Senior Analyst, Advanced Analytics
Description The Direct Operational Analytics team is looking for highly motivated senior analyst with strong analytical and technical skills to join the Capacity Analytics team. The team is responsible for maintaining the operational health of the Direct channel by ensuring that the DRC (DTC contact center) is adequately staffed to meet the changing demands of growth, economic, and strategic objectives. You will be a part of a team responsible for developing long-term forecasts steering the 1250-employee organization toward achieving them. Your focus will be on the inter-network decisions that are critical to managing DRC capacity and staffing. Additionally, you will leverage behavioral economics and inter-network insights to support optimization of our sales agents. To successfully influence, you will have high visibility with Direct leaders and collaborate with various partners throughout the organization on qualitative inputs. The ideal candidate will possess strong analytical skills driven by curiosity and a commitment to problem-solving. Familiarity with dynamic trends and experience in executing analytical recommendations are essential. Experience in workforce management is a plus. You should have excellent verbal and written communication skills, enabling you to articulate complex concepts clearly to diverse audiences. If you enjoy making a meaningful impact in a dynamic environment, you will fit right in. This role may have in-office requirements dependent on candidate location. Responsibilities: • Develop and perform monitoring of internetwork health to unlock efficiencies • Execute economically informed recommendations to increase DRC’s capacity • Support ad-hoc needs at the queue and segment levels • Understand how inter-network trends relate to the big picture to drive prioritization and progress to long term goals • Leverage SAS and/or SQL experience for data mining and accessibility • Ensure 2-way communication with the capacity and KPI teams • Experience using workforce management systems such as Calabrio is a plus Qualifications • Bachelor's Degree plus a minimum 3 years, typically 4 or more years of experience, or equivalent, is required. • Mathematics, Economics, Statistics or other quantitative field are preferred fields of study. • Advanced knowledge of data sources, tools, statistical principles and methodologies, and techniques. • Advanced proficiency in Excel (VBA, macros, scripts, formulas, data visualization, etc.), PowerPoint, and statistical software packages (SAS, Emblem). • Must have good planning, analytical, decision-making and communication skills. Solid understanding of business to improve business outcomes. About Us Pay Philosophy: The typical starting salary range for this role is determined by a number of factors including skills, experience, education, certifications and location. The full salary range for this role reflects the competitive labor market value for all employees in these positions across the national market and provides an opportunity to progress as employees grow and develop within the role. Some roles at Liberty Mutual have a corresponding compensation plan which may include commission and/or bonus earnings at rates that vary based on multiple factors set forth in the compensation plan for the role. At Liberty Mutual, our goal is to create a workplace where everyone feels valued, supported, and can thrive. We build an environment that welcomes a wide range of perspectives and experiences, with inclusion embedded in every aspect of our culture and reflected in everyday interactions. This comes to life through comprehensive benefits, workplace flexibility, professional development opportunities, and a host of opportunities provided through our Employee Resource Groups. Each employee plays a role in creating our inclusive culture, which supports every individual to do their best work. Together, we cultivate a community where everyone can make a meaningful impact for our business, our customers, and the communities we serve. We value your hard work, integrity and commitment to make things better, and we put people first by offering you benefits that support your life and well-being. To learn more about our benefit offerings please visit: Liberty Mutual is an equal opportunity employer. We will not tolerate discrimination on the basis of race, color, national origin, sex, sexual orientation, gender identity, religion, age, disability, veteran's status, pregnancy, genetic information or on any basis prohibited by federal, state or local law. Fair Chance Notices • California • Los Angeles Incorporated • Los Angeles Unincorporated • Philadelphia • San Francisco Apply tot his job