Reporting Analyst

Safe Auto Insurance Company is a property and casualty auto insurance carrier based in Columbus, Ohio. Founded in 1993, we are built on a philosophy of customer service. This means we strive to provide caring, professional, knowledgeable, responsible and dedicated customer service to help make insurance affordable to every driver, no matter what their situation.

The Contact Center Reporting Analyst is responsible for overseeing the day to day real time operations of the Customer Contact Center and make key decisions and/or recommendations to leadership as unplanned events occur. The analyst is responsible for continuous and active real time monitoring and administration of agent activity to maintain acceptable service levels, recognize schedule and AUX adherence issues, and identify unusual call volume trends. The position is responsible for tracking the accuracy, effectiveness, and execution of the forecast and staffing plans.

* Work with contact center leadership to assess, define, and develop reporting deliverables * Design appropriate data repository and reporting tools that will be used to organize, analyze, and report data * Query databases to extract information needed to develop reports * Compile data and other information from multiple data sources * Interpret, analyze and provide recommendations regarding data accuracy and data collection needs and processes * Identify opportunities to enhance existing reports and develop new analytical tools * Continuously assess and improve data collection and reporting processes

Our ideal candidate has a college degree, excellent communication and organizational skills as well as strong computer skills. You must be able to multi task in a fast paced, collaborative environment while demonstrating persistence and problem solving skills. If you are interested in offering exceptional customer service, keeping an eye on details while using good judgment, we want to talk with you! * Bachelor’s degree with emphasis in mathematics, statistics, or related qualitative discipline * Extensive experience with Microsoft Office products with high level of proficiency in Excel * Experience with R, SAS, and SQL a plus * Must be flexible with the ability to work under time constraints, adapt to shifting priorities, and work independently as well as a part of a team * Open to a flexible schedule in order to accommodate a 24x7x365 operation (possible evenings and weekends) * Exhibit excellent organizational skills and ability to multi-task * Excellent written, verbal, analytical and communication skills