**Customer Service - Workforce Analyst**:
**WE OFFER **:Acting with a consultant mentality in order to support both the Customer Service Call Center and HSB Call Center in reporting, scheduling, and providing analytical research and suggestions for proper staffing, meeting department metrics, & suggesting process improvements.
- Actively plans and makes recommendations for staffing ensuring proper coverage to support the overall department goals.
Ensuring issues raised by customers/partners receive a prompt response in efforts to assist the department in meeting our goals.
Training and partnering with the Support Team to ensure we are monitoring CMS to identify and communicate adherence concerns and challenges to support call volume.
- Monitor phone lines, create, & update schedules for 120 + call center.
Coordinating time off requests with proper staff levels within each team.
- Partnering and working with the management team to work toward common departmental initiatives and changes.
- Serving as a first line of defense before escalating to Telecom to ensure technical supports and needs are met to better serve our business requirements.. Training and partnering with the Support Teams to ensure we are adequately covered to support the department.
- Work At Home point of contact for 40+ associates for technical issues
- Organizing people & activities, understanding how to separate or combine tasks into efficient work flows.
Looking for opportunities through out of the box thinking to provide efficiencies to better the customer experience and business need.
Using analytical skills to solve difficult problems with effective solutions and identifies what is at the root of the problem, distinguishes symptoms from causes.
Partnering with Telecom to ensure support and technical needs are met to better service our customers and enhance technology.
**WE EXPECT **:At American Modern, a subsidiary of Munich Re, we see Diversity and Inclusion as a solution to the challenges and opportunities all around us.
Our goal is to foster an inclusive culture and build a workforce that reflects the customers we serve and the communities in which we live and work.
We strive to provide a workplace where all of our colleagues feel respected, valued and empowered to achieve their very best every day.
We recruit and develop talent with a focus on providing our customers the most innovative products and services.
- We are an equal opportunity employer.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Maintain strong analytical skills
- Demonstrate excellent verbal and written communication skills
- Proficient in identifying issues/enhancements; Determining root cause of concern and recommend resolution
- Exhibit strong technical skills
- Ability to work in a small team environment with self-driven direction
- Knowledge of Tableau and Power BI (preferred)
- Active P&C License (preferred)
American Modern is a widely recognized, national leader in the specialty insurance business.
With close to 50 years of experience in the manufactured housing insurance sector, the company delivers specialized products and services for residential property and the recreational market.
One of our newest lines is pet health insurance.
The company is headquartered in suburban Cincinnati, Ohio.
American Modern is licensed in all 50 states and offers insurance products through a number of property and casualty companies which serve more than 1.7 million policyholders.
As part of its parent company, American Modern's companies are rated A+ (Superior) by the A.M. Best Company an independent analyst of the insurance industry, and is also a Ward's 50® Top Performer another well-regarded industry standard of stability and excellence.
American Modern joined Munich Re as a key part of the world reinsurance leader's North American insurance operations in April 2008.
Munich Re has approximately 47,000 employees in over 50 locations throughout the world and operates in all lines of insurance.
It is among the top 100 companies on the Forbes Global 500 list.