Hagerty
WFMReal-TimeAnalyst
Neural analysis suggests this role is
optimal for Mid+ candidates.
“WFM Real-Time Analyst at Hagerty. Skills: process management, cross-functional coordination, vendor/stakeholder management. Continuous intra-day real-time monitoring of queue results. Oversee and assist in managing real time allocations of resources”
What You'll Achieve.
Maximize the ability for our Member Service Center to achieve their business objectives; Ensure the most successful outcome possible for all supported teams
Industry & Context.
Applies Critical Thinking – Uses data-based analysis to guide decision making; Ability to identify data abnormalities and trends
Ability to work day, night, weekend and holiday shifts
What They're Looking For.
Must Have
WFM experience is required
Nice to Have
Familiarity with public company requirements, including Sarbanes Oxley and key regulations, if applicable
What You'll Do.
Continuous intra-day real-time monitoring of queue results
Oversee and assist in managing real time allocations of resources
insights and plan of actions
Monitor real-time adherence to schedules for team members
Review and process PTO / OT / Unplanned absences
Respond to WFMScheduling inbox inquiries
Make recommendations towards performance improvement topics
cancel or otherwise re-prioritize planned or unplanned shrinkage
Primary point of contact for daily scheduling questions
bi-weekly and monthly internal trend reports
How You'll Work.
Team & Collaboration
Work together with operations leaders; Partner with leaders on historical adherence; Partner with Scheduling Analysts as needed
Communication Scope
Communicate trends, synopsis, insights and plan of actions for performance activities multiple times per day to Hagerty’s management teams; Provide leadership teams with timely, accurate reports on intraday performance and impacts
Full Job Description
**Say hello to Hagerty** Hagerty is a company built by drivers for drivers. We put our members at the center of everything we do, and are dedicated to making it easier and more enjoyable for enthusiasts to drive and celebrate the machines they love. We’re proud to be the world’s largest insurer of collectible and enthusiast vehicles and are home to the Hagerty Drivers Club, the world’s largest car club. Our Marketplace business presents live and digital sales across the U.S. and Europe, we host a number of driving events and concours, and our award-winning automotive journalists produce the most popular car magazine globally, alongside internationally awarded videos. We’re committed to Never Stop Driving. **Ready to get in the driver’s seat? Join us!** As a **Real Time Analyst** , you'll be responsible for monitoring service levels across the enterprise and acting quickly to mitigate any staffing related concerns using WFM principals (adjusting schedules in real time, updating which queue an agent may be supporting, analyzing data to provide insights, etc.) You will provide leadership teams with timely, accurate reports on intraday performance and impacts to maximize the ability for our Member Service Center to achieve their business objectives. The Real-Time Analyst (RTA) team is at the forefront of agent interactions and provide insights into current performance compared to our plan, executing multiple levers to ensure the most successful outcome possible for all supported teams. The Workforce Management team is a part of the Member Service Center department and operates in a strong team-oriented environment. We work together with operations leaders to balance the needs of our members, employees, and owners as it relates to forecasting and scheduling. **What you 'll do** * Continuous intra-day real-time monitoring of queue results and agent performance across all supported teams and departments. * Oversee and assist in managing real time allocations of resources,
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