Workforce Team Lead

Operations$77,900.00 - $128,600.001Under general supervision directs the operations and workforce management staff, and the business and financial controls based on senior management strategic direction. Set priorities for self and others on the team. Ensure that the appropriate metric reports are being developed and analyzed to facilitate the management of the business. Works with manager to help develop and coordinate staffing requirements. Establish and recommend procedures that focus on business process improvement. Resolve system and telephony problems. Communicates results to department leaders and demonstrates ability to solve inquiries using technical ability, research or collaboration with Workforce employees Participate and lead projects including technology, process, efficiency and departmental initiatives. Provide support to Contact Center Management and members of the Workforce Management organization. This position may manage others.

• Manage, analyze and report on overall performance of contact centers, and individual/team/staff results.
• Manage adherence to telephone/system strategies and protocol, and support activities.
• Assists leadership in developing insights and recommendations for operational issues.
• Leads daily strategy meetings with Business Center Leaders.
• Acts as a subject matter expert for workforce employees and assists with educating the management staff on workforce processes and/or principals.
• Work in conjunction with business leaders to establish goals and best practices that support daily field operational responsibilities.
• Conduct periodic reviews to validate/ensure effective interaction between relevant business partners.
• Analyze trends to address strategic issues.
• Manage and coordinate technology support, call routing, security, and equipment procurement for the contact centers.
• Software configuration
• Other duties as assigned.
• This is a Team Lead position.
• Perform other duties as assigned.

• Strong working knowledge of contact center operations
• Property Casualty insurance product and systems knowledge is preferred.
• Knowledge of Workforce Management system and contact routing system is preferred

• Minimum college degree or commensurate 2 years work experience in management information, finance, statistical analysis, Workforce Management, or contact center.
• Working knowledge of Microsoft applications including Excel, Word and PowerPoint is required.

• Health Insurance: Employees and their eligible family members – including spouses, domestic partners, and children – are eligible for coverage from the first day of employment.
• Retirement: Travelers matches your 401(k) contributions dollar-for-dollar up to your first 5% of eligible pay, subject to an annual maximum. If you have student loan debt, you can enroll in the Paying it Forward Savings Program. When you make a payment toward your student loan, Travelers will make an annual contribution into your 401(k) account. You are also eligible for a Pension Plan that is 100% funded by Travelers.
• Paid Time Off: Start your career at Travelers with a minimum of 20 days Paid Time Off annually, plus nine paid company Holidays.
• Wellness Program: The Travelers wellness program is comprised of tools and resources that empower you to achieve your wellness goals. In addition, our Life Balance program provides access to professional counseling services, life coaching and other resources to support your daily life needs. Through Life Balance, you’re eligible for five free counseling sessions with a licensed therapist.
• Volunteer Encouragement: We have a deep commitment to the communities we serve and encourage our employees to get involved. Travelers has a Matching Gift and Volunteer Rewards program that enables you to give back to the charity of your choice.