Workforce Associate | Coverage

Red Ventures is seeking a Workforce Associate in the Charlotte, NC area to support the Coverage Insurance Agency’s sales center initiatives. In this role, you will report to the VP of Insurance and work with the agency’s leadership team to determine the communication strategy between Coverage.com users and agency personnel.

What You'll Do:

• Own proactive analysis and communication of volume trends, adjust expectations of staffing capacity as needed and ensure timely and effective execution to drive staffing solutions.
• Collaborate with the Agency Sales Manager to drive the daily and weekly staffing strategy, seeking to maximize sales opportunities, minimize operational expenses, and making adjustments as needed to drive efficiency.
• Collaborate with Insurance Operations to ensure accurate agency reporting.
• Create reporting to allow diligent monitoring of agent adherence and productivity, partnering with the Agency Sales Manager to uphold a best-in-class agency experience.
• Own and maintain the agency’s telephony strategy, including phone numbers, campaign scripts and call routing.
• Support and maintain agency’s CRM, including leveraging new and existing tools to enhance sales conversion, retention and servicing requirements..
• Produce daily, weekly and monthly agency and agent level performance reports and present key insights and findings to the insurance leadership team.
• Support the incentive strategy and budgeting, including maintaining the agent incentive file, in partnership with the Agency Sales Manager and Operations Team.
• Support agents by responding promptly to diagnose, resolve or escalate issues as needed within telephony or CRM systems.
• Develop and continually drive project work plans forward

What We’re Looking For:

• 1+ years of experience in a call center or agency office environment
• Familiarity with call routing and telephony systems
• Experience with the Salesforce CRM a plus
• Excellent knowledge and ability to leverage Excel and the Google suite of tools in order to perform analysis around performance opportunities
• Team player with a strong bias to action. Willing to “get in the weeds,” partnering with agents to diagnose and promptly resolve issues.
• Results and solution-oriented mindset with strong analytical skills and attention to detail.
• Demonstrated ability to interpret data, identify trends and recommend multiple solutions.
• Strong, effective communication skills with the ability to communicate based on the audience.
• Build strong relationships with the agency team and be able to collaborate in a team environment.
• Self-starter with a strong bias to action combined with intellectual curiosity; able to independently identify opportunity areas within the workforce operations and implement creative solutions to improve team performance.
• Comfort in a fast-paced and often changing environment, with an inclination to solve new problems and learn new skills in order to succeed.

What about the pay and benefits?

• USA Compensation Range: $60,000 - $85,000*
  *Note actual salary is based on geographic location, qualifications, and experience.

Perks and Benefits:

• Unparalleled Experience:

  • 1:1 Coaching and Stretch Assignments early in your career
  • Robust L & D Offerings
  • Global Peer Network for more seasoned talent

• World Class Mental Wellness:

  • Access to Free Therapy Sessions and Emotional or Work-Life Counseling Sessions for all US Employees and Family Members
  • Free Calm Subscription

• Family Support, Planning, and Fertility:

  • Support for every unique path to parenthood including fertility, egg freezing, adoption, surrogacy, parental bonding, and more.
  • Medical, Dental, Vision, Health Insurance Coverage
  • Life Insurance
  • Short and Long-Term Disability Insurance
  • Flexible Spending Accounts
  • 401k with Match
  • Employee Assistance Program

• Hybrid Schedule + Generous Paid Time Off (PTO):

  • On-site Collaboration and Work From Home (WFH) Days
  • Holiday Pay
  • Winter Week: Company Recognized Holiday between Christmas and New Years

• On-Site Perks:

  • Full Gym and Yoga Studio
  • Free Fitness Classes
  • Tennis Courts
  • Pickleball Courts
  • Indoor Basketball Court
  • On-site Chefs and Baristas ($1 Lattes!)
  • Frequent Community Events and Celebrity Guest Speakers

• Inclusive Benefits: Perfect Score in 2024 from the Human Rights Campaign (HRC) for outstanding efforts in promoting LGBTQ+ equality within the workplace.

Who We Are:

Coverage Insurance Agency is a direct to consumer P&C agency supporting the Coverage.com brand. By giving online users a number of different insurance carrier options, Coverage.com drives high intent insurance shoppers to the Coverage Insurance Agency to complete their purchase.

Over the last twenty years, Red Ventures has built a portfolio of influential brands, digital platforms, and strategic partnerships that work together to connect millions of people with expert advice. Through premium content and personalized digital experiences, Red Ventures builds online journeys that make it easier for people to make important decisions about their homes, health, travel, finances, education and entertainment. Founded in 2000, Red Ventures has 3,000 employees in 10 cities across the US, as well as in the UK and Brazil. Red Ventures owns and operates several large digital brands including Healthline, The Points Guy, Bankrate, MYMOVE, and Allconnect.com.

We offer competitive salaries and a comprehensive benefits program for full-time employees, including medical, dental and vision coverage, paid time off, life insurance, disability coverage, employee assistance program, 401(k) plan and a paid parental leave program.

Red Ventures is an equal opportunity employer that does not discriminate against any employee or applicant because of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or any other basis protected by law. Employment at Red Ventures is based solely on a person's merit and qualifications.

We are committed to providing equal employment opportunities to qualified individuals with disabilities. This includes providing reasonable accommodation where appropriate. Should you require a reasonable accommodation to apply or participate in the job application or interview process, please contact [email protected].

If you are based in California, we encourage you to read this important information for California residents linked here.

Click here for more details regarding the employee privacy policy: https://www.redventures.com/legal/us-emp-privacy-notice

Questions about this Privacy Notice can be directed to [email protected]. Alternatively, you may raise any questions or concerns to your manager, HR Business Partner, or through the Privacy Team.