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LIVING OUR VALUES:
All associates are guided by Our Values. Our Values are the unifying foundation of our companies. We strive to ensure that every decision we make and every action we take demonstrates Our Values. We believe that putting Our Values into practice creates lasting benefits for all of our associates, shareholders, and the communities in which we live.

Summary:
As the Manager, Business Analysis within our Operations and Claims Department, you will play a crucial role in overseeing workforce logistics as well as developing, implementing, and managing all operational metrics. This position demands an in-depth understanding of both operational functions and contact center operations, along with expertise in data analysis. You will be responsible for translating complex metrics into effective strategies aimed at enhancing operational efficiency and performance. Your contributions will be critical in ensuring the operations and Claims teams meet their performance objectives and uphold excellent service standards.
Key Responsibilities:
Workforce Management and Scheduling: Develop and maintain staffing schedules in line with forecasted operational demands. Dynamically adjust schedules to optimize resource allocation.
Operations Metrics Development and Management: Innovate and oversee a comprehensive set of operational metrics, ensuring they accurately reflect overall performance and efficiency.
Data Analysis and Strategic Reporting: Perform in-depth analysis of operational data, identifying trends and improvement areas. Present findings and strategies to senior management.
Real-Time Operations Monitoring: Continuously monitor operational and call center data, ensuring resources are allocated effectively to meet real-time demands.
Performance Improvement Strategies: Leverage metrics to drive operational improvements, increase customer satisfaction, and achieve excellence in service delivery.
Cross-Departmental Collaboration: Collaborate with IT, HR, and other relevant departments to ensure a unified approach to workforce management and metric application.
Strategic Planning and Forecasting: Contribute significantly to strategic planning initiatives, providing data-driven insights to guide decision-making processes.
Issue Resolution: Identify and resolve problems affecting operations and the accuracy of metrics.
Compliance and Best Practices: Ensure all operations adhere to industry standards and implement best practices in workforce management and metrics analysis.

Qualifications:
Proven Experience in Workforce Management: Direct experience in managing a workforce in a call center environment, demonstrating the ability to handle scheduling, monitoring, and optimizing staff allocation.
Understanding of Call Center Metrics: Knowledge of key call center metrics and how they impact operations.
Expertise in Data Analysis: Demonstrated ability in analyzing complex data sets, with a strong focus on detail and accuracy.
Proficiency in Microsoft Excel: Extensive experience with MS Excel, indicating skill in handling, analyzing, and presenting data.
Experience in Metric Development: A track record of successfully developing and implementing operational metrics to improve business processes.
Skills:
Leadership and Team Management: Strong leadership skills with the ability to manage, inspire, and lead teams effectively, ensuring collaborative and efficient work.
Effective Communication: Excellent communication skills, both in writing and verbally, with the ability to make complex data understandable and actionable for various stakeholders.
Innovative and Strategic Thinking: An innovative mindset, with a focus on continuous improvement and strategic planning to enhance operational efficiency and effectiveness.

Qualifications:

Education and/or Experience:
Bachelor's degree from four-year college or university; plus, 5 8 years related experience and/or training; or equivalent combination of education and experience.
Compliance: Carries out responsibilities in accordance with the Companys Code of Business
Conduct, GSFS and FCI policies and operating standards and applicable federal and state laws.

Certificates, licenses, registrations*
Has a valid driver's license.

Physical requirement
The physical requirements described here are representative of those that must be met by an associate to successfully perform the essential functions of the job. While performing the duties of the job, the associate is required on a daily basis to analyze and interpret data, communicate, and remain in a stationary position for a significant amount of the workday; and frequently access, input, and retrieve information from the computer and other office productivity devices. The associate is regularly required to move about the office and around the corporate campus. The associate is occasionally required to travel to other sites, including out-of-state, where applicable, for business. The associate must frequently move up to 10 pounds and occasionally move up to 25 pounds.

Work environment
The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job. While the job is generally performed in an office environment, the associate is occasionally exposed to wet and/or humid conditions, areas in which moving mechanical parts, fumes, toxic or caustic chemicals are present, and outside weather conditions. The noise level in the office environment is typically quiet, but the associate may be occasionally exposed to loud noise levels.

TRAVEL REQUIRED
Minimal travel is required for this position (up to 10% of the time and on a domestic basis).
The Friedkin Group and its affiliates are equal opportunity employers and maintain drug-free workplaces by conducting pre-employment drug testing.
TOTAL REWARDS Our Total Rewards package is an integral part of how we recognize our associates contributions as well as attract, retain and reward the most qualified employees. We are committed to providing a fair and competitive compensation structure that includes base pay and performance based rewards, where applicable. Compensation is based on various factors including, but not limited to, skill set, experience, qualifications and job-related requirements. Our benefits include medical, dental, and vision along with wellness programs, retirement plans, paid leave and much more! To learn more about these programs and many more, take a tour of our Benefits Page