Kin Insurance
We’re innovating in an industry largely untouched by tech, so we are always thinking big.
Chicago, IL
Remote

Workforce Management Manager at Kin Insurance

| Chicago | Remote
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The world has changed. Why hasn’t insurance?

Kin’s mission is to reimagine home insurance For Every New Normal. While other insurers struggle to handle a fast-changing world, Kin is built for the future and is prepared to meet its challenges head on while helping our customers do the same.

Kin is proud to be one of BuiltIn Chicago’s 2021 and 2022 Best Mid Sized Companies to work for, and Forbes 2021 Best Startup Employers in North America. Simply put, our people are what make us great, and we need forward-thinking, inspired game-changers like you to join us in our mission.

So, what’s the role?

With Kin’s rapid growth, we are looking for a Workforce Management Manager to ensure we are maintaining an accurately staffed and productive workforce. You will be our internal expert on all things workforce management and work cross-functionally with our Sales, Customer Service, and Finance teams to plan for future staffing requirements, implement optimal schedules, and ensure agents are maximizing productivity.

The ideal candidate has a strong background in supporting contact centers and is not afraid of building a workforce management function from the ground up - including implementing Kin’s first workforce management tool and building out a team of Real Time Analysts.

A day in the life could include: 

  • Forecasting contact volumes and headcount on a weekly and monthly basis
  • Build optimal schedules to support SLAs, especially with respect to coverage across all license requirements, and assign to agents
  • Monitor adherence to schedule and attendance, and report to Sales and CS leadership
  • Own the workforce management tool, including working with the WFM tool vendor on enhancements, and approving shift bids and schedule swaps for agents
  • Report to leadership on key productivity and headcount metrics

I’ve got the skills… but do I have the necessary ones?

  • 4+ years of workforce management experience in a contact center
  • Working experience administering a major workforce management tool
  • Proven ability to work cross functionally and balance the needs of many stakeholders
  • Detail oriented, very organized and highly motivated to improve processes that will lead to increased efficiency
  • Data-obsessed mentality, including the ability to digest and analyze various types of data
  • Proficient in Google suite and data analytics tools such as Looker

Bonus Points:

  • Experience with Workforce optimization in a Sales heavy environment  
  • Experience forecasting and scheduling for outbound calls 
  • Implementation of a Workforce Management tool experience 

Oh, and don’t worry, we’ve got you covered! 

  • Medical, Dental and Vision Insurance (including 100% employer-paid plans)
  • Flexible PTO policy 
  • Very generous equity options and 401K
  • Parental Leave
  • Continuing education and professional development 
  • Disability and Life Insurance 
  • The excitement of joining a high-growth Insurtech company and seeing your work make an impact
About Kin

In an industry that hasn't budged in more than 100 years, our technology transforms the user experience, cuts inefficiencies that waste billions of consumer dollars, and customizes coverage homeowners want. We believe insurance was always meant to be a digital product – we’re making that a reality. 

Our approach to the industry makes us unique, and the people at Kin help us excel. We’re a team of problem solvers, collaborators, builders, and dreamers who are passionate about creating positive change in the lives of our customers and in our industry. Kin is more than just our name – it’s how we treat each other. That’s one of the many reasons we’ve been recognized as a great place to work by Built In, Forbes, and Fast Company.


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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Where we are

Directly off of the Brown and Purple Line stop, our office sits in the Chicago loop at the historic Merchandise Mart

Technology we use

  • Engineering
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • RubyLanguages
    • SqlLanguages
    • TypescriptLanguages
    • jQueryLibraries
    • Ruby on RailsFrameworks
    • PostgreSQLDatabases
    • RedisDatabases
    • Red ShiftDatabases
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What are Kin Insurance Perks + Benefits

Kin Insurance Benefits Overview

Being in the insurance industry, we recognize the importance of comprehensive benefits for you and your family. That is why we provide a variety of options and coverage levels that alloy you to customize a plan that is right for you!

Culture
Friends outside of work
Eat lunch together
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Onsite Gym
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Snacks!
Some Meals Provided
Happy Hours
Parking
Recreational Clubs
Fitness Subsidies
For our Chicago employees, we have an onsite gym
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
Time allotted for learning
Customized development tracks
Paid industry certifications

An Insider's view of Kin Insurance

What's something quirky about your company?

Everything has been unique about my time at kin. My role has changed and grown in many ways. With start ups, things are constantly changing and you have to adjust to those changes with a positive attitude, which I think my team does very well! Working at kin has been quite the adventure.

Isabel Peralta

Customer Service Supervisor

What does your typical day look like?

I start my day with a mandatory fresh pot of coffee because Richard runs on Dunkin. After clocking in for showtime, I check in with my team for some positive energy and goal setting for the day. I reach out to my clients, find the best solutions, problem solve with my team, and wrap up my day, ready to do it again tomorrow.

Richard Smith

Sales Consultant

How does the company support your career growth?

Kin takes pride in its employees and provides opportunities for them to grow their skill set. At a fast-paced start-up, there are limitless opportunities to grab ahold of. If something interests you, you can dig in and run with it. I started my career at Kin in sales and jumped at a new opportunity to work on compliance-related projects.

Holly Rousseau

Product Manager

How do you make yourself accessible to the rest of the team?

I think what I like most about working here is the sense of trust - both up and down. I can trust (and hold accountable) the people I’m asking to help me get things done, and I am also trusted (and held accountable) by the people asking me to help them. That feels good, but it also feels right. Freedom is key to real creative problem solving.

Kael Shipman

Engineering Manager

What makes someone successful on your team?

Ultimately, to be successful on a team you first need to know how to be a good team player. It is my belief that good team players are full of positive energy and enthusiasm, regardless of the situation. I’m an optimistic individual who is always thinking about the best possible outcome of every interaction. That really encompasses the Kin culture.

Jorge Ortiz

Sales Consultant

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