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Sr. Operations/Contact Center Analyst 

EOE StatementWe are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.
Location Ohio - Cleveland  
Category Operations  

Position Responsibilities:

The Operations Analyst will partner with internal Contact Center management teams to help them analyze and improve the operational health of the business.  The analyst will also be asked to perform ad hoc analyses and manage/lead analytical projects.

The analyst will also lead financial reporting, expense and budgeting activities for Policy Operations and Direct Marketing.

 Primary Responsibilities:

Major functions/duties include:

  • Build, maintain and refine reports to measure and monitor the operation for all transaction-based activity
  • Create reports and perform analyses to measure overall operational efficiency from aggregate levels to agent/rep levels
  • Monitor the impact of variables/activity on operational environment including all associated processes that impact the business result
  • Coordinate Operations Budget/Expense activities and serve as liaison with Finance/Accounting in forecast and variance exercises related to expenses
  • Support Contact Center Intranet Dashboards

 Act as Operations liaison for all NGIC contact centers:

  • Partner with management to answer questions, address issues, gather data needed and make recommendations
  • Coordinate with contact center management and marketing to ensure all analytical needs are met
  • Perform root cause analyses to explain variances to forecast/plan
  • Conduct analyses around call center capacity planning.  This includes:
    •       Call forecasting/modeling
    •       Staffing forecasting/modeling
    •       Hours of operation analysis
    •       Schedule re-bid analysis when major changes to agent schedules are done

  Analysis of Service Level impact of capacity deficits or surpluses

Position Requirements Required Qualifications:
• Bachelor Degree in Business, Math, Economics, Finance
• Minimum of 2-5 years of prior experience in a marketing, analytics or IT role, Preferably a Call Center or Contact Center Environment
• Demonstrated ability to organize, pull and analyze large/complex data sets
• Strong aptitude for math with identified ability to use data and provide recommendations
• Highly quantitative, data access, extraction and manipulation skills
• Effective planning and organizational skills
• Self motivated, independent problem solver, who can take direction and work independently towards a goal
• Very attentive to detail with the ability to multi-task, prioritize and work well under deadlines
• Ability to drive for results, see trends/patterns within data sets, synthesize analyses into viable recommendations
• Superior oral and written communication skills. Experience in presenting findings to senior management
• Advanced to Expert Level Proficiency with Microsoft Excel and Microsoft Access
• Proficiency with SAS/SQL or other database/statistical management software

Desired Qualifications:
• Experience in call centers, especially around workforce management and/or capacity planning
• Effective planning and organizational skills
• Some project management experience
About the Organization National General Insurance is one of the largest automobile insurers in the United States. National General Insurance offers a variety of property and casualty products, including personal auto, RV, motorcycle, commercial auto and homeowners insurance. With a nationwide network of claims professionals, local independent agents and a 24-hour, toll-free claims hotline available 365 days a year, National General Insurance provides superior claims service for its customers.

National General is a fast paced, dynamic, and entrepreneurial organization. Our team members live by and exemplify what we call the 4Es. At National General, we are Energized, Engaged, Empowered, and we Execute every day in order to provide an exceptional experience for our customers! We are passionate about our organization and the value that we add every day. A successful candidate with National General will embody the 4Es. Our team is poised to outperform the competition. We are National General Insurance and with us you can be extraordinary! Come join our team!

In addition to a phenomenal career opportunity, National General Insurance offers an excellent benefits package including:

• Paid Training
• Medical, Dental, Vision benefits
• Wellness Programs
• Life and Short/Long Term Disability Insurance
• 401k w/ company match
• Company Paid Holidays
• Generous Time-off policy
• On-site Healthcare Clinic (Winston-Salem and Cleveland offices)
• Subsidized parking (Downtown Cleveland)
Req Number OPE-13-00006  

This position is currently not accepting applications.

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