Workforce Analyst

Company: Proctor Financial, Inc.
Location: Daytona Beach
Posted on: November 26, 2022

Job Description:

Job Title: Loss Draft Workforce Analyst
FLSA Status: Non-Exempt
Department: Lender Solutions
Reports to: Manager of Lender Solutions

*Summary: *

This position encompasses maintaining client reporting for the loss draft department, telephone and client queue administration, real time monitoring and directing of all Contact Center traffic utilizing the Interaction Client (system) application. Must have strong verbal and written communication skills. This will include daily, weekly, monthly, quarterly reporting requirements.

Essential Duties and Functions: include the following. Other duties may be assigned.

* Daily reporting includes the following:
* Client queue reporting
* Agent statistic reporting
* Agent activity reporting
* QC Summary reporting
* Monthly Results
* Exception Reporting
* Agent Scheduling
* Assist and direct the day-to-day contact center traffic, assuring that service level objectives are consistently met. This assistance will occur real-time and historical, as well as proactively planning for future requirements.
* Produce daily Attendance reports including approved and unscheduled time off obtained from the "attendance line" and make timely updates to the WFM application to assure proper trending/staffing.
* Provide ongoing internal communications with call center staff and leadership on staffing requirements on a real time, and historical basis, including ability to schedule meetings, training, coaching, etc.
* Knowledge of assigned Client Requirements and Expectations
* Managing workflow and adjusting for priorities
* Ensure Service Level Agreements are met
* Attendance/Quality/Production must meet or exceed PFI standards
* Pursues a course of personal, professional development
* Knowledge of multiple Clients Requirements and Expectations including business rules and investor requirements

*Competencies: *

* Planning/organizing-the individual prioritizes and plans work activities and uses time efficiently.
* Interpersonal skills-the individual maintains confidentiality, remains open to others' ideas and exhibits willingness to try new things.
* Oral communication-the individual speaks clearly and persuasively in positive or negative situations and demonstrates group presentation skills.
* Written communication-the individual edits work for spelling and grammar, presents numerical data effectively and is able to read and interpret written information.
* Problem solving-the individual identifies and resolves problems in a timely manner, gathers and analyzes information skillfully and maintains confidentiality.
* Quality control-the individual demonstrates accuracy and thoroughness and monitors own work to ensure quality.
* Adaptability-the individual adapts to changes in the work environment, manages competing demands and is able to deal with frequent change, delays or unexpected events.
* Safety and security-the individual observes safety and security procedures and uses equipment and materials properly.

*Qualifications: *

* To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

*Required: *

* Have a minimum of 1 year experience in the Loss Draft Department
* Knowledge of Interaction Attendant and Interaction Administration Software
* High School Diploma/GED
* Computer knowledge - Proficient in Windows based environment
* Microsoft Office Skills (specifically a high level in Excel and Word)
* Strong analytical skills
* Customer Service Skills
* Strong communication skills both written/verbal
* Strong organizational skills
* Attention to detail
* Ability to prioritize workflow and work in a fast-paced environment
* Works well in a team environment
* Attendance/Quality/Production must meet or exceed PFI standards

*Preferred: *

* Associate's or Bachelor's degree in a business or financial related discipline
* Insurance/Mortgage Servicing knowledge

*Physical Requirements Necessary on a Regular Basis: *

* Repetitive motion. Manual dexterity, arm and upper body range of motion sufficient for use of a keyboard, mouse and telephone 7-8 hours per day.
* Speech and hearing sufficient for in-person and telephone communication 7-8 hours per day.
* Vision sufficient for use of a computer monitor.
* Sedentary position. Ability to sit at a desk 7-8 hours per day.
* Worker not substantially exposed to adverse environmental conditions

_This job description is not meant to be an all-inclusive statement of the duties of the position listed above. Other appropriate duties may be required from time to time._

_I acknowledge that I have reviewed this job description and can perform the essential duties with, or without, reasonable accommodation._

EEO Statement
*Individuals seeking employment at Brown & Brown are considered without regard to race, color, religion, national origin, age, gender, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation.*

We are an Equal Opportunity Employer. We take pride in the diversity of our team and seek diversity in our applicants.

Job Type: Full-time

Pay: $20.00 per hour

Benefits:
* 401(k)
* Dental insurance
* Flexible schedule
* Health insurance
* Paid time off
* Vision insurance
Schedule:
* 8 hour shift
Supplemental pay types:
* Signing bonus

Ability to commute/relocate:
* Daytona Beach, FL 32114: Reliably commute or planning to relocate before starting work (Preferred)

Experience:
* Interaction Administration Software: 1 year (Preferred)
* Interaction Attendant: 1 year (Preferred)
* Loss Draft: 1 year (Preferred)

Work Location: Hybrid remote in Daytona Beach, FL 32114%58047475%

Keywords: Proctor Financial, Inc., Daytona Beach , Workforce Analyst, Professions , Daytona Beach, Florida