Manager Workflow Analytics

Job Description

Job Description

Overview

Manager, Workflow Analytics

Job Summary: 

The Workflow Analytics Manager will lead the Workflow Analytics team focused on designing, implementing, & executing routing strategies in support of the Marketing organization’s objectives, across all insurance verticals. With analytics, the team will leverage data to identify & evaluate the underlying characteristics of lead quality to best match a call to a SelectQuote Sales representative. This individual will provide guidance & technical support to their team members, as well as Marketing & Sales leadership & team members in driving process improvements related to call routing. Finally, this individual will closely partner with SelectQuote’s IT Data Science team in the technical development & advancement of our Routing system & application.

Supervisory Responsibilities: 

This position has direct supervisory responsibilities. 

Essential Duties and Responsibilities: 

Lead the Routing Analytics team in the execution of Routing strategies; including direct supervision & career development for team members.

Analyze call data trends to uncover opportunities to enhance our call routing strategies & optimize performance. Identify recent shifts in performance and act to optimize time-sensitive opportunities.

Collaborate closely with Workflow Operations to incorporate new workflows, scripts, and strategies into the call routing strategy.

Understand the broader Routing & Workflow processes and strategy, with the ability to translate how the strategy can be executed from a technical perspective.

Maintain knowledge of and inform cross-divisional transfer and routing strategies. Work to maintain quality-scoring continuity and translation from one division to another.

In collaboration with technical data teams, build & maintain purpose-built reporting to support the call routing strategies; apply a detailed process understanding to design reports that confirm processes are operating as desired while partnering closely with key business partners across the Marketing, Sales, & IT organizations.

Build weekly presentations and communicate KPI’s to management & executive leadership, providing context for both positive and negative results on Routing Strategies & initiatives. Establish KPI benchmarks for success using data.

Serve as a mentor and subject matter expert on advanced analysis methods & goals.

Skills/Abilities: 

Strong analytical and detail-oriented aptitude; with ability to produce both detailed complex analyses and simple ones where appropriate

Strong collaborator who can work across all levels within the organization (Analyst to Executive)

Articulate and well-spoken; Exceptional communication skills (both written & oral)

Fast learner who is career minded and seeks additional responsibility as earned

Working knowledge of Microsoft Office & Google Suite (PPT, Word)

Education and Experience:  

Bachelor's Degree in Finance, Data Analytics, Data Science, Mathematics, Statistics, Business Administration or related field or equivalent years of experience required

4 - 5 years of analytical work experience required

3+ years of people management experience required

Advanced Excel & SQL skills (3+ years)

Ability to work in a fast-paced environment managing multiple projects, multiple channels and segments simultaneously in a cross-functional team

Certificates/Licenses/Registration:

N/A

Financial Responsibilities (budget, revenue):

This position has no budget responsibility, authority and/or level of control. 

Physical Requirements: 

Work is performed indoors with potential for exposure to safety and health hazards related to office work. Could periodically travel to other office and operational sites.  The noise level in the work environment is usually moderate.

Prolonged periods of sitting at a desk and working on a computer.

SelectQuote Core Values: 

S ervice: We create positive customer experiences. 

E ntrepreneurship: We create innovate & take risks. 

L eadership: We build & invest in high-performing teams. 

E mpowerment: We embrace a changing environment. 

C ourage: We challenge the status quo & drive continuous improvement.

T eamwork: We help support & celebrate each other.

Disclaimer: The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required.

Responsibilities

More than 35 years ago, SelectQuote was founded on one core promise:  to help our customers protect the people they value most. We pioneered the way consumers shopped for term life insurance, and now, we also help people find home insurance, auto insurance, senior health insurance and more. Our quick and easy process saves consumers both time and money, and today, more than 2 million families trust us to help them with their insurance needs.

But what truly sets us apart is our people, and the opportunities to grow your career with SelectQuote are unmatched.

Qualifications

The Workflow Analytics Manager will lead the Workflow Analytics team focused on designing, implementing, & executing routing strategies in support of the Marketing organization’s objectives, across all insurance verticals. With analytics, the team will leverage data to identify & evaluate the underlying characteristics of lead quality to best match a call to a SelectQuote Sales representative. This individual will provide guidance & technical support to their team members, as well as Marketing & Sales leadership & team members in driving process improvements related to call routing. Finally, this individual will closely partner with SelectQuote’s IT Data Science team in the technical development & advancement of our Routing system & application.

Supervisory Responsibilities: 

• This position has direct supervisory responsibilities. 

Essential Duties and Responsibilities:  

• Lead the Routing Analytics team in the execution of Routing strategies; including direct supervision & career development for team members.
• Analyze call data trends to uncover opportunities to enhance our call routing strategies & optimize performance. Identify recent shifts in performance and act to optimize time-sensitive opportunities.
• Collaborate closely with Workflow Operations to incorporate new workflows, scripts, and strategies into the call routing strategy.
• Understand the broader Routing & Workflow processes and strategy, with the ability to translate how the strategy can be executed from a technical perspective.
• Maintain knowledge of and inform cross-divisional transfer and routing strategies. Work to maintain quality-scoring continuity and translation from one division to another.
• In collaboration with technical data teams, build & maintain purpose-built reporting to support the call routing strategies; apply a detailed process understanding to design reports that confirm processes are operating as desired while partnering closely with key business partners across the Marketing, Sales, & IT organizations.
• Build weekly presentations and communicate KPI’s to management & executive leadership, providing context for both positive and negative results on Routing Strategies & initiatives. Establish KPI benchmarks for success using data.
• Serve as a mentor and subject matter expert on advanced analysis methods & goals.

Skills/Abilities:  

• Strong analytical and detail-oriented aptitude; with ability to produce both detailed complex analyses and simple ones where appropriate
• Strong collaborator who can work across all levels within the organization (Analyst to Executive)
• Articulate and well-spoken; Exceptional communication skills (both written & oral)
• Fast learner who is career minded and seeks additional responsibility as earned
• Working knowledge of Microsoft Office & Google Suite (PPT, Word)

Education and Experience:

• Bachelor's Degree in Finance, Data Analytics, Data Science, Mathematics, Statistics, Business Administration or related field or equivalent years of experience required
• 4 - 5 years of analytical work experience required
• 3+ years of people management experience required
• Advanced Excel & SQL skills (3+ years)
• Ability to work in a fast-paced environment managing multiple projects, multiple channels and segments simultaneously in a cross-functional team

Physical Requirements: 

Work is performed indoors with potential for exposure to safety and health hazards related to office work. Could periodically travel to other office and operational sites.  The noise level in the work environment is usually moderate.

Prolonged periods of sitting at a desk and working on a computer.

SelectQuote Core Values:  

S ervice: We create positive customer experiences. 

E ntrepreneurship: We create innovate & take risks. 

L eadership: We build & invest in high-performing teams. 

E mpowerment: We embrace a changing environment. 

C ourage: We challenge the status quo & drive continuous improvement.

T eamwork: We help support & celebrate each other.

Disclaimer: The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required.

At this time SelectQuote does not hire applicants who solely possess temporary work visas requiring employer sponsorship of any kind including but not limited to OPT, H-1B, L-1, O-1, TN, F-1, J-1, E-3, etc.

SelectQuote Insurance Services does not discriminate against any applicant for employment, or any employee because of age, color, sex, disability, national origin, race, religion, or veteran status.