Job description
SageSure, the insurance first, tech-forward, capital-lite managing general underwriter that focuses on the underserved, preferred homeowners middle-market, is seeking a
Workforce Management Associate. This position is responsible for assisting in the day-to-day operations of a busy and growing contact centers Workforce Management department.
As a Workforce Management Associate, you are responsible for assisting in the daily efforts to provide an outstanding customer experience by performing real-time management to service level and agent performance in an omni-channel contact center environment.
What you’d be doing:
- Monitor/track sick calls, tardiness, etc., entering real-time exceptions into Workforce Management Software (absence, tardiness, meetings, overtime, etc.)
- Provide scheduled and ad hoc reporting and analysis of agent KPIs and other key data on an ongoing basis, performs audits, and record keeping activities
- Process real-time and ticketed scheduling requests timely and accurately
- Review and approve agent time off and schedule change requests
- Management of queues and agent skilling focusing on service level management and escalations
- Utilize scheduling software to determine the proper shift coverage by adjusting center resources to accommodate changes in call volume/service activity or resource availability
- Highly skilled in effective communication both verbally and in writing with co-workers, management team, other departments, and vendors
- Ensure team is aware of any upcoming changes and provide insight on the day-to-day functions
- Performs any other related duties as required or assigned
We’re looking for someone who has:
- 2+ years of experience in a call center environment
- 2+ years previous experience in a Workforce Management role
- Proven experience with Verint Monet or another workforce management platform i.e. Aspect, Nice, etc.
- Strong analysis, critical thinking, and analytical problem-solving skills
- Ability to handle multiple tasks and deadlines with attention to detail
- Ability to work with minimum supervision as well as in a team environment, in a time sensitive environment and on several tasks simultaneously
Ideal candidates also have:
- Associates Degree in business, technology, or another related field
- Strong analytical skills
- Proficient or higher with all MS Office applications
About the Policy Services Team at SageSure:
Helping customers and a service mindset are at the core of SageSure’s Policy Services team approach. Policy Services roles are directly responsible for building the brand, and we take that very seriously at SageSure. Our Policy Services team is the voice of SageSure—having frequent connections with our customers. Serving the customer is fulfilling and a great way to learn about the insurance industry. Policy Services roles have career progression paths built-in, and with all the industry knowledge you’ve gained, you’ll be primed for advancement within the department or across the company. The nature of the work requires constant interfacing with other teams, including underwriting, sales and marketing. As a part of this growing team, you’ll experience a fast-paced environment that requires dynamic involvement and provides accelerated learning.
About SageSure:
If shaping the future of an industry sounds exciting, you’ll love working at SageSure! A Best Places to Work in Insurance Recipient for three years in a row (2020-2022), SageSure is a managing general underwriter leader and insurance technology innovator serving disaster-prone areas. That means we sell insurance through our proprietary technology platform in places other insurance companies won’t do business. Our success in delivering coverage in America’s most challenging markets is the result of our strategic focus to understand and adequately price risk. We offer 50+ products in 14 states, serving over 400,000 policyholders while managing more than $910 million in written premium. We have eight office locations—Jersey City, NJ; Mountain View, CA; Chicago, IL; Tallahassee, FL; Cincinnati, OH; Houston, TX; Mt. Laurel, NJ; and Cheshire, CT—as well as numerous remote employees across the country.
We provide generous health benefits and perks, including tuition reimbursement, wellness allowance, paid volunteer time off, a matching 401K plan and more. SageSure fosters inclusion, creating an environment where everyone can bring their whole self to work. We’re energetic, forward-thinking problem solvers; come join our team! For more information on SageSure opportunities, visit www.sagesure.com/careers/.
SageSure is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, disability, veteran status, gender identity, national origin or any other factor protected by applicable federal, state or local laws.
The Policy Services Team is only open to hiring remote candidates who are residents in the following states: Florida, Georgia, Nevada, North Carolina, Ohio, Texas, Utah, and Washington.
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