Workforce Analyst

Please apply by sending your resume to Branch Careers.

Branch was founded with a mission to restore insurance back to its original intent - a force for communal good. 

As a fast-growing startup, Branch is in need of passionate, hardworking, and tech-savvy individuals to assist with business growth and development at every level of the company. Branch is searching for talented individuals from diverse backgrounds to shape the future of Branch through meaningful and engaging opportunities.

As we like to say around here: we’re getting back to getting each other’s back. And it all starts with a totally reimagined way to sell home and auto insurance. 

There’s a lot of work to do - that’s where you come in.

About the Workforce Analyst role

Branch’s Workforce Analyst will be responsible for the administration and optimization of our Contact Center’s performance and technology.

Role Responsibilities

• Owning the administration of Five9 telephony platform for Sales, Service, and Claims functions.
• Acting as the administrator of Branch’s ZenDesk workflow platform.
• Working toward a continuous optimization of IVR and call routing experience.
• Analyzing and providing optimization insight on outbound dialing effectiveness, inbound calls, manual work activity for Sales and Service functions.  
• Owning the scheduling and staffing functions for all Sales and Service functions.
• Monitoring and clearly communicating contact center KPI outcomes.
• Serving as liaison between Branch’s contact center and business intelligence team to provide agent and department level reporting.

About You

• Solid understanding of call center terminology, functions, and an operational knowledge of call routing/telephony platforms.
• Property & Casualty insurance experience a plus!
• Strong experience with collecting data, data analysis, and presenting insights in a contact center environment.  
• Experience modeling short/long term forecasts and hiring plans.
• Advanced ability to multi-task within Google products, remote collaboration tools, and agency quote/bind platforms.
• You are passionate about taking ownership, solving problems, and getting results.
• You have analytical skills that allow you to instinctively want to know what the data tells you about a problem you’re trying to solve.  
• You have a bias towards action and can handle spin multiple plates simultaneously.
• You’re tech savvy, detail orientated, and flexible.
• You are curious, thoughtful, can quickly see the forest through the trees, and can think through and address various different problems in parallel.
• You love connecting with people and have a solid track record of strong relationships.

More about Branch

You will also be eligible for Branch’s growing benefits program which currently includes: 

•  Health insurance for you and your family, a plan fully paid for by Branch on behalf of its employees
•  A $150/mo contribution to a Health Savings Account (HSA), administered by Branch 
• Managing your own time off (no paid time off program, allocation or fixed days off) 
• Immediate participation in Branch’s 401K with profit sharing potential

At Branch, we are deeply committed to community. As such, we are an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

Please reach out to careers@ourbranch.com with any questions.