Workforce - Lead Real Time Manager


Date: Jul 29, 2022

Location: Dallas, any state, US

Company: New York Life Insurance Co



When you join New York Life, you’re joining a company that values career development, collaboration, innovation, and inclusiveness. We want employees to feel proud about being part of a company that is committed to doing the right thing. You’ll have the opportunity to grow your career while developing personally and professionally through various resources and programs. New York Life is a relationship-based company and appreciates how both virtual and in-person interactions support our culture.


The Lead Real Time Manager monitors, reports and analyzes call patterns, intraday activity and adjust as needed in real time to ensure optimal productivity and efficiency using real time adherence software and ACD real- time displays. Also responsible for coaching and development of other Real Time Manager's in Service. This position reports to the Manager, Scheduling and Real Time.



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




1. Requires at least 2 years of Workforce Management Call Center experience

2. Ability to work well with others

3. Strong organizational, written and verbal communication skills

4. Willingness to work additional hours when required

5. Ability to work well under pressure

6. Proficient with Microsoft Office applications including Microsoft Word, Excel and Outlook

7. Verint WFM experience preferred. 

8. Previous management experience preferred.


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 the Foundation. We're proud that due to our mutuality, we operate in the best interests of our policy owners. 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: 87224



Job Segment: Call Center Manager, Call Center Supervisor, Call Center, Social Media, HR, Customer Service, Marketing, Human Resources