Workforce Management Analyst


Date: Aug 21, 2021

Location: Dallas, TX, 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.



Alternate locations: Cleveland, OH (Ohio)


The Scheduling Analyst is responsible for creating call volume forecasts, calculating staffing requirements, and organizing schedules for contact center operations. The Scheduling Analyst works directly with the operations and management team to ensure that staffing levels are consistent on a real time basis and meet the business needs.


Major Responsibilities:

  • Manage and forecast the intraday arrivals for volume, AHT and shrinkage on a weekly basis for assigned teams.
  • Create and maintain the intraday plan on a rolling 2 weeks basis for assigned teams.
  • Analyze call center volume, productivity and patterns to optimize staffing levels.
  • Review all permanent schedule change request’s and communicate approvals as appropriate and update in Verint.
  • Research and recommend performance and efficiency improvement processes and changes.
  • Run “what-if” scenarios as requested by management to ensure proper staffing short term and long term
  • Ensure schedules are published in a timely manner
  • Enter permanent schedule exceptions in to WFM (reoccurring meetings, HR approved break exceptions, etc.)
  • Participate / provide input into the budget planning process
  • Coordinate with departmental leadership team all scheduling activities such as vacations, schedule changes, new hire schedules, meetings, training, HR meetings, etc.
  • Team up with Capacity Planning and Intraday to create the annual vacation bid, mini bid, schedule bid, and holiday bid as approved by leadership
  • Lead the weekly short-term capacity calls for assigned queues.
  • Maintain job profiles in Verint including team changes, terminations and new hires.
  • Maintain Scheduling Inbox with a response time of 24 business hours
  • Partner with other internal teams (marketing, finance, business leadership) to understand the key drivers of call volume and incorporate into scheduling
  • 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
  • Back up escalations with data and facts



  • High school diploma, or GED from an accreddited institution
  • Requires at least 1+  year of relevant experience with Workforce Management methodologies - advanced level  call center experience with call center operations, processes and procedures, including an understanding of service objectives and contact center analytics
  • 3+ years advanced proficiency in Microsoft MS Office Suite (e.g. Excel, Word, and PowerPoint)
  • Strong ability to identify emerging trends and measure impact to the business


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: 84051



Nearest Major Market: Dallas
Nearest Secondary Market: Fort Worth

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