Trupanion is a leading provider of medical insurance for cats and dogs in North America. Our mission is to help the pets we all love receive the veterinary care they need. At Trupanion, we offer a collaborative, casual, and pet-friendly environment where everyone is encouraged to be themselves.
Are you passionate about creating and analyzing reporting data to manage forecast accuracy, identify trends, and develop recommendations to improve Contact Center performance? Our Workforce Planning team is growing! The Workforce Planning Analyst is responsible for the daily efforts to provide a phenomenal customer and employee experience by effectively delivering real-time management and executing optimal schedule placements.
Candidates for this position have the option to work remotely from anywhere in the US, or out of our Seattle office, depending on their preference.
Key Responsibilities Include:
Utilize predictive analytics to generate and maintain accurate long term volume and workload (staffing demand) as well as forecasts of inbound/outbound calls, email, chat, and back-office work
Develop capacity plans to meet service level goals in accordance with established headcount targets and budgets with input from senior leadership and other key partners
Generate custom reports and dashboards to supervise organizational performance using raw data from the workforce management software platform while being versatile to assess other sources of interaction data and having a mastery of data definition differences
Produce daily and weekly reports covering current trends and contact drivers, and to help influence overtime or voluntary time off decisions
Perform smoothing of breaks and lunches, and standard methodologies in terms of automated optimization and scheduling off-the-phone activities, ensuring optimum coverage across all teams
Take charge of user profile, Workforce Intelligence, and Workforce Management configurations, and keep multiple stages of agent transition in mind
Qualifications (Please include a cover letter with your application!)
Education, Registration & Certification:
Bachelor’s degree in Mathematics, Statistics, Finance, Economics, or other quantitative fields, or equivalent work experience.
3+ years of demonstrated ability in workforce management or equivalent
Intermediate-to-advanced skills in Microsoft Excel
Familiarity with inContact CXOne and Calabrio WFM is a plus
Experience with SQL Server is a plus
Studio or scripting within other user interface applications desired
Dashboard tools such as InView, Interaction Analytics, Tableau, Power BI, or Sisense desired.
Since 2000, Trupanion has been innovating in the pet insurance industry. Our staff is comprised of veterinarians, veterinary technicians, and doting pet owners. We care passionately about pets and make sure our policy has what it takes to serve them and you.
We don’t just believe in the human-pet bond, we live it – every day. In our completely pet-friendly office, we are surrounded by dogs and cats who inspire us to do great work. We have a puppy play area in our lobby and pet beds and blankets at every cubicle to keep our pets warm and happy. When we say the office has “gone to the dogs,” we mean it literally and with the most love possible.