Workforce Management Analyst

Salary: $66K - $83K Location Type: Remote Employment Type: Full-Time

Position Overview

Kin is revolutionizing the insurance industry by leveraging intelligent pricing, seamless bundling, and a customer-centric approach to make every interaction simple and friction-free. We aim to empower individuals to protect what matters most, starting with their homes and expanding to all they value, particularly in areas often overlooked by traditional insurers.

We are seeking a Workforce Management Analyst to join our Revenue Operations team. In this role, you will be instrumental in supporting our omnichannel contact center operations, ensuring efficient customer support, and assisting Workforce Management leadership with daily operations and strategic initiatives. You will serve as the primary point of contact for near-term WFM activities, providing scheduling, forecasting, and reporting support, while also contributing to Kin's broader strategic goals.

Responsibilities

• Create and maintain distributable reporting.
• Collaborate directly with Operations Leadership on near-term Workforce Management tasks.
• Perform ad-hoc data analysis at both large and granular scales.
• Assist Workforce Management leadership in supporting and planning for strategic projects.
• Provide data-driven insights to inform continuous improvement efforts.
• Administer the WFM Platform.

Requirements

• 4-7 years of Workforce Management experience in an omnichannel contact center environment.
• Expert proficiency with WFM and ACD tools (e.g., NICE, Genesys, Verint, Assembled, Aspect, Five9, Regal).
• Strong written and verbal communication skills.
• Advanced proficiency in Google/Office Suite.
• Analytical mindset with a knack for creative problem-solving.
• Excellent attention to detail and the ability to manage multiple pieces of information simultaneously.

Bonus Points

• Experience with evolving business processes and rapid change.
• Familiarity with BI tools such as Looker, Tableau, or PowerBI.
• Understanding of non-phone workflows and their impact on staffing.

Company Information

Kin has experienced significant growth, attracted marquee investors, and received numerous accolades, including:

• Built In Chicago's Best Places to Work, Midsize Companies (2021-2025).
• Forbes' America's Best Startup Employers (2021-2024, Ranked #37 in 2024).
• Inc. 5000 Fastest-Growing Private Companies.
• Forbes’ Fintech 50.

We believe our people are our greatest asset and are looking for forward-thinking individuals to join our mission.

Benefits

Kin offers a comprehensive benefits program designed to support you and your family, including:

• Medical, Dental, Vision, Life Insurance, and Disability Insurance options.
• Employee Assistance Program.
• Elective voluntary benefits (accident insurance, hospital indemnity, critical illness, legal assistance, pet insurance).
• Competitive salary and equity.
• 401K with a company match of up to 4%.
• Flexible PTO for exempt employees and 8 company-observed holidays.
• Paid parental leave program (100% salary continuation: up to 14 weeks for birthing parents, 8 weeks for non-birthing parents).
• Continuing education and professional development opportunities.

Application Instructions

Applications for this role will be accepted until August 25th, 2025.

Location Eligibility

• For Sales Agents and Customer Service Agents: These roles can be based in any of the following 30 states: AL, AZ, CO, FL, ID, IL, IN, KS, KY, MA, MD, ME, MI, MN, MO, MT, NC, NE, NM, NV, NY, OH, OK, PA, SC, TN, TX, UT, VT, VA, WA, and WI.
• For all other positions: These roles can be based in any of the following 40 states: AL, AR, CA (exempt only), CO, CT, FL, GA, ID, IL, IN, IA, KS, KY, MA, ME, MD, MI, MN, MO, MT, NE, NH, NJ, NM, NV, NY, NC, ND, OH, OK, OR, PA, RI, SC, TN, TX, UT, VT, VA, WA, WI, WV, WY.