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Title: Workforce Manager
Location: Remote
Our value proposition:
Clearcover is a venture-backed technology start-up disrupting the trillion-dollar legacy insurance market. We’ve focused on building products that create confident, happy customers – and we’re flourishing. We believe in putting our people first, paying them well, and working together to solve tough problems. If you’d like a high-growth opportunity with an award-winning company, let’s chat.
We are excited to announce that Clearcover is ranked #151 on this year’s Inc. 5000 list, landing us in the Top 3% of the fastest-growing privately held companies in America!
In this role:
As a Workforce Manager, you will own and improve workforce management effectiveness through forecasting and data analysis while providing input on resource planning.
In the first few months you will have…
- Developed working knowledge of Clearcover products, features, and related data sources
- Identified regular trends in incoming volume
- Directed changes to our Workforce data models where you identified gaps
- Built out daily schedules
- Solved complex problems and deliver solutions with real business impact
What will you do:
- Administer and maintain the workforce model to determine forecasts, staffing models, schedules, and long range planning
- Monitor incoming volume in real-time to ensure we have the right people in the right place at the right time
- Identify trends and communicate to management
- Manage and validate CX queries and dashboards within our customer service platform in support of all CX teams
- Document your work and understanding the importance of clear documentation as the company grows
- Provide ongoing analysis of CX operations
- Work with CX management to accurately forecast contact volumes, analyze historical volume; project budgetary expense drivers, determine future staffing needs and assist with CX Shared Services operational tasks
- Troubleshoots system issues, determines root cause, repairs, escalates and tests solutions
- Create reports utilized by CX for staffing/productivity/performance measurements
- Prepare, present, and speak to CX metrics
What do you need?
- 3-5 years of experience in CX organization performing tasks associated with workforce management discipline
- Prior insurance experience is required
- Familiarity with workforce management tools
- Capability of writing with impact
- Ability to manage performance and motivate other team members
- Good troubleshooting, technical and resolution skills
- Ability to influence decisions cross-functionally and among executive leadership
- Objectivity, always able to separate fact from fiction
What’s nice to have?
- Zendesk and Playvox experience
- Experience working in a fast paced and dynamic environment with a workload comprising short-term, long-term, and ad hoc projects
- SQL experience
- Looker/Tableau experience
But wait, there’s more:
As a people-first company, your health and well-being is a priority at Clearcover. We offer comprehensive benefits for iniduals and families:
- Medical. We offer rich and affordable BCBS plans for you and your dependents. If you select the high deductible health plan, we offer an HRA and contribute to your HSA.
- Dental and vision. We cover 100% of dental and vision premiums for you and your dependents.
- Pre-tax benefits, disability, and life insurance.
- 401(k). We contribute 3%, even if you contribute nothing.
We’ve also curated a stack of perks and benefits that stretch beyond the expected. Our people have access to:
- Generous vacation, 12 paid holidays, and parental leave.
- Equity in the company (plus an evergreen plan) and an annual bonus program.
- Employee resource groups, live yoga, and mental health workshops.
- Top of the line hardware, snack stipends, and meeting free Focus Fridays .
We’re a remote first company, having paved the way for flexible work locations and continue to offer this flexibility. If you are local or in town visiting, you also have the choice to work from our Chicago HQ office.
- Remote employees are eligible to work from: AZ, CO, CT, FL, GA, IA, IL, IN, KS, MA, MI, MN, MO, NC, NJ, OK, SC, TN, TX, UT, VA, WI.
To top it all off, if Clearcover is available in your state, you could have access to an employee discount on auto-insurance! Excited to learn more? Complete the application below!
Clearcover is an Equal Opportunity Employer (EOE) that welcomes and encourages all applicants to apply regardless of age, race, color, religion, sex, sexual orientation, gender identity and/or expression, national origin, disability, veteran status, marital or parental status, ancestry, citizenship status, pregnancy or other reasons prohibited by law.
Did you know that women and minorities are less likely to apply to a position if they don’t match 100% of the job qualifications? Don’t let that be the reason you miss out on this opportunity! We encourage you to apply anyway. Don’t count yourself out!