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Workforce Management Real-Time Analyst (Hybrid)

Company: Primerica Inc.
Location: Duluth
Posted on: November 26, 2022

Job Description:

Join Our Team

In 2022, the Atlanta Journal-Constitution named the Primerica one of the best places to work for the ninth consecutive year. Also in 2022, Primerica was named one of the Best Employers for Diversity by Forbes for the second consecutive year. Forbes also named Primerica as one of America's best Insurance companies for 2022. Primerica ranks 6th among 25 companies included in the Term Life Insurance category. Over the past seven years Primerica has consistently been voted Best Employer by Gwinnett Magazine in its special "Best of Gwinnett" winner editions. Primerica is a great place to work! Join our team to experience what it's like to work at "one of the best places to work in the metro Atlanta".

About this Position

The Workforce Management Real-Time Analyst is responsible for managing and ensuring that the service level agreements for various programs are met.

This is a hybrid position. Candidate must be willing to work in the office Monday - Thursday. Work Hours are 9am - 6pm EST.

Responsibilities & Qualifications

Main Responsibilities:

* Manage the call volume, daily attendance, and program break schedules

* Assist with the creation of metrics and targets for services

* Work closely with the operations team to analyze and help improve their delivery processes

* Generate ideas for process and service improvement planning

* Produce daily, biweekly, and monthly internal reports

* Use trends and reports to forecast requirements

* Assist with projects and other duties as requested or assigned

Skills and Qualifications:

* Demonstrate sound work ethic

* Must have advanced level Microsoft Excel skills - Including advanced formulas, also Word and Email

* Experience with IEX, CMS, Avaya, Symposium, and Blue Pumpkin an asset

* Ability to create reports in Excel and forecast results

* Attention to detail and high level of accuracy

* Ability to multi-task, focus and complete reports for extended periods of time

* Previous call center experience a plus

* Previous Work Force Management experience is required

Personal Attributes:

* Ability to take initiative

* Flexible team player with a positive attitude

* Must have good time management with the ability to work with minimal supervision and under tight timelines

* Capable of managing multiple simultaneous projects

* Must be friendly and professional with a positive attitude

* Organized with the ability to quickly and effectively adapt to change

* Excellent attendance record

* Able to communicate professionally - oral and written

* Problem-solving skills

FLSA status:

This position is exempt (not eligible for overtime pay):


Our Benefits:

* Day one health, dental, and vision insurance

* 401(k) Plan with competitive employer match

* Vacation, sick, holiday and volunteer time off

* Life and disability insurance

* Flexible Savings Account & Health Savings Account

* Professional development

* Tuition reimbursement

* Company-sponsored social and philanthropy events

It has been and will continue to be the policy of Primerica, Inc., and its subsidiaries to be an Equal Opportunity Employer. We provide equal opportunity to all qualified individuals regardless of race, sex, color, religious creed, religion, national origin, citizenship status, age, disability, pregnancy, ancestry, military service or veteran status, genetic or carrier status, marital status, sexual orientation, or any classification protected by applicable federal, state or local laws.

At Primerica, we believe that diversity and inclusion are critical to our future and our mission - creating a foundation for a creative workplace that leads to innovation, growth, and profitability. Through a variety of programs and initiatives, we invest in each employee, seeking to ensure that our people are not only respected as individuals, but also truly valued for their unique perspectives.

Keywords: Primerica Inc., Roswell , Workforce Management Real-Time Analyst (Hybrid), Executive , Duluth, Georgia

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