[Hiring] WFM Real-Time Analyst @Hagerty

Role Description

As a Real Time Analyst, you'll be responsible for monitoring service levels across the enterprise and acting quickly to mitigate any staffing related concerns using WFM principles:

• Adjusting schedules in real time
• Updating which queue an agent may be supporting
• Analyzing data to provide insights

You will provide leadership teams with timely, accurate reports on intraday performance and impacts to maximize the ability for our Member Service Center to achieve their business objectives. The Real-Time Analyst (RTA) team is at the forefront of agent interactions and provides insights into current performance compared to our plan, executing multiple levers to ensure the most successful outcome possible for all supported teams.

The Workforce Management team is a part of the Member Service Center department and operates in a strong team-oriented environment. We work together with operations leaders to balance the needs of our members, employees, and owners as it relates to forecasting and scheduling.

What you'll do

• Continuous intra-day real-time monitoring of queue results and agent performance across all supported teams and departments.
• Oversee and assist in managing real-time allocations of resources, prioritizing certain channels as necessary, and escalating requests for staffing changes when appropriate.
• Communicate trends, synopsis, insights and plan of actions for performance activities multiple times per day to Hagerty’s management teams.
• Monitor real-time adherence to schedules for team members and provide feedback to leaders in real-time.
• Partner with leaders on historical adherence for their team members with insights on how to improve scores.
• Review and process PTO / OT / Unplanned absences in real-time.
• Respond to WFMScheduling inbox inquiries within 24 hours.
• Make recommendations towards performance improvement topics that may require additional training / alignment and passing on suggestions to the Scheduling Analyst group for shift bidding needs.
• Authority to modify, cancel or otherwise re-prioritize planned or unplanned shrinkage as defined in Operations playbook.
• Primary point of contact for daily scheduling questions, issues or changes.
• Produces ad-hoc, daily, bi-weekly and monthly internal trend reports on a variety of topics including but not limited to Contact Volume, Average Handle Time, and Unplanned/Planned Shrinkage hours.

Qualifications

• Drives for Results – acts decisively and quickly, sets aggressive goals and takes appropriate risks.
• Applies Critical Thinking – Uses data-based analysis to guide decision making, applies critical thinking to develop options and consider impacts, demonstrates business expertise.
• Executes with Excellence – Develops and prioritizes plans that help achieve Hagerty goals, executes plans that are well-organized, efficient, and communicated.
• Takes Accountability – Takes responsibility for excellent customer experiences, holds self and others accountable for actions, shows confidence when challenged and will do the right thing even when it’s hard.
• Embraces a Growth Mindset – applies a growth mindset by seeing change as an opportunity to learn and grow, asks for and listens to feedback, proposes and takes action on new ideas.
• Demonstrates Leadership – Fosters teamwork and motivates others to perform at a higher level, aligns goals and processes to create momentum, sets clear expectations and creates a culture of development through feedback and coaching.
• Enthusiastic self-starter with a strong curiosity and desire to grow, learn and improve themselves and their role.
• Ability to work day, night, weekend and holiday shifts.
• Strategic and curious thinker.
• Strong desire to help others and proactively tackle work without being prompted or required.
• Advanced MS Excel skills (spreadsheets, formulas, charts).
• Ability to identify data abnormalities and trends.
• Ability to work effectively in a team-oriented, high demand and fast-paced environment.
• Ability to quickly learn new systems and processes.
• Recognizes importance of confidentiality.
• Excellent attendance and reliability.
• Detail oriented; accuracy is critical.
• Proven ability to multi-task.
• WFM experience is required.

Other things to note

• This role can be worked from any U.S. location. However, team members who reside within 20 miles of the Traverse City headquarters may follow a hybrid schedule, working from the office three days per week.
• Hours of operation for this position are Monday-Friday 11:30am-8:00pm EST.
• Familiarity with public company requirements, including Sarbanes Oxley and key regulations, if applicable.
• If you reside in specific jurisdictions, please email [email protected] for compensation, comprehensive benefits and the perks that set us apart.