Customer Service Real-Time Analyst

Overview

Customer Service Real-Time Analyst

Analyst plays a crucial role in ensuring the efficient utilization of workforce resources by monitoring real-time performance metrics, identifying trends, and making immediate adjustments to optimize staffing levels and maintain service levels. This role requires keen attention to detail, strong analytical skills, and the ability to thrive in a fast-paced, dynamic environment.

OVERVIEW

Berkshire Hathaway GUARD Insurance Companies provide Property & Casualty insurance products and services through a nationwide network of independent agents/brokers. Our companies are all rated A+ "Superior" by AM Best (the leading independent insurance rating organization) and ultimately owned by Warren Buffett's Berkshire Hathaway group - one of the financially strongest organizations in the world! Headquartered in Wilkes-Barre, PA, we employ over 1,000 individuals (and growing) and have offices across the country. Our vision is to be the leading small business insurance provider nationwide.

Founded upon an exceptional culture and led by a collaborative and inclusive management team, our company's success is grounded in our core values: accountability, service, integrity, empowerment, and diversity. We are always in search of talented individuals to join our team and embark on an exciting career path!

BENEFITS

We are an equal opportunity employer that strives to maintain a work environment that is welcoming and enriching for all. You'll be surprised by all we have to offer!

• Competitive compensation

• Healthcare benefits package that begins on first day of employment

• 401K retirement plan with company match and profit sharing

• Generous paid vacation and sick time

• Hybrid work schedule (three days in the office, two days from home)

• Work/life balance schedule - no nights or weekends/closed for all major holidays

• Longevity awards (every 5 years of employment receive a generous monetary award to be used toward a vacation)

• Tuition reimbursement after six months of employment

• Numerous opportunities for continued training and career advancement

• And much more!

Responsibilities

• Monitor real-time adherence to schedules, identifying deviations and taking proactive measures to address staffing gaps or surpluses.

• Utilize workforce management tools and software to track and analyze key performance indicators, such as service level, average handle time, and occupancy.

• Communicate with frontline supervisors and managers to provide real-time updates on performance metrics and staffing requirements.

• Make recommendations for schedule adjustments, including overtime, breaks, and shift changes, to optimize resource utilization and maintain service levels.

• Coordinate with workforce management team members to ensure seamless transitions between shifts and minimize disruptions to operations.

• Act as a point of contact for frontline employees regarding scheduling issues, time-off requests, and other real-time concerns.

• Generate real-time reports and dashboards to provide insights into current performance trends and identify opportunities for improvement.

• Collaborate with other departments, such as operations and training, to implement strategies for improving efficiency and productivity.

• Stay informed about industry best practices and emerging technologies in workforce management, continuously seeking opportunities to enhance processes and procedures.

• Must be able to work Monday-Friday 12:00pm-8:30pm EST or 9:00am-5:30pm PST.

Qualifications

• Familiarity with workforce management tools and contact center software.

• Effective communication skills.

• Ability to identify issues and implement solutions to optimize workforce efficiency.

• Ability to adapt to changing contact volume patterns and adjust scheduled accordingly.

• Excellent time management and organizational skills.

• Ability to work collaboratively customer service supervisors and representatives.

• Bachelor's degree in business administration, operations management, or a related field; relevant work experience may be considered in lieu of a degree.

• Previous experience in a real-time analyst or workforce management