Workforce Management Specialist

Established in 2021, Independence Pet Holdings is a corporate holding company that manages a diverse and broad portfolio of modern pet health brands and services, including insurance, pet education, lost recovery services, and more throughout North America.

We believe pet insurance is more than a financial product and build solutions to simplify the pet parenting journey and help improve the well-being of pets. As a leading authority in the pet category, we operate with a full stack of resources, capital, and services to support pet parents. Our multi-brand and omni-channel approach include our own insurance carrier, insurance brands and partner brands. 

Pets Best, a subsidiary of IPH, offers pet insurance and wellness plans for dogs and cats in every state. Founded in 2005 with a mission to provide access to comprehensive animal healthcare at an affordable price, Pets Best delivers flexible coverage, an easy claims process, and excellent customer service.

Job Summary:

Pets Best is seeking a Workforce Management Specialist who will support the Pets Best Workforce Planning Operations team with real time monitoring of call queues with appropriate resource movement, hourly/daily/weekly/monthly reporting and special projects as assigned.

Main Responsibilities:

• Daily exception entry and audit of exception process.

• Real-time monitoring for associate check-in and service level, and workload assurance.

• Support schedule bids, schedule and plan meetings, training, off-phone activities, provide information for data entry into scheduling platform.

• Utilize scheduling platform to track and facilitate associate schedule changes, illness, personal business, and time off time.

• Create timely reports for feedback to associates regarding general exceptions and adherence.

• Ensure scheduling and productivity data is accurately collected and communicated timely.

• Communicate with WPO analyst team, Telecommunications team, and business leaders regarding call volume, inventory volume, and service levels.

• Make recommendations and decisions about scheduling and shift changes.

• Support production of contact center, claims, and data entry/admin daily, weekly, monthly and Ad Hoc reporting.

• Position duties will continually be redefined as business needs dictate.

• Performs other related special assignments as may be required.

Qualifications:

• Minimum of 1 year of call center experience

• Minimum 6 months experience using all the following programs: Verint (or Aspect), Kronos and/or Workday & Avaya CMS Supervisor or other Workforce Planning Software applications

• Intermediate Microsoft Office proficiency (Excel, PowerPoint)

• Ability to work a flexible schedule - including working nights, weekends and holidays per business needs. Shift workdays could be: Tues-Sat, Sun-Thurs, or Mon-Fri

Preferred Qualifications:

• Advanced Microsoft Office proficiency (Excel, PowerPoint) to include ability to develop spreadsheets using complex formulas and pivot tables.

• Proven strong math skills

• Demonstrated strong interpersonal and verbal communication skills to communicate with all levels of the organization

• Self-motivated and committed to the success of the organization

• Commitment to quality, accountability and integrity

• Commitment to work in a team environment

• Ability to handle confidential issues

• Flexibility relating to position and work schedule.

• Knowledge of WFP software, contact center industry, and back-office production environments.

All of our jobs come with great benefits including healthcare, parental leave and opportunities for career advancements. Some offerings are dependent upon the location of where you work and can include the following:

• Comprehensive full medical, dental and vision Insurance
• Basic Life Insurance at no cost to the employee
• Company paid short-term and long-term disability
• 12 weeks of 100% paid Parental Leave
• Health Savings Account (HSA)
• Flexible Spending Accounts (FSA)
• Retirement savings plan
• Personal Paid Time Off
• Paid holidays and company-wide Wellness Day off
• Paid time off to volunteer at nonprofit organizations
• Pet friendly office environment
• Commuter Benefits
• Group Pet Insurance
• On the job training and skills development
• Employee Assistance Program (EAP)