How your role contributes to the success of the business As our Contact Center Analyst, you'll play a key role within our 110 person claims call center. If you're analytical & enjoy working in Excel and PowerPoint, this is the role for you! You'll deliver performance reporting to our leaders. Come grow with us!
Help us launch inContact software, a workforce management tool, for our Claims teams.
Work with the inContact software and other data sources to monitor daily, weekly, and monthly forecasts and staffing analyses on call volumes; ensuring we meet our service level agreements.
Manage daily call operations and adjust call routing.
Collaborate with leadership on a staffing plan based on data and analytics. You'll have a working knowledge of the staffing model methodology.
Create and present performance reporting to leadership; this data will show performance, productivity, quality, accuracy, and customer service metrics.
Help with other reporting such as cost savings, process efficiencies, and more.
We're Looking for People Who
Have a bachelor's degree; Math field preferred.
2-5 years of analytical experience.
Are a self-starter!
Proficiency in Microsoft Office Suite.
Competitive Benefits (Medical, Dental, Vision, Short- and Long-Term Disability, 401K w/ match, PTO, and more!)
A Human Approach
Professional Development Opportunities
Quality Working Conditions
About Us iA American Warranty Group is a wholly-owned subsidiary of iA Financial Group, one of the largest insurance and wealth management groups in North America. In the last few years, iA American has been thoughtfully built by iA Financial Group through the acquisition of Innovative Aftermarket Systems (IAS), SouthwestRe, and Dealers Assurance Company (DAC). Our suite of products and services includes automotive protection packages, reinsurance options, dealer support, direct-to-consumer products, and in-house administration.
Our employees are our best investment and we have much to offer them.
iA Financial Group is the strength of a company with a human side, with its over 8,000 employees. Together, we have earned the trust of our more than four million clients and 25,000 advisors who have chosen us for their insurance, savings, and wealth management.
With over $200 billion in assets and half a billion invested in technological innovation, we’re a key player in the financial services industry in Canada and the United States. The secret to our success? Investing in you, one person at a time. Because, for over 125 years, we have believed that it’s by supporting our employees and surrounding ourselves with the most reputable leaders in the industry, we will continue to innovate.
At iA, we’re invested in you.
Our commitment to Diversity and Inclusion
At iA Financial Group, we support and celebrate diversity. We strive to provide a workplace that is recognized as inclusive for all, regardless of ethnic origin, nationality, language, religious beliefs, gender, sexual orientation, age, marital status, family situation, or physical or mental disability.
Please note that if you need help or assistance to make the recruitment process more accessible for you, please contact us here. Someone from our team will be happy to assist you.