Workforce Forecast Planning Analyst

| Seattle
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Trupanion is a leading provider of medical insurance for cats and dogs in North America. Our mission is to help the pets we all love receive the veterinary care they need. At Trupanion, we offer a collaborative, casual, and pet-friendly environment where everyone is encouraged to be themselves.
Position Summary:
Are you passionate about creating and analyzing reporting data to manage forecast accuracy, identify trends, and develop recommendations to improve Contact Center performance? Our Workforce Planning team is growing! The Workforce Planning Analyst is responsible for the daily efforts to provide a phenomenal customer and employee experience by effectively delivering real-time management and executing optimal schedule placements.
Candidates for this position have the option to work remotely from anywhere in the US, or out of our Seattle office, depending on their preference.
Key Responsibilities Include:
  • Utilize predictive analytics to generate and maintain accurate long term volume and workload (staffing demand) as well as forecasts of inbound/outbound calls, email, chat, and back-office work
  • Develop capacity plans to meet service level goals in accordance with established headcount targets and budgets with input from senior leadership and other key partners
  • Generate custom reports and dashboards to supervise organizational performance using raw data from the workforce management software platform while being versatile to assess other sources of interaction data and having a mastery of data definition differences
  • Produce daily and weekly reports covering current trends and contact drivers, and to help influence overtime or voluntary time off decisions
  • Perform smoothing of breaks and lunches, and standard methodologies in terms of automated optimization and scheduling off-the-phone activities, ensuring optimum coverage across all teams
  • Take charge of user profile, Workforce Intelligence, and Workforce Management configurations, and keep multiple stages of agent transition in mind

Qualifications (Please include a cover letter with your application!)
Education, Registration & Certification:
  • Bachelor's degree in Mathematics, Statistics, Finance, Economics, or other quantitative fields, or equivalent work experience.

Experience:
  • 3+ years of demonstrated ability in workforce management or equivalent
  • Intermediate-to-advanced skills in Microsoft Excel
  • Familiarity with inContact CXOne and Calabrio WFM is a plus
  • Experience with SQL Server is a plus
  • Studio or scripting within other user interface applications desired
  • Dashboard tools such as InView, Interaction Analytics, Tableau, Power BI, or Sisense desired.

Benefits and Perks:
  • Bonus opportunities
  • Full medical, dental, and vision benefits at no cost to the employee
  • Four weeks paid time off and 9 paid float holidays (you can decide which days are most important to you!)
  • Five-week sabbatical after five years of employment
  • Restricted Stock Units
  • Open, casual, pet-friendly, and fun office environment
  • Free medical health insurance for your pet (1 dog or cat)
  • Paid time off to volunteer at nonprofit organizations
  • Seattle Office Amenities: Free on-site gym, free dog walking services for office pets during business hours, free parking, and paid ORCA cards.

About Trupanion:
We're all about helping pets. We promote a cohesive and nimble team environment, and we hire, develop and promote team members. We trust each other. We are transparent and honest. We care about one another and want to see our team members succeed, personally and professionally. We strive to promote from within and reduce bureaucracy to allow creative thinking. We're focused on providing continuous training and support to all team members to encourage long-term happiness and success.
Take a look inside our office and see for yourself:
https://www.facebook.com/Trupanion/videos/10155423763702974/
Trupanion Team DNA:
At Trupanion, we achieve great things together when we are:
  • Caring: We are kind to each other and assume positive intent.
  • Collaborative: We work together to achieve company goals (we not me).
  • Courageous: We are determined, take risks, and make bold moves.
  • Curious: We seek new information to continually better ourselves and our work.
  • Honest: We believe candid communication leads to successful teamwork.
  • Inclusive: We welcome and value all people and perspectives.
  • Nimble: We readily adapt and evolve in pursuit of progress and innovation.

For more information about Trupanion, visit http://trupanion.com/about
Trupanion is an equal opportunity employer and embraces diversity. We are committed to building a team that represents a variety of backgrounds, abilities, perspectives, and skills.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment. Please contact us to request accommodations.
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • SqlLanguages
    • ASP.NETFrameworks
    • Microsoft SQL ServerDatabases
    • MongoDBDatabases
    • TableauAnalytics
    • PhotoshopDesign
    • ConfluenceManagement
    • WrikeManagement
    • SharePointManagement
    • Azure DevOpsManagement
    • HootsuiteCMS
    • DocuSignCRM
    • Microsoft DynamicsCRM
    • MailChimpEmail
    • MarketoLead Gen

Location

Georgetown is a blend of great restaurants, dog-friendly breweries, and bustling businesses.

An Insider's view of Trupanion

What’s the vibe like in the office?

Despite remote working and never having met any of my co-workers in person, I always get the required support from my team. There are exciting projects planned, which provide ample opportunity to experiment, learn and grow.

Priyanka

Software Engineer II

What does your typical day look like?

When I arrive at the beginning of my day, I am always excited to call my hospitals. I review hospital activity reports to help identify engagement, and see how I can assist staff in processing claims through our software more efficiently. This role is exciting, challenging, and is never the same day to day.

Shannon

Account Manager

How does the company support your career growth?

Trupanion continues to offer ways for us to increase our skill set and grow both personally and professionally throughout our tenure by offering continuing education courses on a variety of topics ranging from how to set and achieve goals to how we can adopt more inclusive language to name a few.

Trenton He/Him

Learning & Development Specialist

What is your vision for the company?

To offer an inclusive workplace culture that encourages team members to be their whole self, fosters a sense of belonging, and recognizes that great ideas can come from anywhere in an organization. We want Trupanion to be the destination to come and build a career.

Gavin (He/Him)

General Counsel & Chief People Officer

What makes someone successful on your team?

To be successful at Trupanion, you must have a thirst for knowledge! Always ask more questions to discover the ‘why’ and ’how’ behind the ‘what.’ With additional information, you will not only be able to gain personal knowledge but also apply it to situations that come your way to come to the best solution for our members and partners.

Angie

Manager, Partner Support

What are Trupanion Perks + Benefits

Trupanion Benefits Overview

We care deeply about our team members here at Trupanion. We provide a robust benefits and rewards package to our team members designed to help them be the best possible version of themselves with additional perks like paid volunteering time, recognition for good performance and cultural committees. Trupanion is more than just a pet-friendly office, with over 400 approved office pets, we are an industry leader in pet benefits.

Culture
Volunteer in local community
Our team members can take a paid day off to volunteer at a charity of their choosing.
Partners with Nonprofits
We partner with the Northwest Center to support people of all abilities. We are also partnered with Ada Academy and YearUp. We host annual pet food drives for pet shelters in the Greater Seattle area.
Friends outside of work
Eat lunch together
Intracompany committees
Trupanion has several intracompany programs including TruPride and TruLOVE (Leaders of Various Ethnicities).
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Part of our interview skills training is focused on unconscious bias.
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Trupanion has several intracompany programs including TruPride and TruLOVE (Leaders of Various Ethnicities).
Hiring Practices that Promote Diversity
The recruiting team has proactive sourcing goals to bring more diverse candidates into the pipeline. In addition, we have unconscious bias training and ensure diverse interview loops.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
We offer our team members the chance to participate in the healthcare FSA or limited healthcare FSA, and a dependent care FSA.
Disability Insurance
Trupanion provides all team members with short term and long term disability coverage. We also pay the full cost of the WA PFML premium.
Dental Benefits
Our dental plan covers 100% of preventive expenses and 100% of orthodontia up to $1,500 (lifetime maximum).
Vision Benefits
Our vision program provides for an annual exam and glasses and/or contacts.
Health Insurance Benefits
Trupanion offers two health plans and we pay 100% of employee-only coverage. Team members who identify as transgender or gender nonconforming receive additional coverage for gender-affirming surgery.
Life Insurance
All full time team members receive company paid basic life and ADD insurance.
Pet Insurance
Team members may enroll one pet (cat or dog) in a Trupanion medical insurance policy at no charge. Trupanion pays the monthly premium and the policy has a $0 deductible + 90% payout.
Wellness Programs
Membership with the League for benefits information and additional wellness resources. Trupanion will give you $50 per month ($600 annually) that you can use for the benefits that matter most to you.
Onsite Gym
Team workouts
Online yoga offered by a certified instructor twice a month.
Mental Health Benefits
Talkspace, online yoga, and meditation. Trupanion will give you $50 per month ($600 annually) that you can use for the benefits that matter most to you.
Retirement & Stock Options Benefits
401(K)
The Trupanion 401k offers pre-tax and Roth savings opportunities.
Company Equity
All team members are granted equity at time of hire.
Performance Bonus
Trupanion offers team members an opportunity to receive quarterly performance bonuses.
Child Care & Parental Leave Benefits
Child Care Benefits
Onsite daycare offers foreign language instruction, dance and soccer lessons, and constant communication with parents via an app updated throughout the day.
Generous Parental Leave
Eligible employees (mothers as well as fathers) in Washington state will have the right to 12 paid weeks of parental leave upon the birth or adoption of a child.
Flexible Work Schedule
Trupanion offers a flexible work schedule for certain positions.
Remote Work Program
Family Medical Leave
Starting in 2022, Trupanion will now offer Paid Family Medical Leave for all US team members that pays 75% of your weekly wage for up to 12 weeks.
Return-to-work program post parental leave
Vacation & Time Off Benefits
Generous PTO
Trupanion team members start off at 20 days of PTO per year and receive an additional day each consecutive year of employment. In addition, we have 8 floating PTO holiday days.
Paid Volunteer Time
Our team members can take a paid day off to volunteer at a charity of their choosing.
Sabbatical
Eligible team members get 5 weeks of paid sabbatical after 5 years of working at the company.
Paid Holidays
Paid Sick Days
Our sick and vacation time are rolled into one category and everyone in the company starts out with 4 weeks. Each year you'll earn another day of PTO, maxing out at six weeks!
Perks & Discounts
Casual Dress
Commuter Benefits
We provide a company paid ORCA card and on-site parking to all team members.
Company Outings
Trupanion hosts all sorts of events and outings throughout the year!
Game Room
Stocked Kitchen
Trupanion has a stocked kitchen with unlimited tea, coffee, cocoa, and a Bevi machine.
Happy Hours
Parking
We provide on-site parking to our team members at no charge.
Pet Friendly
With 400+ dogs and cats onsite daily, Trupanion is a mutant version of pet friendly! We provide corporate dog walking services and have two playrooms available.
Recreational Clubs
We have Craft Night and a weekly running group.
Relocation Assistance
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Trupanion offers team members professional development opportunities like the ability to attend job related conferences and seminars.
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Online course subscriptions available
Paid industry certifications
We have an annual budget for paid industry certifications. Sales and Customer service positions are P&C Licensed as part of their training.

Additional Perks + Benefits

In addition to the benefits and perks outlined above, Trupanion offers paid bereavement time for the important beings in your life (human, furry, feathered, and reptilian), a rotating schedule of food trucks, and an array of discount programs and partnerships to our team members.

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