This position will primarily be responsible for supporting call center functions for various conservation initiatives. The Call Center Support Analyst will also assist with planning, implementing, tracking, and analyzing projects for the Customer Retention department. This position will collaborate with the Business Operations Analysts as well as department management.
The general responsibilities and duties of this position include, but are not limited to:
- Routinely work on ad hoc reporting and tasks
- Complete payroll for multiple Globe Life brands
- Audit, track and analyze Liberty Back Office processes to provide results and trends
- Call auditing through various sources
- Track and analyze call volume and trends
- Provide management with weekly status report updates
- Communicate project progress and concerns
- Workforce Management reporting
- Transaction processing for contact center operations
- Assist with policy Reinstatement processing as needed
- Other duties as assigned by management
Required Skills
- Ability to analyze data trends and make recommendations
- Ability to work independently and under deadlines
- Strong organizational and time management skills
- Ability to handle multiple projects at once
- Organized and attention to detail
- Excellent verbal communication skills and ability to interact professionally with a diverse group
- Excellent MS Office skills a must (Word, Excel, and Access a plus)
- Tableau experience or data visualization preferred
Required Experience
High School Equivalent, college preferred