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Plymouth Rock Assurance Customer Solutions Business Analyst in Boston, Massachusetts

Customer Solutions Business Analyst

Develop, support and implement strategies that improve the effectiveness of the Customer Solution organization. This would include maximizing effectiveness of technology and manpower through direct involvement in forecasting, scheduling and staffing (call volume, emails, text, AHT, Adherence, Shrinkage, etc.). In addition, the analyst would conduct independent quality assurance across the organization and provide analysis, recommendations, and mentor support to improve outcomes. Will support implementation of process improvement strategies.

Responsibilities Include:

  • Support and execute multi-site operational center tactical schedules and forecasts.

  • Interact daily with the operational leadership’s team through forecasting, scheduling, analysis, project work, quality assurance, mentoring and problem solving strategies.

  • Analyze, report, and effect change on real-time metrics of interaction handling, adherence and other KPI’s to determine risks to service level targets and address and escalate issues accordingly.

  • Manage Call queues using the CMS on a real-time basis.

  • Continually obtains input and feedback on service expectations to improve agent and policyholder service experience.

  • Develop, implement and execute quality assurance programs and procedures to ensure service standards are being exceeded.

  • Create pre-defined reports & ad-hoc reports as needed.

  • Participate and perform calibration sessions with call center management staff to review scoring techniques and monitoring form relevance.

  • Track and review scores with team and identify potential problems and communicate to management in a timely manner.

  • Monitored all channels (email, chat and text) to ensure response time, aging and support the needs of our internal associates and customers.

  • Support Supervisors and Team Leads in following-up with customer complaints.

  • On an as needed basis support User Acceptance Testing.

  • Assists team with questions regarding policies, procedures, or escalated situations.

  • Maintains an in-depth knowledge of appropriate technologies.

  • As required support operational success by taking calls and/or executing underwriting activities.

Knowledge, Skills, and Abilities Required:

  • Two or more years of Service and/or Work Force Management experience.

  • Must have the ability to develop and maintain effective working relationships with people of all levels throughout the organization.

  • Preferred experience with contact center systems including Avaya CMS, Avaya WFM/Recording.

  • Excellent written and verbal communication skills.

  • Experience excelling with multitasking.

  • Excellent MS Office Skills (Excel, Word, Teams and Outlook).

  • Demonstrated ability to generate, interpret and analyze reports.

  • Project management skills (planning, follow-up, execution, and project control skills).


  • Bachelor’s degree is required.

About the Company

The Plymouth Rock Company and its affiliated group of companies write and manage over $1.7 billion in personal and commercial auto and homeowner’s insurance throughout the Northeast and mid-Atlantic, where we have built an unparalleled reputation for service. We continuously invest in technology, our employees thrive in our empowering environment, and our customers are among the most loyal in the industry. The Plymouth Rock group of companies employs more than 2,000 people and is headquartered in Boston, Massachusetts. Plymouth Rock Assurance Corporation holds an A.M. Best rating of “A-/Excellent”.

We believe that every person is entitled to equal employment opportunities. We do not discriminate against any employee or qualified applicant for employment on the basis of age, race, color, religion, national origin, ancestry, disability, gender, sexual orientation, gender identity or expression or genetic information. In addition, the state in which you work may protect certain other characteristics. We are committed to treating employees fairly and with dignity and respect, and we unconditionally prohibit discrimination in hiring, terminating, promoting, or compensating any employee on the basis of a qualified individual’s membership in any of these protected classes

Job ID: 2022-3536

External Company URL:

Street: 695 Atlantic Ave