Careers with Blue Insurance

Workforce Planning and Analytics Manager

Location: Greater London, UK or Dublin, Ireland

 

Be part of our award-winning team!

Who we are

Blue Insurance is an ambitious Insurance business developing innovative products and disrupting the Insurance landscape in the UK and Ireland.

Founded in October 2003, Blue Insurance is an online insurance business, providing online Travel, Car Hire Excess, Motor Breakdown, Gadget, Pet, Bicycle and Wedding insurance. Since 2003 we have grown from a niche travel insurance provider with a team of into an award-winning, Deloitte Best Managed Company.

In October 2018, Blue Insurance officially became part of the Cover-More Group. Cover-More Group is a global specialist and integrated travel insurance, medical assistance, and employee assistance provider with operations across five continents. Cover-More Group is headquartered in Sydney, Australia. In 2017, Cover-More became part of Zurich Insurance Group emerging as the third largest travel insurance provider in the world.

Cover-More Blue Insurance Services Limited is regulated by the Central Bank of Ireland and authorised by the Financial Conduct Authority for UK Business.

The Team and Community

Caring is at the heart of what we do. We're here to make a positive difference in the world we live in. Through our social impact, we are committing to the communities we work in and giving back where they need it most. Whichever way you choose to participate in volunteering or fundraising, whether as a team or individually, the company gives you 3 paid days to volunteer. This is our commitment to our community. Then, wherever you help, the commitment is always doubled, and the company will match the number of volunteer hours that staff complete each year and also any money donated to a charity which we call Employee Matching here in CoverMore Group.

Role Overview

This role is ideal for a workforce planner with broad analytics skills and would like to broaden their roles to include both workforce planning and analytics. Sitting within our Operations and Customer Service Department the Workforce Planning & Analytics Manager will focus on two key areas:

1. To prepare reports on comparative data on results vs forecasts with the aim to identify gaps, current & future staffing needs, opportunities for improvement and recommend solutions. In this role, you will have a strategic approach to workforce planning aligning it to business needs and overall strategy by identifying and proactively addressing resource and scheduling issues, respond to staffing needs quickly and manage risks. In this position you will be required to manage staff scheduling and work volume balancing, make adjustments where needed and make recommendations to maximise our service and quality. The workforce planner's objective will be to optimise performance within our call centre through improved work planning and work patterns and seasonal/temporary resource planning, or short-term staffing needs.
2. The role will include the development and management of customer reporting across the business. This will involve bringing in customer data from various sources such as contact center systems, surveys, claims, complaints, website journeys, BPO teams, policy management data into a new set of management reports. You will support the business in the creation, delivery and analayis of this data to help drive better outcomes for customers via data drive insights. You will work with the support of cross-functions teams to enable this. This position will play a key role in our expansion across the EU, developing multilingual teams and setting up new BPO partnerships to support both growth and seasonal demands in each market.

Key Accountabilities and Responsibilities

• Analyse data and recommend resourcing solutions for implementation
• Create reports on performance and forecasts
• Run regular reports (weekly/monthly/quarterly) and develop staff schedules for our call centre and operations
• Create reports and tracking systems to monitor staffing patterns (annual leave, illness, statutory leave, training, etc.) to understand talent availability, optimise resourcing forecasts and ensure effective resource use at all times
• Analyse employee skill-sets, identify talent needs and related costs
• Review unfavourable trends and run root cause analysis
• Create reports utilising data from difference sources to help the business drive better customer outcomes and improve customer experience via data driven insights
• Work with business stakeholders to gather and standardise customer KPIs in the business. Engagement with product managers, IT, continuous improvement manager, complaints manager and contact centre teams will be a key part of this role, and enable cross-functional support.
• Deliver exceptional customer service
• Build relationships and assist leadership to achieve operational objectives
• Adhere to GDPR and protocols

Qualifications, Skills and Requirements

• Strong communication and organisational skills
• Able to work in a fast-paced environment and handle large amounts of data
• Demand and supply analysis skills
• Ability to understand, communicate and work closely with different stakeholders
• Good understanding of systems and databases
• Proficient in MS Office / advanced IT skills
• Knowledge of analytical and BI tools such as Tableau
• Commercial awareness
• Approachable, personable, and energetic
• Confident and experienced communicator with a passion for people
• Results driven, logical, creative, and highly organised
• An appetite for continuous learning
• Problem solving skills with a pragmatic approach
• Self-starter and ability to work under own initiative
• Positive, confident, passionate, energetic, and enthusiastic
• Previous experience as a Resource Planning Manager or similar role
• Experience within a call centre or shared services is an advantage
• Demonstrable ability to support business development and growth
• Experience with WFM technology and concepts
• Strong numeracy skills and reporting
• Previous experience in a supervisory or leading role within operations, call centre team
• Organised and able to meet deadlines
• Experience planning for multilingual teams as advantage
• Experience managing BPO partners an advantage
• Experience with analytical tools and concepts
• Experience with BI tool such as Tableau and SQL Databases an advantage
• Bachelor's degree or equivalent qualification
• Industry knowledge is an advantage

Rewards and Benefits:

• Competitive salary (DOE)
• Company pension
• Life insurance
• Income protection
• Hybrid working
• Employee Assistance Programme
• Family friendly and work-life balance
• Paid parental leave
• Paid Covid–19 sick leave
• Online learning and training opportunities
• Professional membership
• Overtime pay
• Staff referral bonus
• Work anniversaries leave