Workforce Analyst

American Modern Insurance Group, Inc., a Munich Re company, is a widely recognized specialty insurance leader that delivers products and services for residential property – such as manufactured homes and specialty dwellings – and the recreational market, including boats, personal watercraft, classic cars, and more. We provide specialty product solutions that cover what the competition often can’t. We write admitted products in all 50 states and have a premium volume of $2.2 billion.

Headquartered in Amelia, Ohio, and with associates located across the United States, we are part of Munich Re’s Global Specialty Insurance division. Our employees receive boundless opportunity to grow their careers and make a difference every day - all in a flexible environment that helps them succeed both at work and at home.

American Modern Insurance Group is seeking a Workforce Analyst to support our Customer Service organization. This role plays a critical part in driving continuous improvement by monitoring call and chat activity, analyzing trends, and delivering data-driven insights that optimize staffing, coverage, and operational efficiency.

This position partners closely with leadership to ensure the contact center is positioned for success—balancing customer experience, associate engagement, and business results.

Responsibilities:

•  Delivers data-driven recommendations for contact center optimization by monitoring call trends, evaluating associate skilling, and analyzing hourly data, present findings in executive summaries and analytical reports to inform staffing and skill set strategies
• Schedules and coordinates associate time off, training, and personal development activities, considering business needs and organizational goals
• Identifying and resolving technical issues within call routing, call center technology, and off-site systems to ensure reliable and effective operations
• First point of contact for troubleshooting system issues including 8x8 software troubleshooting, internet/audio issues, along with other technical issues encountered in a hybrid environment
• Collaborates with the management team to optimize efficiency, streamline processes, and drive process improvement initiatives, ultimately maximizing results
• Present data-driven hiring recommendations, evaluate short-term staffing trends, and collaborate with hiring managers to streamline talent acquisition and onboarding
• Presents department results to leadership at all levels, offering actionable recommendations and insights to optimize contact center performance and achieve goals
• Creates proactive action plans in partnership with the leadership team to ensure adequate and support coverage is aligned achieve our results
• Flexibility to adapt to changing schedules, with the ability to work any time during company hours, 8 am - 8 pm EST

Required Qualifications:

• High School Diploma or equivalent required; Bachelor’s degree or active pursuit of a degree preferred
• Active Property & Casualty (P&C) insurance license
• Minimum of 2 years of Customer Service experience at American Modern Insurance Group or equivalent experience; prior leadership or coaching experience preferred
• Strong analytical, problem-solving, and critical-thinking skills, with the ability to translate data into meaningful insights
• Excellent written and verbal communication skills, including the ability to present findings to leadership
• Proven ability to multitask and thrive in a fast-paced, high-energy environment
• Ability to work effectively across diverse teams, remain composed in challenging situations, and build strong working relationships
• Intermediate understanding of analytics, reporting, and process improvement concepts, with a desire to continue learning and developing
• Familiarity with Microsoft Office applications and contact center tools such as Calabrio, 8x8, and PCI Pal is preferred.

We are proud to offer our employees, their domestic partners, and their children, a wide range of insurance benefits:

• Two options for your health insurance plan (PPO or High Deductible)
• Prescription drug coverage (included in your health insurance plan)
• Vision and dental insurance plans
• Short and Long Term Disability coverage
• Supplemental Life and AD&D plans that you can purchase for yourself and dependents (includes spouse/domestic partner and children)
• Voluntary Benefit plans that supplement your health and life insurance plans (Accident, Critical Illness and Hospital Indemnity)

In addition to the above insurance offerings, our employees also enjoy:

• A robust 401k plan with up to a 5% employer match
• A retirement savings plan that is 100% company funded
• Paid time off that begins with 24 days each year, with more days added when you celebrate milestone service anniversaries
• Eligibility to receive a yearly bonus as a Munich Re employee
• A variety of health and wellness programs provided at no cost
• A hybrid environment that gives you a choice in where and how you get work done
• A corporately subsidized on-site cafeteria as well as a We Proudly Serve coffee shop
• An on-site complimentary workout facility as well as walking trails on campus grounds
• On-site wellness center complete with nurse practitioner
• Financial assistance for adoptions and infertility treatment
• Paid time off for eligible family care needs
• Tuition assistance and educational achievement bonuses
• A corporate matching gifts program that further enhances your charitable donation
• Paid time off to volunteer in your community

At American Modern, a subsidiary of Munich Re, we see Diversity and Inclusion as a solution to the challenges and opportunities all around us. Our goal is to foster an inclusive culture and build a workforce that reflects the customers we serve and the communities in which we live and work. We strive to provide a workplace where all of our colleagues feel respected, valued and empowered to achieve their very best every day. We recruit and develop talent with a focus on providing our customers the most innovative products and services.  

We are an equal opportunity employer. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.