Workforce Real-Time Analyst

Why work with us?

The North American branch of Generali Global Assistance offers a diverse and inclusive work environment while employees work towards making real difference in the lives of our clients. As an Organization, we pride ourselves with offering white glove service while being mindful of corporate responsibility and our environmental footprint.

Employees enjoy a plethora of benefits to include:

• A diverse, inclusive, professional work environment
• Flexible work schedules
• Company match on 401(k)
• Competitive Paid Time Off policy
• Generous Employer contribution for health, dental and vision insurance
• Company paid short term and long term disability insurance
• Paid Maternity and Paternity Leave
• Tuition reimbursement
• Company paid life insurance
• Employee Assistance program
• Wellness programs
• Fun employee and company events
• Discounts on travel insurance

Who are we?

Generali Global Assistance is proudly part of the Europ Assistance Group brand and our products utilize a number of corporate and product brands. The brands for our North American team include the following:

• CSA: US travel insurance brand for retail and lodging partners. Learn more here.
• Generali Global Assistance (GGA): The primary Corporate brand in the United States for our travel insurance, travel assistance, identity and cyber protection, and beneficiary companion products. Learn more here.
• GMMI: the industry standard for global medical cost containment and medical risk management solutions. Learn more here.
• Iris, Powered by Generali: identity and digital protection solution. Learn more here.
• Trip Mate: US travel insurance brand for tour operator, cruise and airline partners. Learn more here.

What you’ll be doing.

The Workforce Real-Time Analyst monitors real-time call center key performance indicators including service level, average speed of answer, average handle time, utilization, occupancy, and volume across multiple media types and sites. This position makes real-time decisions impacting staffing and forecast variance and will assist in intraday management with the purpose of optimizing resources to achieve business objectives. The Workforce Real-Time Analyst works with the operations teams to ensure all administrative elements are tracked and logged in the WFM system. This position reports to the Director, Operations Strategy.

Principal Duties and Responsibilities:

Intraday Monitoring

• Intraday real time monitoring of service levels for all queues at all sites to ensure optimal staffing levels
• Real-time monitoring of sites’ adherence to scheduled requirements
• Review, coordinate, and consult with the appropriate stakeholders to seek approval for overtime or variable time off when required
• Monitor and manage agents’ skilling and priorities to ensure equitable distribution of the workload and efficiency in meeting all KPI’s (SLA, Occupancy, AHT)
• Coordinates appropriate staffing allocation and availability of call center staff in order to achieve service level objectives
• Adjust intraday forecasts derived from understood business drivers to determine required staffing levels by projecting call volumes, call duration, and required staffing levels using current trends and historical data
• Facilitate daily syncs with management of Operations and Operation Strategy to align on current day’s performance objectives

Daily Administrative

• Assignment of staff to scheduled shifts within WFM tool
• Manage shift swaps where necessary
• Efficiently optimize breaks, meetings, huddles and partner with Operations staff to efficiently schedule all necessary offline activities
• Review and enter daily exceptions requests, updates schedules and responds to escalated issues and ad-hoc requests
• Monitor/track call outs, tardiness, and PTO. Entering real-time exceptions into workforce management tracking system (absence, tardiness, trainings, meetings, overtime, etc.)
• Administers volume contingency action plans as deemed necessary and appropriate
• Manage, track and record outage announcements
• Ensures that all reports originating from the department are accurate and reliable
• Coordinate with other operations teams to manage spikes, outages, and special campaigns and ensure required non-phone activities are properly prioritized within acceptable time frames
• Ensure new hire profiles are created and set up in the WFM with appropriate shifts and classifications.
• Ensure user access levels are set appropriately
• Maintain/update staff lists – starts, terms, and training groups

Required / Desired Knowledge, Experiences and Skills:

• Minimum of two years’ experience in performing workforce management functions (specifically real-time management), preferrable in a call center environment.
• Must have a good working knowledge of Excel and can create, organize, and analyze data in a structured manner.
• Ability to make decisions specific to any situations, especially when encountering unexpected obstacles.
• High attention to detail and timelines, occasionally under time pressure while tackling several tasks at once.
• Ability to work independently without supervision and proactively with excellent time management.
• Comfort in a fast-paced environment.

Education/Certifications:

• High School Diploma or Equivalent (GED) required.
• Bachelor’s degree in mathematics or business preferred.

Where you’ll be doing it.

This is a hybrid role based out of our Pembroke Pines, FL office. As a hybrid role, you will be working onsite 2-3 days a week and working from home 2-3 days a week.

When you’ll be doing it.

While there is some flexibility in the hours, this position will be Monday-Friday during regular business hours (approximately 8:00am-5:00pm). Occasional overtime may be required according to business need.

Apply today to begin your next chapter.

Don’t meet every single requirement? At Generali Global Assistance, we are dedicated to building a diverse, inclusive and enriching workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

California Residents - Privacy Notice for California Residents Seeking Employment with Generali Global Assistance is available here: https://us.generaliglobalassistance.com/privacy-notice-for-california-residents-seeking-employment/

The Company is committed to providing equal employment opportunity in all our employment programs and decisions. Discrimination in employment on the basis of any classification protected under federal, state, or local law is a violation of our policy. Equal employment opportunity is provided to all employees and applicants for employment without regard age, race, color, religion, creed, sex, gender identity, gender expression, transgender status, pregnancy, childbirth, medical conditions related to pregnancy or childbirth, sexual orientation, national origin, ancestry, ethnicity, citizenship, genetic information, marital status, military status, HIV/AIDS status, mental or physical disability, use of a guide or support animal because of blindness, deafness, or physical handicap, or any other legally protected basis under applicable federal, state, or local law. This policy applies to all terms and conditions of employment, including, but not limited to, recruitment and hiring, classification, placement, promotion, termination, reductions in force, recall, transfer, leaves of absences, compensation, and training. Any employees with questions or concerns about equal employment opportunities in the workplace are encouraged to bring these issues to the attention of Human Resources. The Company will not allow any form of retaliation against individuals who raise issues of equal employment opportunity. All Company employees are responsible for complying with the Company’s Equal Opportunity Policy. Every employee is to treat all other employees equally and fairly. Violations of this policy may subject an employee to disciplinary action, up to and including termination of employment.