Workflow Coordinator - Customer Experience Center

The workforce coordinator for our Inbound Call Center is the primary contact at National Life Group for meeting the daily metrics of the call center as well as working with leadership on handling overall call volume. They will manage the daily skill routing for the call center, communicate with back-up representatives, and assist with call volumes as needed.

Key Responsibilities

• Handling daily call volume via our Avaya CMS system by changing skills and rerouting calls during peak call time frames
• Tracking historical call data and assisting with forecasting future call volume and identifying staffing gaps
• Working with leadership daily regarding call volumes and needed assistance throughout the day
• Obtaining assistance from back-up representatives as needed to meet the daily Service Level Agreements
• On a daily basis, reporting key metrics for the call center as a whole as well as individual representatives
• Providing historical summaries for policyholder and agent inbound call volumes
• Assist with incoming calls and other customer touch points as needed
• Coordinate complex after-issue service requests with the production units, such as New Business, Contract Change, Title and Claims

Requirements

• Bachelor’s Degree
• Strong customer-centric focus
• Previous Avaya CMS knowledge
• Previous team lead/supervisor experience preferred
• Previous Work Force Management experience
• Strong people/communication skills
• Ability to multi-task/handle various assignments at once
• Knowledge of MS Office 2010 / Windows 7
• Excellent written and verbal communication skills required
• Ability to meet established deadlines; must be a self-starter and be able to work independently as well as being a team player
• Ability to work in a fast-paced environment; strong organizational skills a must
• Must be able to pass a background check

The base compensation range represents the low and high end of the range for this position. Actual compensation will vary and may be above or below the range based on various factors including but not limited to qualifications, skills, competencies, location, and experience. The range listed is just one component of our total compensation package for employees.

Other rewards may include an annual bonus, quarterly bonuses, commissions, and other long-term incentive compensation, depending on the position.  National Life offers a competitive total rewards package which includes: a 401(k) retirement plan match; medical, dental, and vision insurance; a company funded wellness account for director and below employees; 10 paid holidays; a generous paid time off plan (22 days of combined time-off for non-exempt employees and exempt employees have discretion in managing their time, including scheduling time off in the normal course of business, but in no event will exempt employees receive less sick time than required by state or local law); 6 weeks of paid parental leave; and 6 weeks of paid family leave after a year of full-time employment.

National Life is accepting applications for this role on an ongoing basis and the role remains open until filled.   

National Life Group® is a trade name of National Life Insurance Company, Montpelier, VT – founded in 1848, Life Insurance Company of the Southwest, Addison, TX – chartered in 1955, and their affiliates. Each company of National Life Group is solely responsible for its own financial condition and contractual obligations. Life Insurance Company of the Southwest is not an authorized insurer in New York and does not conduct insurance business in New York. Equity Services, Inc., Member FINRA/SIPC, is a Broker/Dealer and Registered Investment Adviser affiliate of National Life Insurance Company. All other entities are independent of the companies of National Life Group.

National Life Group

1 National Life Dr

Montpelier, VT 05604

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