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Customer Care Real Time Analyst

Learn more about National General Insurance
National General Insurance

National General Insurance

Customer Care Real Time Analyst

Mesa, AZ
Full Time
  • Responsibilities


    Manage call center workforce capacity in real time by monitoring call metrics and volumes against representative availability, implementing solutions to adjust staffing levels as required and identifying opportunities for continuous improvement to ensure delivery of client service level agreements and achievement of business objectives


    Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

    • Track delivery of call center services by monitoring wait times and real-time queue volumes against representative availability to identify service gaps, provide feedback to call center leadership and guide effectiveness of services
    • Ensure adequate call center support during periods of high call volume by monitoring assignments, identifying the need for additional staff, utilizing full workforce and advising mandatory overtime as required to ensure sufficient capacity and contribute to achievement of service level agreements
    • Ensure effectiveness of backup workforce by utilizing internal systems and tools to identify available representatives with required skills to assist with understaffed queues
    • Guide reduction of workforce during periods of low call volume by identifying overstaffed queues and initiating voluntary early leave program to ensure cost-effectiveness of call center support strategy
    • Enhance operational effectiveness by observing and analyzing call center services, reporting on key performance metrics, recommending changes and advising leadership on strategies to improve effectiveness of workforce management and ensure achievement of business objectives
    • Contribute to a positive work environment by demonstrating cultural expectations and influencing others to reward performance and value “can do” people, accountability, diversity and inclusion, flexibility, continuous improvement, collaboration, creativity and fun
    • Support National General Insurance values in personal work behaviors, decision-making, contributions and interpersonal interactions; manage own career development by soliciting feedback and valuing other perspectives
  • Qualifications


    The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

    • High school diploma or general education degree (GED)
    • 1 year relevant experience
    • Experience evaluating and analyzing data in real time
    • Applied knowledge of Microsoft Excel
    • Terminology, function and fundamental capabilities of common computer, software, information and communication technology devices, components and concepts
    • Principles and processes for providing customer service and meeting established quality standards
    • Analyze and synthesize data to form options and recommendations
    • Anticipate future consequences and trends and create accurate forecasts and models
    • Use logic and reason to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems
    • Effectively present thoughts to key stakeholders to influence adoption of recommendations
    • Identify and anticipate issues; analyze surrounding data and available resources to prepare a plan of action
    • React to changing situations with timeliness and a sense of urgency
    • Must possess effective verbal and written communication skills
    • Seek opportunities to learn and grow
    • Initiative to set personally challenging, realistic and outcomes-focused goals
    • Ability to adapt to new situations and learn quickly
    • Excellent interpersonal skills with the ability to establish working relationships with individuals at varying levels within the organization
    • Professional, polished, poised and positive demeanor


    • Experience in a call center environment
  • Industry
  • Fun Fact
    We're a company of many niche businesses where you can grow and thrive in many different disciplines.
  • About Us

    National General is a leading insurance carrier which has been in the industry since 1939. Through subsidiaries and other affiliated companies, National General offers homeowners, flood, personal and commercial auto, RV, motorcycle, life, accident and supplemental health insurance products. National General Insurance is a thriving company committed to ensuring that our employees achieve their personal best. Our employees are advancing their careers at a best-in-class insurance provider that is an industry leader in innovation. We give employees resources which enable them to take charge of their own future success.