Real Time Manager


Date: Jun 7, 2021

Location: Cleveland, OH, US

Company: New York Life Insurance Co


When you join New York Life, you’re joining a company that values development, career growth, collaboration, innovation, and diversity & inclusion. We want employees to feel proud about being part of a company that is committed to doing the right thing. Through various resources and programs, you can grow your career while developing personally and professionally.



As a member of the Workforce Management Team, the Real Time Manager helps IS&O call centers meet their SLA goals through proactive, real time monitoring and management of queues and call center resources.  In concert with call center managers, he or she is responsible for managing the "out of adherence" activities of Call Center Associates.  Real Time Manager also coordinate back up help from other areas of the Service enterprise, take actions to improve service levels lased on predefined thresholds, and provide telephony routing necessary to maintain Service Levels within a call center. Finally, Real Time Managers complete intraday & other reports.


Primary Responsibilities:

  • Track, monitor and analyze employee adherence to assigned schedule
  • Generate daily, weekly, and monthly reports on attendance and ACD information for management
  • Monitor and track intraday call volumes, service level, and other key call center metrics and take appropriate action as required
  • Monitor’s attendance line and track and update absenteeism in the attendance tracker
  • Escalate service level and occupancy misses to midlevel and senior leadership
  • Track and update approved daily schedule exceptions in Workforce Management System
  • Lead timely execution of internal escalation plan when caller wait times exceed defined thresholds
  • Track and escalate system related issues that impact call center performance
  • Responsible for maximizing efficiency and occupancy while meeting service level objectives
  • Managing phone staff wrap up, auxiliary time, approved time off and escalating as appropriate.
  • Solicit and schedule extra hours as needed
  • Solicit additional approved time off as needed
  • Manage user access in the WFM system and ACD
  • Assist in processing schedule trades, corrections, changes, overtime, vacation and voluntary time off requests
  • Team up with Capacity Planning and Scheduling to create the annual vacation bid, schedule bid and holiday bid
  • Lead the daily level review capacity calls
  • Finalize all communicated planned and unplanned activities by call of business each day
  • Work with Management to develop skills and identify additional opportunities and improvements.
  • Collaborate and communicate with team members and management to create a proactive partnership to ensure consistency across the organization
  • Work with management to create and implement departmental policies and procedures
  • Document and train others on workforce management systems and processes


  • High School Diploma required
  • 1 – 2  years Customer Service experience highly preferred.
  • Excellent communication and interpersonal skills
  • Strong skills in multi-tasking
  • Good understanding of math and analytical concepts.


Training & Development:

Workforce Associate will undergo a comprehensive paid on-site training program to learn about the insurance industry, product and policy provisions and transaction processing. Coaching and feedback is provided to help you gain the necessary skills to be successful.


Shift Information:

This is a full-time position Monday through Friday.


Competitive full-time base salary, overtime eligibility plus target bonus


Paid Vacation, Health Care, 401K match, Pension Plan, Tuition Assistance, Flexible Spending Accounts

Career Opportunities:

New York Life offers a variety of corporate opportunities within the Service Organization, including management, quality control, training, underwriting and claims.


Please note: This role requires FINRA licensed and/or FINRA Associated Person pre-hire fingerprinting.


Recognized as one of Fortune’s World’s Most Admired Companies, New York Life is committed to improving local communities through a culture of employee giving and volunteerism, supported by our Foundation. We invite you to bring your talents to New York Life, so we can continue to help families and businesses “Be Good At Life.” To learn more, please visit LinkedIn, our Newsroom and the Careers page of

Job Requisition ID: 83636



Nearest Major Market: Cleveland

Job Segment: Underwriter, Social Media, Claims, Manager, Call Center Supervisor, Insurance, Marketing, Management, Customer Service