Real-Time Analyst - Associate

Established in 2021, Independence Pet Holdings is a corporate holding company that manages a diverse and broad portfolio of modern pet health brands and services, including insurance, pet education, lost recovery services, and more throughout North America.

We believe pet insurance is more than a financial product and build solutions to simplify the pet parenting journey and help improve the well-being of pets. As a leading authority in the pet category, we operate with a full stack of resources, capital, and services to support pet parents. Our multi-brand and omni-channel approach include our own insurance carrier, insurance brands and partner brands. 

Independence Pet Group (IPG), a subsidiary of IPH, is one of North America’s largest pet insurance and services organizations. Our impressive family of brands (Figo, Felix, ASPCA Pet Health Insurance, Pets Plus Us, and AKC Pet Insurance) supports insurance for more than 1,000,000 pets in the U.S. and Canada and provides well-being, safety, resources, and business solutions to the pet industry, including microchip identification and an online pet registry.

Job Summary:

The Real-Time Analyst position is responsible for being able to observe, interpret, and analyze data as well as market trends in order to make recommendations to improve operations in order to reduce overhead costs while improving the customer experience. They will need to understand the current workforce’s performance and the types of customer contacts being handled to improve operations through effective staffing decisions. They will prepare and manage staffing and scheduling to ensure there is a sufficient number of staff available to perform all required department tasks. Attention to detail will be key in assessing daily staffing levels which includes monitoring attendance and schedule adherence. Both scheduled and ad hoc periodic reporting both real-time and historical will be required. Real-time adherence management for the operational team will be of extreme importance in order to provide direction, guidelines, and performance updates to hit all service-level metrics. Analyzing schedule performance, forecast accuracy, and underlying assumptions as well as historical trends, and making continuous adjustments to forecasting, headcount planning, and scheduling process is necessary to be successful in this role.

Duties / Responsibilities:

• Ability to gather and work with multiple datasets

• Will be able to mine data for trends or discrepancies and make recommendations based on conclusions

• Work with other stakeholders and departments by sharing conclusions and providing potential solutions on how to improve staffing

• Superior attention to detail is essential while reviewing data trends, both real-time and historical, as well as underlying assumptions

• Serve as the subject-matter expert on workforce optimization issues

• Ensure that service level metrics are met; maintain the right headcount, and calculate the contact center capacity

• Advanced communication ability, both verbally and in writing, as they will be expected to communicate with internal and external stakeholders at every professional level

• Curious by nature with an irrepressible desire to understand and know why. Will independently research issues and use effective questioning to explain discrepancies or have further context

• Provides metrics and performance feedback

• Works on special or ongoing projects important to area/process improvement

• Operate as an effective team member by supporting colleagues and contributing to the overall team and business objectives, delivery, and achievement

• Undertake any other duties of a similar nature that the company reasonably requests to be performed that are within your abilities, expertise, and skills.

Required Skills / Abilities:

• Must be very organized and take the initiative, attention to detail, strong time management and multi-tasking skills an asset

• Must have excellent work habits, including a willingness to work the hours necessary to get the job done, especially when important deadlines cause greater than normal departmental pressures.

• Proficient in problem-solving and analysis

• Interpersonal skills: Effective verbal and written communication and the ability to work/collaborate effectively with others.

• Ability to multitask in a rapidly evolving and fast-moving environment

• Embraces technology solutions

• Ability to maintain calm under pressure

• Loves pets and ta