Workforce Management Analyst

Kin is redesigning insurance to be smarter, faster, and centered on the customer. We use intelligent pricing, offer seamless bundling, and make every step (from purchasing, servicing to claims) simple and friction-free, especially in the places traditional insurers often ignore.

We empower people to protect what matters most, starting with their homes and expanding to all they value, in a world where climate risks, rising costs, and outdated systems leave too many behind. Our approach has fostered amazing growth, attracted marquee investors, and earned us accolades, including being named to:

• Built In Chicago's Best Places to Work, Midsize Companies (2021-2025).

• Forbes' America's Best Startup Employers (2021- 2024, Ranked #37 in 2024).

• Inc. 5000 Fastest-Growing Private Companies.

• Forbes’ Fintech 50.

Simply put, our people are what make us great – we need forward-thinking, inspired game-changers like you to join us in our mission.

So, what’s the role?
We are looking for a Workforce Management Analyst to join our Revenue Operations team at Kin. In this role, you will be the right hand of Workforce Management leadership supporting omnichannel contact center operations, ensuring timely and efficient support for our customers, and providing support for Workforce Management leadership in day-to-day operations and strategic projects. You’ll be responsible for acting as the face and voice of near-term WFM; providing scheduling, light forecasting, and reporting support; and assisting with the strategic endeavors of Kin.

A day in the life could include:

• Creating and maintaining distributable reporting

• Working directly with Operations Leadership on near-term Workforce Management tasks

• Ad-hoc data analysis at a large and granular scale

• Assisting Workforce Management leadership in supporting and planning for strategic projects

• Providing data-driven insights to inform continuous improvement efforts

• WFM Platform administration

I’ve got the skills… but do I have the necessary ones?

• 4-7 years of Workforce Management experience in an omnichannel contact center environment

• Expert Proficiency with WFM and ACD tools (e.g., NICE, Genesys, Verint, Assembled, Aspect, Five9, Regal)

• Strong written and verbal communication skills

• Advanced proficiency in Google/Office Suite

• Analytical mindset with a knack for creative problem-solving

• Excellent attention to detail and the ability to juggle multiple pieces of information and work

Bonus Points:

• Experience with evolving business processes and rapid change

• Familiarity with BI tools like Looker, Tableau, or PowerBI

• Understanding of non-phone workflows and their impact on staffing

Oh, and don’t worry, we’ve got you covered! 

We offer a comprehensive benefits program, allowing you to choose the benefits that are best for you and your family including: Medical, Dental, Vision, Life Insurance and Disability Insurance options, Employee Assistance Program, as well as elective voluntary benefits such as accident insurance, hospital indemnity, critical illness, legal assistance and pet insurance.  

• In addition to these benefits, we also are excited to offer the following: 

  • Competitive salary and equity  

  • 401K with company match of up to 4%  

  • Flexible PTO for exempt employees, along with 8 company-observed holidays 

  • A paid parental leave program that provides 100% salary continuation of up to 14 weeks for birthing parents and 8 weeks for non-birthing parents 

  • Continuing education and professional development opportunities

Kin will accept applications for the role until August 25th, 2025

For Sales Agents and Customer Service Agents: These roles sit in any of the following 30 states: AL, AZ, CO, FL, ID, IL, IN, KS, KY, MA, MD, ME, MI, MN, MO, MT, NC, NE, NM, NV, NY, OH, OK, PA, SC, TN, TX, UT, VT, VA, WA, and WI.

For all other positions, these roles can sit in any of the following 40 states: AL, AR, AZ, CA (exempt only), CO, CT, FL, GA, ID, IL, IN, IA, KS, KY, MA, ME, MD, MI, MN, MO, MT, NC, NE, NJ, NM, NV, NY, OH, OK, OR, PA, SC, SD, TN, TX, UT, VT, VA, WA, and WI. Please only apply if you are able to live and work full-time in one of the states listed above.

State locations and specifics are subject to change as our hiring requirements shift.

Kin is the only pure-play, direct-to-consumer digital insurer focused on the growing home insurance market. We make policies convenient and affordable through a technology platform that delivers a seamless user experience, customized options for coverage, and fast, high-quality claims service. Kin is a fully licensed carrier that offers coverage through its reciprocal exchanges which are owned by its policyholders. To learn more, visit www.kin.com.

Kin is proud to be an Equal Employment Opportunity and Affirmative Action Employer. We don't just accept difference – we honor it, nurture it, and celebrate it. We don’t discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.