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Customer Center Technical Analyst

Company: Amalgamated Life Insurance Company
Location: White Plains
Posted on: November 18, 2021

Job Description:

Job Description This analyst will assist in day-day call trafficking and administer our workforce management technology. This person will provide operational input into strategic planning for future growth opportunities. The analyst will assist in the growing demand of custom client and operational reporting as well as evaluate and implement new tools and technologies. Responsible for the development of short and long term forecasting and for the scheduling of all call center resources Responsible for call center reporting and making recommendations to management on real-time staffing needs; analyze support metrics and identify trends Interfaces with ACD/WFM vendor to maximize utilization of call center tools Sign up new employers the portals; research and resolve portal technical issues Participate in portal designs, enhancements and UAT Analyze trends and make recommendations in relation to call volume, shrinkage, attendance, and attrition Accountable for identifying ongoing call center staffing needs and interfacing with management to recommend appropriate staff levels Manage time off scheduling process and tools Responsible for scheduling of call center meetings and overtime planning Responsible for helping us benchmarking call center practices Supports continuous improvement to achieve consistently excellent client and employee satisfaction; identifies and recommends improvements in processes, procedures and tools usage Lead and participate in cross-functional project teams; lead and provide feedback to managers Qualifications: High School diploma or equivalent; some college preferred Knowledge of call center technology Enjoy working with numbers and experience in creating formal presentation for senior management and clients Technically savvy Professional service attitude Excellent communication skills, verbal and written An advocate for the customer by communicating customer needs/trends and share ideas to improve the service we provide to our customers Ability to contribute to a team environment but can work well independently Proficient with all MS Office applications and Outlook Company Description Amalgamated Life Insurance Company Founded in 1943, Amalgamated Life Insurance Company is now recognized as one of the nation's leading providers of high quality life, health and worksite/voluntary insurance solutions. The Company's high quality claims management and fiscal stability have earned it over 40 consecutive A.M. Best "A" (Excellent) ratings since 1975, as well as six consecutive placements on the "Ward's 50" list of the nation's top performing insurance companies. Headquartered in White Plains, NY, Amalgamated Life is an employee-centered organization with a robust, highly-competitive employee benefits and compensation package. Employees enjoy a pleasant, modern workplace environment, which features state-of-the-art technology, onsite caf-- and fitness facilities. The Company sponsors many nonprofit and charitable endeavors and supports its employees' participation in these worthwhile causes. Amalgamated Life is a member of the Amalgamated Family of Companies. Benefits Amalgamated Life takes pride in the competitive and extensive benefit programs that are offered to our full-time employees. Amalgamated Life's benefits package includes: Health and Dental Insurance Optical Coverage Disability Coverage: Short-Term ; Long-Term Plans Life Insurance Coverage Pension Plan 401(k) Plan Fidelity Goal Planner After-Tax Savings Plan Flexible Spending Accounts for Health Care and Dependent Care Tuition Reimbursement Fitness Gym Membership Discounts e-TRAC (New York) Time off Benefits: Vacation, Sick Days, Personal Days, Holidays Opt-Out Reimbursement Program Employee Referral Award Program This Employer Participates in E-Verify. See the E-Verify notices. Este Empleador Participaen E-Verify. Ver el E-Verify avisos.

Keywords: Amalgamated Life Insurance Company, White Plains , Customer Center Technical Analyst, Professions , White Plains, New York

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