Call Center Scheduling & Traffic Controller

This is a fully remote opportunity and candidates can be seated in any state across the U.S.

Business hours are M-F from 12:00 - 9:00 PM EST

The ideal candidate will have prior experience in Call Center Workforce Scheduling.

Job Summary:

The Operations- Workforce Mgmt. is responsible for call center forecasting, scheduling, real-time queue, and staffing.

Key Responsibilities:

• Interprets records and compiles information by conducting in-depth analysis of call center data, reviewing statistics to ensure validity and identifying patterns and trends to translate raw data into actionable information for the benefit of Call Center leadership
• Contributes to increased efficiency and effectiveness of call center operations by communicating trends, identifying issues and recommending fact-based strategies to improve workforce management
• Assists in crafting monthly, quarterly, and annual reports to be administered to Call Center Leaders to better understand their efficiencies and bottlenecks
• Oversees daily activities related to assigned area of responsibility within department
• Develops, interprets, and maintains reporting to monitor agent performance within the Call Center and share findings with necessary leadership and Workforce Management Team to increase efficiency
• Actively identifies areas for continuous improvement, and communicates ideas on implementing improvements
• Compiles data on call center operations by pulling records from multiple databases, gathering information on a wide range of metrics and building specialized reports to provide a comprehensive view of Call Center performance and relevant statistics
• Shares analyses and findings by developing reports, creating business review presentations and communicating with business leaders to inform on call center operations and provide detailed resources in support of business objectives

Supervisory Responsibilities:

This job does not have supervisory duties

Preferred Qualifications:

Education and Experience

• High school diploma or equivalent experience
• 3 or more years of experience

Certificates, Licenses, Registrations

• None

Functional Skills

• Applied knowledge of technology, techniques and methodologies for mining database information
• Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint)
• Terminology, function and fundamental capabilities of common computer, software, information and communication technology devices, components, and concepts
• Applied knowledge of principles and methodologies for analyzing data from multiple sources and compiling findings into usable reports
• Data extraction, analysis and reporting
• Must possess effective verbal and written communication skills

National General prides itself on offering our employees a robust Total Rewards package which includes base salary. The base range offered for the role is: $39,500 - $45,400 and may vary based on internal equity, and job-related skills, knowledge and experience; among other factors. Other financial components may be added as part of the competitive compensation package, in addition to a full range of benefits, dependent on the level and position offered.

National General Holdings Corp. is an Equal Opportunity (EO) employer – Veterans/Disabled and other protected categories. All qualified applicants will receive consideration for employment regardless of any characteristic protected by law. Candidates must possess authorization to work in the United States, as it is not our practice to sponsor individuals for work visas.

In the event you need assistance or accommodation in completing your online application, please contact NGIC main office by phone at (336) 435-2000.

About National General Holdings:

National General Holdings Corp., a member of the Allstate family of companies, is headquartered in New York City. National General traces its roots to 1939, has a financial strength rating of A– (excellent) from A.M. Best, and provides personal and commercial automobile, homeowners, umbrella, recreational vehicle, motorcycle, supplemental health, and other niche insurance products. We are a specialty personal lines insurance holding company. Through our subsidiaries, we provide a variety of insurance products, including personal and commercial automobile, homeowners, umbrella, recreational vehicle, supplemental health, lender-placed and other niche insurance products.

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!

Companies and Partners

Direct General Auto & Life, Personal Express Insurance, Century-National Insurance, ABC Insurance Agencies, NatGen Preferred, NatGen Premier, Seattle Specialty, National General Lender Services, ARS, RAC Insurance Partners, Mountain Valley Indemnity, New Jersey Skylands, Adirondack Insurance Exchange, VelaPoint, Quotit, HealthCompare, AHCP, NHIC, Healthcare Solutions Team, North Star Marketing, Euro Accident.

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

• 401k w/ Company Match
• Medical, Dental, Vision benefits
• Subsidized parking (Cleveland office)
• Company Paid Holidays & Generous Time-off policy
• Employee Discount Program
• On-site Fitness Center (Cleveland and Dallas offices)
• Paid Training
• Life and Short/Long Term Disability Insurance
• Wellness Programs
• Career Advancement and Development Opportunities
• On-site Healthcare Clinic (Winston-Salem and Cleveland offices)

National General Holdings Corp. is an Equal Opportunity (EO) employer – Veterans/Disabled and other protected categories. All qualified applicants will receive consideration for employment regardless of any characteristic protected by law. Candidates must possess authorization to work in the United States, as it is not our practice to sponsor individuals for work visas.

In the event you need assistance or accommodation in completing your online application, please contact NGIC main office by phone at (336) 435-2000.