Workforce Management Analyst

Ethos; Bengaluru; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Ethos is seeking a Workforce Management Analyst to optimize our Customer Experience operations. You will help create and maintain CX processes, forecast volumes, and schedule resources to maximize coverage across channels.

You’ll monitor real-time performance, develop productivity improvements, and translate data into actionable insights to drive customer satisfaction. Bengaluru-based role requiring 3+ years in operations with WFM exposure and strong Excel/Sheets skills.

Qualifications

• 3+ years experience as an operations professional with at least some experience specifically in workforce management operations.
• Extreme attention to detail with an analytical approach to problem solving and process development.
• Ability to think strategically, identify key business issues, and develop innovative solutions to complex problems.
• Proficiency in analyzing data, interpreting metrics, and generating actionable insights; strong knowledge and experience with Excel or Google Sheets is an absolute requirement.
• Expertise in identifying inefficiencies and leading process improvement initiatives.
• Strong communications skills with the ability to articulate messages to a variety of stakeholders and audiences.

Responsibilities

• Partner with managers and other stakeholders to ensure the highest level of performance for our support and operations teams.
• Use metrics, your own analysis, and other feedback mechanisms to develop forecast models for support team volumes based on historical data, seasonal trends, and product launches.
• Scheduling of resources for different focus areas and support channels to maximize coverage of customer interactions across all support channels.
• Conduct analysis and real time monitoring of support team members’ performance and schedule adherence.
• Strategize and develop new processes to monitor productivity and performance for support teams.
• Uncover and review actionable data-driven insights with management to drive informed decisions, improve the customer experience processes, fuel overall productivity, and improve customer satisfaction.

Skills

Analytical thinking

Attention to detail

Strategic thinking

Communication skills

Excel/Google Sheets

Tools

Excel

Google Sheets

Job description

Job Description:

About Ethos

Ethos (Nasdaq: $LIFE) is a leading life insurance technology company on a mission to protect families by democratizing access to life insurance and empowering agents at scale. With its robust three-sided technology platform, Ethos is transforming the life insurance experience for consumers, agents, and carriers alike. Ethos offers instant, accessible products and a seamless online process that requires no medical exams and just a few health questions; it eliminates traditional barriers, making it easier than ever for everyone to protect their families. Ethos is redefining how life insurance is bought, sold, and underwritten.

About the role

Creating a world-class customer experience is critical to Ethos’ mission and will continue to determine our growth and success in the life insurance industry. We are looking for a Workforce Management Analyst who can help enable our Customer Experience (CX) teams to deliver this experience by helping create and maintain critical CX processes

Duties and Responsibilities:

• Partner with managers and other stakeholders to ensure the highest level of performance for our support and operations teams
• Use metrics, your own analysis, and other feedback mechanisms to develop forecast models for support team volumes based on historical data, seasonal trends, and product launches
• Scheduling of resources for different focus areas and support channels to maximize coverage of customer interactions across all support channels
• Conduct analysis and real time monitoring of support team members’ performance and schedule adherence
• Strategize and develop new processes to monitor productivity and performance for support teams
• Uncover and review actionable data-driven insights with management to drive informed decisions, improve the customer experience processes, fuel overall productivity, and improve customer satisfaction
• Design internal processes and help implement new software and systems to drive productivity and automation at scale to better manage a large team of support reps
• Partner with leadership to gather required data inputs required to track data and translate data into useable insights
• Stay current on the latest industry trends, tools, and techniques to ensure we’re implementing solutions and creating processes that will help provide the best customer experience possible

Qualifications and Skills:

• 3+ years experience as an operations professional with at least some experience specifically in workforce management operations
• Extreme attention to detail with an analytical approach to problem solving and process development
• Ability to think strategically, identify key business issues, and develop innovative solutions to complex problems
• Proficiency in analyzing data, interpreting metrics, and generating actionable insights; strong knowledge and experience with Excel or Google Sheets is an absolute requirement
• Expertise in identifying inefficiencies and leading process improvement initiatives
• Strong communications skills with the ability to articulate messages to a variety of stakeholders and audiences

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