PRIMARY PURPOSE:
This position is part of the Workforce Planning Team within the Client Services Department, and is responsible for real-time managing and directing of all Contact Center traffic utilizing the Workforce Management Suite (system) application. Primary responsibilities also include making effective decisions to effectively handle these volumes such as approved time off, shift changes and contact center activities that affect staffing and the department’s ability to meet established Service Level Objectives. This position requires strong analytical skills and the desire to embrace and initiate continuous improvement in the center. This role also requires an effective communicator who can work with employees and leadership at all levels of the organization to assist in meeting business unit goals, client goals, and corporate objectives.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Following is a summary of the essential functions of this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.
MINIMUM SKILLS AND COMPETENCIES:
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.
DESIRED SKILLS:
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.