Associate Workforce Analyst
Service Center Operations - Voice Operations
20 Blackstone Valley Place, Lincoln, RI 02865

Thank you for considering Amica as part of your career journey, where your future is our business.

At Amica, we pride ourselves on being an inclusive and supportive environment. We all work together to accomplish the common goal of providing the best experience for our customers. We believe in trust and fostering lasting relationships for our customers and employees! We’re focused on creating a workplace that works for all. We’ll continue to provide training, guidance, and resources to make Amica a true place of belonging for all employees. Want to learn more about our commitment to diversity, equity, and inclusion? Visit our DEI page to read about it!”

As a mutual company, our people are our priority. We seek differences of opinion, life experience and perspective to represent the diversity of our policyholders and achieve the best possible outcomes. Our office located in Lincoln, RI is seeking a Assoc Workforce Analyst to join the team!

Job Overview:

This position will be responsible for the administration of workforce management processes and procedures which include leveraging workforce management technology to forecast call volume, optimize agent scheduling in order to maintain appropriate service levels and monitor performance in real-time for adherence to schedule and intraday staffing adjustments. As part of the workforce management team, partner with the business units to analyze and manage agent staffing and scheduling on a short-term basis to ensure we are delivering world-class customer service.

Responsibilities:

• Analyze staffing level shortages and overages in order to implement procedures to address
• Assist the business units with agent scheduling and process exceptions to schedule such as vacation time, time off the phones, training,
• Monitor volume, service levels, staffing and agent adherence in real-time and make appropriate intraday adjustments
• Assist with partnering and maintaining consistent communication with business leaders on all aspects of agent scheduling including execution of any contingency plans.
• Track, analyze and report on operational key performance indicators (KPI)
• May be called upon to generate regular call volume forecasts and make proactive recommendations to improve forecast accuracy
• May be called upon to generate agent schedules
• May be called upon to handle other duties as required

Schedule:

The working schedule will be one of the following:

• 1:00 PM – 9:00 PM Monday - Friday, Thursday Flex, 10:00 AM - 6:00 PM alternating Saturdays - a 10% shift differential would apply.
• 8:00 AM – 4:00 PM Monday - Friday, Thursday Flex, 8:00 AM - 4:00 PM alternating Saturdays - a 5% shift differential would apply.

During the training period, the schedule for this role will be Monday - Friday from 8:00am - 5:00pm.

Total Rewards:

• Medical, dental, vision coverage, short- and long-term disability, and life insurance
• Paid Vacation – you will receive at least 13 vacation days in the first 12 months, amounts could be greater depending on the role. While able to use prior to accrual, vacation time will accrue monthly.
• Holidays - 14 paid holidays observed
• Sick time - 6 days sick time at hire, 6 additional days sick time at 90 days of employment
• Generous 401k with company match and immediate vesting. Additionally, annual 3% non-elective employer contribution
• Annual Success Sharing Plan - Paid to eligible employees if company meets or exceeds combined ratio, growth and/or service goals
• Generous leave programs, including paid parental bonding leave
• Student Loan Repayment and Tuition Reimbursement programs
• Generous fitness and wellness reimbursement
• Employee community involvement
• Strong relationships, lifelong friendships
• Opportunities for advancement in a successful and growing company

Qualifications:

• High school diploma or equivalent education required
• Work with a moderate degree of independence
• Contact center and/or inbound customer service experience preferred
• Proven process and analytical skills, excellent verbal and written communication skills, strong interpersonal skills and ability to communicate to all levels of the organization
• Highly organized, efficient and detail oriented
• Strong statistical and mathematical skills and proficiency in Excel

About Amica

Amica Mutual Insurance Company is America’s oldest mutual insurer of automobiles. A direct national writer, Amica also offers home, marine and umbrella insurance. Amica Life Insurance Company, a wholly owned subsidiary, provides life insurance and retirement solutions. Amica was founded on the principles of creating peace of mind and building enduring relationships for and with our exceptionally loyal policyholders, a mission that thousands of employees in offices nationwide share and support.

Equal Opportunity Policy: All qualified applicants who are authorized to work in the United States will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, family status, ethnicity, age, national origin, ancestry, physical and/or mental disability, mental condition, military status, genetic information or any other class protected by law. The Age Discrimination in Employment Act prohibits discrimination on the basis of age with respect to individuals who are 40 years of age or older. Employees are subject to the provisions of the Workers' Compensation Act.

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