About the Role

The Workflow Analytics Manager will lead the Workflow Analytics team focused on designing, implementing, & executing routing strategies in support of the Marketing organization's objectives, across all insurance verticals. With analytics, the team will leverage data to identify & evaluate the underlying characteristics of lead quality to best match a call to a SelectQuote Sales representative. This individual will provide guidance & technical support to their team members, as well as Marketing & Sales leadership & team members in driving process improvements related to call routing. Finally, this individual will closely partner with SelectQuote's IT Data Science team in the technical development & advancement of our Routing system & application.

Supervisory Responsibilities:

• This position has direct supervisory responsibilities.

Essential Duties and Responsibilities:

• Lead the Routing Analytics team in the execution of Routing strategies; including direct supervision & career development for team members.
• Analyze call data trends to uncover opportunities to enhance our call routing strategies & optimize performance. Identify recent shifts in performance and act to optimize time-sensitive opportunities.
• Collaborate closely with Workflow Operations to incorporate new workflows, scripts, and strategies into the call routing strategy.
• Understand the broader Routing & Workflow processes and strategy, with the ability to translate how the strategy can be executed from a technical perspective.
• Maintain knowledge of and inform cross-divisional transfer and routing strategies. Work to maintain quality-scoring continuity and translation from one division to another.
• In collaboration with technical data teams, build & maintain purpose-built reporting to support the call routing strategies; apply a detailed process understanding to design reports that confirm processes are operating as desired while partnering closely with key business partners across the Marketing, Sales, & IT organizations.
• Build weekly presentations and communicate KPI's to management & executive leadership, providing context for both positive and negative results on Routing Strategies & initiatives. Establish KPI benchmarks for success using data.
• Serve as a mentor and subject matter expert on advanced analysis methods & goals.

Skills/Abilities:

• Strong analytical and detail-oriented aptitude; with ability to produce both detailed complex analyses and simple ones where appropriate
• Strong collaborator who can work across all levels within the organization (Analyst to Executive)
• Articulate and well-spoken; Exceptional communication skills (both written & oral)
• Fast learner who is career minded and seeks additional responsibility as earned
• Working knowledge of Microsoft Office & Google Suite (PPT, Word)

Education and Experience:

• Bachelor's Degree in Finance, Data Analytics, Data Science, Mathematics, Statistics, Business Administration or related field or equivalent years of experience required
• 4 - 5 years of analytical work experience required
• 3+ years of people management experience required
• Advanced Excel & SQL skills (3+ years)
• Ability to work in a fast-paced environment managing multiple projects, multiple channels and segments simultaneously in a cross-functional team

Physical Requirements:

Work is performed indoors with potential for exposure to safety and health hazards related to office work. Could periodically travel to other office and operational sites. The noise level in the work environment is usually moderate.

Prolonged periods of sitting at a desk and working on a computer.

Disclaimer: The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required.

Our Benefits

The Compensation for this position is listed below. Local minimum wage laws apply. This information is posted pursuant to local requirements to provide applicants with information about what they might be eligible to receive. Individual pay decisions will depend on job-related factors such as experience, education, skill, performance, and geographic location where work will be performed.

Successful candidates may be able to participate in one or more incentive compensation or short-term incentive plans, which could generate additional earnings in accordance with the terms of each plan.

We are proud to offer the following benefits:

• Competitive Medical, Dental, and Vision Insurance
• HSA/FSA
• Voluntary Hospital Indemnity, Critical Illness, Accident Insurance, and Short Term Disability
• Voluntary Life Insurance for Self, Spouse and Dependent
• Company-paid Basic Life Insurance and Long Term Disability
• Retirement plan and Employer match contribution with Profit Share
• Tuition Reimbursement program
• Company perks and Discount program
• Engaging Wellness and Financial Education Resources
• Employee Assistance Program
• Incentive Plans

Base Salary Minimum

$95,000

Base Salary Maximum

$110,000