon rate and to cover attrition gaps.
•Works to adjust schedules based on real-time workload/forecasted shifts.
•Initial point of contact for all issues regarding schedules.
Position Requirements
•Responsible to ensure that the accuracy of WFM assumptions and schedules support the service level objectives.
•Provides new hire shift recommendations and serves as a point of contact for issues regarding schedules.
•Update and distribute various reports for analysis purposes wthin department including but not limited to Da-After reports and/or historicals.
•Analyze and manage overtime needs and voluntary early out to support service level objectives.
•Advance planning and scheduling or large scale off phone activities and events.
•Review and process agent change forms.
•Facilitate weekly meetings with call center management.
•Train and orient new staff relative to department programs, processes and procedures and facilitate training sessions for end users.
•Ad hoc analysis.
•Assists with real time adherence.
Preferred Skills and Abilities
Enter preferred skills and abilities
Physical Actions
n/a
Physical Environment
Call Center
Education Requirements
High School Diploma or GED equivalent (College degree preferred)
Experience Requirements
•One (1) year to three (3) years Call Center experience relating to inbound/outbound telemarketing activities in Sales or Customer Service
Special Skills Requirements
•Strong experience with a workforce management tool similar to IEX, Blue Pumpkin or Aspect.
•Proficient PC skills including windows, Excel, Word, Access.
•Strong understanding of workforce management programs and ACD (Automated Call Distribution) systems.
•Demonstrated communication, interpersonal, prioritization, problem solving and organizational skills.
Wilmington, DE
Wilmington, Delaware
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