Business Analyst Call Center

AccuQuote, Inc. is one of the fastest growing life insurance companies in the industry. AccuQuote represents over a dozen top-rated, trusted insurance companies, so consumers can compare rates from several carriers instantly. Our expert, licensed agents contact each customer, confirm their needs, and assist them through the essential steps in the application process, ensuring a stress-free purchasing experience. Our remote working environment blends online innovation with personalized one-on-one customer service. AccuQuote offers a collaborative and friendly call center environment that includes a great employee benefit package and career growth. We go above and beyond at AccuQuote in everything we do. We are inspired by our clients and one another – and are driven to make things better. We love what we do, and we give it all we’ve got. We’re looking for someone who is ready to go above and beyond in everything they do. If you are someone with a genuine drive to improve your life and the lives of those around you, we encourage you to apply with us today. Position Summary: We are currently looking for a Business Analyst to join our company and work remotely. A Business Analyst in an insurance call center optimizes operations by analyzing call data, customer feedback, and performance metrics to identify trends, improve agent efficiency, enhance customer satisfaction, and reduce costs, focusing on process improvement, requirements gathering for new tools, and reporting on key metrics and abandonment rates. You will be forecasting, scheduling, reporting back hourly and in real time. You will also need to be very flexible, knowing that the job will need different tasks completed at any given time. You will work directly with the VP of sales and sales leaders to identify gaps and report back to the granular levels. Responsibilities: • Data analysis and reporting: Collect, organize, and analyze data from various sources (e.g., telephony stats, agent performance, customer satisfaction) to identify trends and areas for improvement. • Metric and KPI tracking: Monitor and report on key performance indicators (KPIs) such as average speed of answer, service levels, call abandonment rates, contact rate, conversion rate, marketing results and average handle time. • Dashboard and report development: Create and maintain reports, dashboards, and scorecards using tools like Power BI, SQL Server Reporting Services, and Visual Studio to provide stakeholders with clear, concise data visualization. • Forecasting and planning: Use historical data and trends to help develop accurate forecasts for call volume and staffing needs, supporting short- and long-term capacity planning. • Collaboration: Work with leadership, workforce management, and other teams to understand their data needs and provide them with relevant insights. • Data quality: Ensure data accuracy, consistency, and cleanliness across systems by monitoring data quality and resolving discrepancies. • Call Center: Assist and support call center activities, including running power dialers, ensuring agents are engaged with the dialer, ensuring inbound calls are answered etc. • Support: Create and maintain internal reference materials utilized by sales personnel. Qualifications: • Strong analytical and problem-solving skills • Proficiency with contact center technologies and reporting platforms • Experience with data analysis and visualization tools (e.g., Power BI, SQL, Excel) • Ability to translate complex data into clear and actionable insights • Strong communication skills, both written and verbal, to present findings to management • Attention to detail and commitment to data accuracy • A strong desire to find optimization points and provide support toward optimization Experience: • Call Center Software Proficiency: Familiarity with relevant systems (e.g., CRM platforms, call routing/ACD systems, workforce management tools). • Highly sought after Five 9 experience. • Performance Metrics Analysis: Ability to track, analyze, and report on key performance indicators (KPIs) across the company. • Workforce Management (WFM): Experience with scheduling, shift management, and forecasting call volumes to assist with ensuring optimal staffing levels. • Data Analysis & Reporting: Using tools like Microsoft Excel or Power BI to identify trends, pinpoint process bottlenecks, and make data-driven decisions. What we offer: ● Fully Remote! ● Full Benefits Package - Health, Dental, Vision, FSA, 401(k), Life Insurance, Short & Long-Term Disability ● Generous PTO and Paid Holidays If you have the above skills and are interested in creating a career for yourself, WE ARE INTERESTED IN TALKING TO YOU! Please APPLY NOW. AccuQuote Inc. is an Equal Opportunity Employer. Job Type: Full-time Pay: starting at $60,000.00 per year Work setting: • Call center • Remote If you require alternative methods of application or screening, you must approach the employer directly to request this as Indeed is not responsible for the employer's application process. Pay: From $60,000.00 per year Benefits: • Dental insurance • Disability insurance • Flexible schedule • Flexible spending account • Health insurance • Health savings account • Life insurance • Paid holidays • Paid time off • Prescription drug insurance • Vision insurance • Work from home Work Location: Remote Apply tot his job