Workforce Management Analyst

India·Bangaloremid

OperationsWorkforce Management Analyst

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Quick Summary

Key Responsibilities

Partner with managers and other stakeholders to ensure the highest level of performance for our support and operations teams Use metrics, your own analysis,

Technical Tools

OperationsWorkforce Management Analyst

About the Role

~1 min read

Creating a world-class customer experience is critical to Ethos’ mission and will continue to determine our growth and success in the life insurance industry. We are looking for a Workforce Management Analyst who can help enable our Customer Experience (CX) teams to deliver this experience by helping create and maintain critical CX processes

Responsibilities

~1 min read

→Partner with managers and other stakeholders to ensure the highest level of performance for our support and operations teams
→Use metrics, your own analysis, and other feedback mechanisms to develop forecast models for support team volumes based on historical data, seasonal trends, and product launches
→Scheduling of resources for different focus areas and support channels to maximize coverage of customer interactions across all support channels
→Conduct analysis and real time monitoring of support team members’ performance and schedule adherence
→Strategize and develop new processes to monitor productivity and performance for support teams
→Uncover and review actionable data-driven insights with management to drive informed decisions, improve the customer experience processes, fuel overall productivity, and improve customer satisfaction
→Design internal processes and help implement new software and systems to drive productivity and automation at scale to better manage a large team of support reps
→Partner with leadership to gather required data inputs required to track data and translate data into useable insights
→Stay current on the latest industry trends, tools, and techniques to ensure we’re implementing solutions and creating processes that will help provide the best customer experience possible

Requirements

~1 min read

3+ years experience as an operations professional with at least some experience specifically in workforce management operations
Extreme attention to detail with an analytical approach to problem solving and process development
Ability to think strategically, identify key business issues, and develop innovative solutions to complex problems
Proficiency in analyzing data, interpreting metrics, and generating actionable insights; strong knowledge and experience with Excel or Google Sheets is an absolute requirement
Expertise in identifying inefficiencies and leading process improvement initiatives
Strong communications skills with the ability to articulate messages to a variety of stakeholders and audiences

Don’t meet every single requirement? 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 anyway. At Ethos we are dedicated to building a diverse, inclusive and authentic workplace.

We are an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Pursuant to the SF Fair Chance Ordinance, we will consider employment for qualified applicants with arrests and conviction records.

To learn more about what information we collect and how it may be used, please refer to our California Candidate Privacy Notice.

Recruitment Notice: Please be aware of recruitment scams. All legitimate communication from our team will only come from email addresses ending in @ethos.com or @getethos.com.

We will never ask for payment, banking details, or sensitive personal information during the hiring process. If you are contacted by someone claiming to represent us from a different email address, please treat it as fraudulent.