Real Time Analyst
Kin is on a mission to change home insurance from what it is to what it should be. Whether we’re leveraging data to create customizable coverage or providing claims service that goes above and beyond expectations, our members are at the heart of everything we do. In the face of ever-growing climate risk, they deserve an insurance company that cares about them. We aim to stick with our members through thick and thin.
Use efficient technology that lets homeowners buy directly from us to keep costs down: This is the essence of Kin. Our approach has fostered amazing growth, attracted marquee investors, and earned us accolades, including being named to:
- Built In Chicago's Best Places to Work, Midsize Companies (2021-2024).
- Forbes' America's Best Startup Employers (2021- 2023).
- Inc. 5000 Fastest-Growing Private Companies.
- Forbes’ Fintech 50.
Simply put, our people are what make us great – we need forward-thinking, inspired game-changers like you to join us in our mission.
So, what’s the role?
As a Real Time Analyst with Kin, you will drive omnichannel operations by monitoring, tracking, and communicating intraday performance for inbound and outbound phones, chat, email, and other channels. You will be responsible for ensuring that our customers are being helped in as timely and efficient a manner as possible and helping to execute the plans to make that happen.
A day in the life could include:
- Monitoring inbound, outbound, and online queues
- Coordinating tactical solutions to maintain SLAs
- Adjusting schedules for intraday activities
- Updating schedules for attendance
- Communicating adherence gaps to leadership
- Providing input for continuous improvement
I’ve got the skills… but do I have the necessary ones?
- 3 to 5 years of Real Time Management/Workforce Management experience in an omnichannel contact center environment
- Experience with WFM and ACD tools (NICE, Genesys, Verint, Assembled, Aspect, Five9, Regal, etcetera)
- Strong written and verbal communication skills
- Proficient in Google/Office Suite
- Analytical mindset prone to creative solutions
Bonus Points:
- Exposure to Outbound Sales and Dialers
- Experience working with BI tools (Looker, Tableau, PowerBI, etcetera)
- Understanding of non-phone workflows and impacts on staffing
Oh, and don’t worry, we’ve got you covered!
- Medical, Dental, Vision, Disability and Life Insurance
- Flexible PTO policy
- Remote work
- Generous equity package
- 401K with company match
- Parental leave
- Continuing education and professional development
- The excitement of joining a high-growth Insurtech company and seeing your work make an impact
Kin is the only pure-play, direct-to-consumer digital insurer focused on the growing home insurance market. We make policies convenient and affordable through a technology platform that delivers a seamless user experience, customized options for coverage, and fast, high-quality claims service. Kin is a fully licensed carrier that offers coverage through its reciprocal exchanges which are owned by its policyholders. To learn more, visit www.kin.com.
EEOC Statement
Kin is proud to be an Equal Employment Opportunity and Affirmative Action Employer. We don't just accept difference – we honor it, nurture it, and celebrate it. We don’t discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
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