<tbody><tr> <td>Title</td> <td><h1>Agency Workforce Manager </h1></td> </tr><tr> <td>About the Organization</td> <td> </td></tr><tr> <td>Description</td> <td>Agency Workforce Manager Base Pay Midpoint: $88,000 | Remote | Report to Head of Enterprise Operations Are you ready to be a part of something BIG and GROUNDBREAKING? At Covered, we are focused on building the future of insurance. Joining Covered Insurance means stepping into a FAST-PACED, INNOVATIVE environment where you can help to REDEFINE the future of insurance. Unlike traditional firms, we leverage cutting-edge APIs, pre-built UI components, and a full-service licensed stack to create smarter, more customer-centric solutions. Who Is Covered? Covered, a best-in-class B2B2C embedded insurance marketplace, intends to make insurance easy to understand and painless to purchase. We believe the independent agent is increasingly important, and technology should be built to empower the agent and deliver delightful digital experiences to the customer. By partnering with lenders, financial institutions, and fintech companies, we deliver our personalized embedded insurance marketplace to their customers. About This Role The Agency Workforce Manager is responsible for managing the Agency’s FORECASTS to accurately plan, report on, and project the Agency’s staffing needs that are required to support the operations goals across multiple channels. The Workforce Manager ensures the validity of data through reporting and recommends and implements BUSINESS STRATEGIES to increase efficiencies to enable contact center teams to meet overall goals. The Workforce Manager is also responsible for administration of SCHEDULING and driving utilization. It is the role of the Workforce Manager to make daily changes as necessary to the staffing and call flows to ensure that the Agency’s call center operations are meeting the goal of key partnerships. They are required to act autonomously in their decision making when it comes to Agency telephony. This role offers a unique opportunity to significantly contribute to the growth and data-driven culture of a rapidly expanding startup. Candidates who are passionate about leveraging data for actionable insights and thrive in a dynamic setting are encouraged to apply. About You And Your Experience <ul> <li>Bachelor’s degree in Business Administration or similar field</li> <li>5+ years’ experience in agency workforce management</li> <li>3+ years’ experience monitoring and reporting real time performance analytics</li> <li>High level of proficiency with CRM platforms (i.e., HubSpot), BI tools (i.e., Sigma), and spreadsheet applications (i.e., Excel/Google Sheets)</li> <li>Expert proficiency with telephony systems (i.e., Dialpad, Five9) and workforce monitoring systems (i.e., ActivTrak)</li> <li>Adaptability to a dynamic, fast-paced startup environment with evolving priorities; demonstrated agility in adjusting strategies as necessary</li> <li>Advanced customer focus and customer service skills</li> <li>Ability to collaborate with stakeholders to identify data requirements and develop tailored solutions</li> <li>Strong analytical and problem-solving abilities with a commitment to process improvement</li> <li>Meticulous attention to detail</li> <li>Exceptional communication skills, with the ability to articulate complex data insights to technical and non-technical stakeholders</li></ul> You Say Benefits? We Say “ItsCovered” We believe in taking care of our team with a competitive benefits package that includes: <ul> <li>Culture: work with passionate, innovative professionals who love what they do. Learn from the best, work with the best!</li> <li>Medical, Dental, and Vision Insurance to keep you healthy and covered.</li> <li>FSA and HSA for added financial flexibility.</li> <li>Life Insurance, AD&amp;D, STD, and LTD to protect you and your loved ones.</li> <li>401(k) Retirement Savings Plan to help you build a secure future.</li> <li>Casual Time Off Policy: take the time you need to recharge.</li> <li>13 Paid Holidays per year to celebrate and relax.</li></ul>  </td></tr><tr> <td>Position Requirements</td> <td>Role Accountabilities Include, But Are Not Limited To: <ul> <li>Develops capacity planning tools to accurately forecast customer volume via various channels hourly, daily, and monthly, then translates this information into hiring forecasts and staff schedules.</li> <li>Optimizes schedule placement to best match volume arrival patterns.</li> <li>Manages the real-time placement of staff and flow of work throughout the day to account for variations from forecast and unexpected staffing situations, so that customers receive the timeliest resolution possible.</li> <li>Responsible for making daily decisions that impact service level and answer rate goals per partnership contracts.</li> <li>Ensures clear goals, service-level objectives, and performance standards are established, communicated, and implemented across all levels within the departments and contact center.</li> <li>Responsible for call center adherence and reporting back to key stakeholders.</li> <li>Processes time off requests and adherence exceptions.</li> <li>Monitors and establishes best practices and actionable insights and relays them back to stakeholders.</li> <li>Establishes, monitors, and maintains the call routing strategies and user maintenance of queues.</li> <li>Analyzes call routing problems from multiple vantage points, and creates and modifies complex scripting based on contact center queues.</li> <li>Assists with the Agency onboarding and offboarding process of new hires, i.e., assigning calls centers and call monitoring tools.</li> <li>Regularly audits staffing and shift data.</li> <li>Provides analysis of call data.</li> <li>Prepares and delivers presentations and written reports to management on workforce management performance and efficiency.</li> <li>Work closely with sales, service, QC, and training staff to provide coaching, training, and feedback to all teams.</li> <li>Provides data for individual performance review and overall team effectiveness for upper management.</li> <li>Collaborates with all departments to optimize customer experience.</li> <li>Identifies and implements opportunities for process improvement.</li> <li>Presents monthly and annual call center action plans and objectives.</li></ul> Key Performance Indicators: <ul> <li>Speed to Lead</li> <li>Average Speed to Answer</li> <li>Service Level</li> <li>Average Talk Time</li> <li>Abandonment Rate</li> <li>Answer Rate</li> <li>Unanswered Calls</li> <li>Rejected Calls</li> <li>Average Time on Phone</li> <li>Average Time in Productive Active State</li></ul> Essential Role Requirements Must be able to be perform responsibilities with or without reasonable accommodation <ul> <li>Work Environment: Denver, CO HQ; Westlake Village, CA office; or Remote</li> <li>Physical Demands: <ul> <li>Must be able to sit for extended periods</li> <li>Ability to work on the computer &amp; use virtual communication tools</li> <li>Effective listening &amp; communication skills required</li> <li>Proficient in English speaking &amp; writing</li> <li>Some travel may be required</li> </ul> </li></ul>   Disclaimer This job description aims to provide essential information about the scope of this position and the nature and level of work performed by individuals occupying it. It is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities, or working conditions associated with this position. As with everything in life, circumstances change. The tasks, accountabilities, and experience requirements may be altered, added to, removed, amended, deleted, and modified at any time by management with or without prior notice. We are committed to maintaining a workplace free from discrimination and harassment. We expect every team member to contribute to an environment where everyone feels included and respected. We are an equal-opportunity employer and do not discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, marital status, veteran status, or disability status. We make reasonable accommodations for the religious practices and any mental health or physical disability needs of applicants and employees. Employment decisions, including hiring decisions, are based on performance and experience.  </td></tr><tr> <td>Close Date</td> <td> </td></tr><tr> <td>Post Internal Days</td> <td>0 </td></tr><tr> <td>EOE Statement</td> <td>We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law. </td></tr><tr> <td>Req Number</td> <td>REV-25-00003 </td></tr><tr><td></td></tr><tr><td>This position is currently accepting applications.</td></tr><tr><td><a>Apply Now</a></td></tr> <tr> <td> </td> </tr> </tbody>