Workforce Business Analyst
Company Description
Trupanion is a leading provider of medical insurance for cats and dogs in North America. Our mission is to help loving, responsible pet owners' budget and care for their pets. At Trupanion, we offer a collaborative, casual, and pet-friendly environment where everyone is encouraged to be themselves.
Job Description
Are you passionate about creating and analyzing reporting data to manage forecast accuracy, identify trends, and develop recommendations to improve Contact Center performance? Our Workforce Management team is growing! The Workforce Business Analyst is responsible for the daily efforts to provide phenomenal customer and employee experience by effectively delivering real-time management and executing optimal schedule placements. This is a remote position open to candidates anywhere in the US. Seattle candidates will have a hybrid remote/in-office schedule where you will work from our casual, pet-friendly office at least 3 days a week. This position will have a schedule working Monday – Friday from 9:00 am – 6:00 pm PST.
Key Responsibilities
Include: Inbox management: Inbox management for Contact Center inquiries including things like: same day schedule change requests, training schedule requests, absence management, etc. Intraday Management: Perform smoothing of breaks and lunches, and standard methodologies in terms of automated optimization and scheduling off-the-phone activities, ensuring optimum coverage across all teams. This includes real-time adjustments to schedules to ensure Contact Center departments meet key performance indicators Data Analysis: Collect and analyze staffing data to identify trends, patterns, and areas for improvement in workforce management Reporting: Create reports and dashboards to communicate and track key performance indicators related to workforce management Efficiency Analysis: Assess processes for efficiency and recommend process improvements and automation for workforce management initiatives. This may include participating in or leading internal projects while collaborating with cross-functional stakeholders Workforce Optimization: Identify areas of overstaffing or understaffing and provide recommendations for adjustments, maintain attendance tracking tool for Contact Center Technology and Tools: Use specialized software and tools for data analysis, scheduling adjustments, and reporting Stakeholder Communication: Collaborate with Contact Center departments and other areas of the business to understand workforce needs and communicate data-driven insights Qualifications: 1 year of experience in workforce analytics or a related role is preferred Familiarity with call center metrics and best practices Strong analytical and data interpretation skills Knowledge of labor laws and regulations Excellent communication and presentation skills Ability to work collaboratively and influence decision-making Detail-oriented with strong problem-solving skills Ability to work in a fast-paced, dynamic call center environment and have the ability to quickly pivot priorities as needed based on business needs Proficient in Nice/inContact CXOne and Calabrio Workforce Management tools and/or Contact Center related technology systems (Calabrio, Verint, Aspect, etc.) is highly desired Proficiency in data analytics software (e.g., Excel, Tableau, etc.) is preferred. Intermediate-to-advanced skills in Microsoft Excel is preffered Compensation: The hourly rate range for this position is $29 - $35 on a full-time schedule Along with the base salary, Trupanion employees may be eligible for monthly bonuses based on performance. We want all employees to be invested in Trupanion’s success, so we grant Restricted Stock Units to all new team members. Our new hire grants vest over 4 years. Additional Information Benefits and Perks: Full medical, dental, and vision benefits at no cost to the employee Four weeks of paid time off and 9 paid float holidays (you can decide which days are most important to you!) Five-week sabbatical after five years of employment Open, casual, pet-friendly, and fun office environment Free medical health insurance for your pet (1 dog or cat) Paid time off to volunteer at nonprofit organizations Seattle Office Amenities: Free on-site gym, free dog walking services for office pets during business hours, free parking, and paid ORCA cards. For more information about Trupanion, visit https://trupanion.com/about Learn more about how Trupanion has revolutionized our industry and the reimbursement model: https://www.youtube.com/watch?v=vdWZ4KHiPTQ Trupanion is an equal-opportunity employer and embraces diversity. We are committed to building a team that represents a variety of backgrounds, abilities, perspectives, and skills. We will ensure that individuals are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment. Please contact us to request accommodations. Department: Contact Center Compensation: USD 29 - USD 35 - hourly Apply To This Job