Progressive Operations Research Analyst Senior in Mayfield Village, Ohio
Operations Research Analyst Senior
As a Senior Operations Research Analyst in the Workforce Management of Customer Relationship Management (CRM) Control, you'll have the chance to impact forecasting and staffing decisions within Progressive. You will start off in the Long Term Planning team, learning about the intricacies of our contact center operation before transitioning to the Operations Research team. In that role, you will lead the quantitative analysis and planning surrounding the workload and staffing needs within CRM business groups. You will direct resource planning meetings with senior leadership, develop the plans around growth initiatives, and lead projects around improving operational proficiency. Additionally, you'll be considered a subject matter expert, acting as a resource for lower level analysts.
Using your operations research background, you will have the ability to apply mathematical modeling expertise to the following: creating actionable analytics that informs and educates decision makers, create solutions that balance operational costs with desired business outcomes, and use quantitative methods to see new options.
Given the complexity inherent in forecasting and planning for a staff of over 6,000 Customer Service Representatives answering about 45 million calls and completing over 15 million work items per year, this position is an excellent opportunity to demonstrate pragmatic decision-making, creativity, and collaboration with groups throughout the Contact Centers.
/Sponsorship is not available for this position. //Progressive generally does not sponsor foreign national candidates for work authorization except for positions that in Progressive’s determination require highly specialized knowledge and for which candidate sponsorship is appropriate./
Must have qualifications
Bachelor's degree in Operations Research, Management Science, Statistics, Industrial Engineering, Computer Science or related analytical field of study
At least 5 years business experience with demonstrated business impact in Operations Research or related discipline through the application of optimization models.
Experience designing and implementing optimization models and leveraging such models to influence strategic and tactical business decision making.
What we look for
Strong quantitative skills to interpret data and the ability to analyze problems using various mathematical techniques
Moderate SAS and SQL programming skills
Intermediate computer skills, including Microsoft Word, PowerPoint (graphs, tables and information reports in slide format) and advanced skills in Excel (spreadsheet functionality, v-lookup, pivot tables, charts, graphing, macros, VBA, and solver)
Strong communication skills; verbal and written
Experience with Operations Research Techniques preferred
Masters or Ph.D. degree with an emphasis in Operations Research, Industrial Engineering, Mathematics, Statistics or related analytical area of study
2-5 years analytical experience in WFM
Proficient in software packages of Operations Research such as Gurobi, CPLEX, and Arena
Proven history of using advanced quantitative methods to solve problems and delivering actionable analytics
The ability to work in a collaborative environment within and across business areas by taking shared ownership of results
The ability to build consensus within and across business areas on resource planning recommendations
As one of the largest insurance companies in the nation, Progressive's data analysts and scientists have access to the most telematics data recorded. With freedom and encouragement to implement your own ideas, you’ll be solving big data problems that impact billions of dollars of business. You’ll also benefit from:
Annual gainshare bonus of up to 30% of your salary; Progressive rewards each of us with an annual bonus based on company performance
401k which includes dollar-for-dollar company match of up to 6%
Dedication to work/life balance which includes flexible work arrangements and tools to support your lifestyle
Dynamic company culture that encourages engagement, supports Employee Resource Groups, values diversity and embraces a relaxed atmosphere
Onsite gym and wellness programs with discounts & rewards
Healthcare onsite and standard benefits (medical, dental, vision)
Equal Opportunity Employer
Job: *Business Analysis
Title: Operations Research Analyst Senior
Location: Ohio-Mayfield Village
Requisition ID: 152280