Independence Pet Group

Business Analyst

• Produces accurate forecasts of expected workload for a multi skilled contact center
• Ensures staffing and resources are appropriately distributed to meet contractual service level requirements
• Coordinates with Contact Center leadership and other stakeholders to tackle forecasted and emerging challenges to service level target
• Reviews and evaluates PTO requests to ensure effective distribution of shrinkage
• Provides real-time analysis of data and reports on emerging trends and anomalies to leadership.
• Analyzes headcounts for staffing shift bids, scheduling, and budget forecasting.
• Administrates internal WFM and telephony systems
• Conducts Real-time adherence for contact center scheduling.
• Involved in special projects, as needed.
• Performs other duties and responsibilities as assigned.

Workforce Management Analyst

Product Manager

• Own the roadmap, backlog, and lifecycle of key data products that enable analytics, reporting, and AI across the business.
• Balance business priorities with technical feasibility, ensuring each data product delivers measurable value.
• Collaborate with Head of Data Strategy, Data Architects, data engineers, analysts, and business stakeholders.
• Define the strategy, ownership, and lifecycle management for assigned data products.
• Align product development with business demand and the enterprise analytics roadmap.
• Write clear requirements, user stories, and acceptance criteria for delivery teams.
• Measure adoption, usage, and value delivered back to the business.
• Track KPIs for data quality, timeliness, and product utilization.
• Evaluate usage and performance of data products to identify enhancement opportunities.
• Partner with engineering, analytics, and business teams to ensure shared understanding of priorities.
• Work closely with the Enterprise Data Architect to maintain data consistency, governance, and compliance.

Data Product Manager

Administration

• Enters or imports documents and policy information into the policy management system for processing
• Enters/imports and analyzes pet medical record information
• Handles and routes claims according to the situation using the policy management system for processing
• Input claim line items accurately and efficiently
• Daily contact with all internal departments
• Attends and participates in team meetings as needed
• Provides other administrative support as needed
• Performs other duties as assigned

Workforce Management Analyst

Data Product Manager

Medical Records Administrator