We Insure - Sunrise, FL

posted 2 months ago

Full-time - Mid Level
Remote - Sunrise, FL
101-250 employees
Insurance Carriers and Related Activities

About the position

We Insure, LLC. is seeking a Customer Experience Operations Analyst specialized in Reporting and Analytics to join our dynamic team. This role is pivotal in enhancing our client services through precise data analysis and actionable insights that drive improved decision-making and client satisfaction. The ideal candidate will be responsible for developing and executing detailed reports and analytics that assess client engagement, satisfaction, and service delivery efficiency. This position requires close collaboration with client service and operational teams to identify areas for improvement and implement data-driven strategies that enhance the overall client experience. In this role, you will utilize various analytical tools and software to create effective reporting systems, translating complex datasets into understandable and actionable insights for stakeholders. Continuous monitoring and evaluation of the effectiveness of new and existing client service practices will be essential. You will also ensure compliance with data governance and data integrity standards, assisting in the creation and revision of operational processes to further enhance client experience. Participation in cross-functional projects to support business objectives and improve client service delivery will also be a key responsibility. The successful candidate will have proven experience in analytics, business intelligence, or a similar role within client service environments. Strong proficiency with analytical software and Excel, along with familiarity with CRM systems and data visualization tools like Tableau or Power BI, is required. Exceptional analytical and problem-solving abilities, excellent communication and interpersonal skills, and strong organizational skills are essential for managing multiple projects simultaneously and meeting tight deadlines. Experience in a contact center data analytics role and in financial or insurance services is preferred, along with an advanced certification in analytics or data management.

Responsibilities

  • Develop and execute detailed reports and analytics that assess client engagement, satisfaction, and service delivery efficiency.
  • Work closely with client service and operational teams to identify areas for improvement and implement data-driven strategies.
  • Utilize various analytical tools and software to create effective reporting systems.
  • Translate complex datasets into understandable and actionable insights for stakeholders.
  • Continuously monitor and evaluate the effectiveness of new and existing client service practices.
  • Ensure compliance with data governance and data integrity standards.
  • Assist in the creation and revision of operational processes to enhance client experience.
  • Participate in cross-functional projects to support business objectives and enhance client service delivery.

Requirements

  • Proven experience in analytics, business intelligence, or a similar role within client service environments.
  • Strong proficiency with analytical software and Excel, as well as familiarity with CRM systems and data visualization tools like Tableau or Power BI.
  • Exceptional analytical and problem-solving abilities.
  • Excellent communication and interpersonal skills, capable of working effectively in a team and presenting to stakeholders.
  • Strong organizational skills with the ability to manage multiple projects simultaneously and meet tight deadlines.
  • Contact Center Experience in data analytics and data integrity management role.
  • Experience in financial / insurance services or a client-oriented sector.
  • Advanced certification in analytics or data management.

Nice-to-haves

  • Bachelor's degree preferred or equivalent of experience requirement met.
  • 2-5 years experience in management of data and analytics in a client service environment.

Benefits

  • Medical, Dental, Vision, Life, Pet; Flexible Spending Account
  • Competitive Salaries
  • 401K Match
  • Work-Life Balance: Personal Days, PTO Days, 12 Paid Holidays, Two Paid Days for Volunteer Service, Paid Parental Leave
  • Short and Long-Term Disability
  • Employee Support Programs, Including Mental Health
  • Tuition Reimbursement
  • Matching Charitable Gift Program
  • Lucrative Referral Program
  • Commuter Benefits
  • Flexibility: Remote and Hybrid Opportunities Available
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