Farmers Insurance Careers

Workforce Management Real Time Analyst

Austin, Texas
Strategic Management & Administration

Job Description

Requisition ID: 1900003T
We are Farmers! 
Join a team of diverse professionals at Farmers to acquire skills on the job and apply your learned knowledge to future roles at Farmers. Farmers Insurance also offers extensive training opportunities through the award winning University of Farmers named by Training magazine amongst top 10 corporate training units in the world. Start your career at Farmers today! 
Job Summary
Provides business updates, data analysis and basic technical assistance to support overall strategic, business and operational planning, performance measurement, monitoring and reporting. Under direct supervision, performs work assignments and provides problem resolution to support other team members. 

Location: 15700 Long Vista Dr., Austin, TX 78728
Hours: Monday through Friday 6:30 AM -11:00 PM, Saturday and Sunday 8:00 AM -8:00 PM. Must be comfortable working evenings and weekends. 
Essential Job Functions 
  • Monitor and react to fluctuations in call volume (including partner).
  • Manage and adjust call routing when unusual call patterns exist.
  • Perform agent skill set administration.
  • Monitor agent schedule adherence & AHT metrics.
  • Monitor intraday results & make recommendations to utilize capacity or execute contingency plans.
  • Coordinate with leadership to assist in making decisions regarding overtime, voluntary time off and other off phone activities.
  • Analyze daily and historical performance data to identify trends and provide recommendations to leadership and Workforce Management team.
  • Facilitate opening trouble tickets and escalating where appropriate.
  • Provide timely updates to leadership regarding status of issues, estimated resolution and actions to mitigate.

Physical Actions 
Physical Environment 
Education Requirements 
High school diploma required. Four year degree or an equivalent combination of experience and relevant professional certifications is strongly preferred. 
Experience Requirements 
Two years of relevant WFM/real time analysis experience is required. 
Special Skill Requirement 
PC skills including use of word processing, spreadsheet, presentation and desktop publishing applications. 
Farmers is an equal opportunity employer, committed to the strength of a diverse workforce. 

Schedule: Full-time

Job Posting: 01/10/2019