Workforce Planning Director

Date: Jun 27, 2019

Location: Dallas, TX, US

Company: New York Life Insurance Co


A career at New York Life offers many opportunities. To be part of a growing and successful business. To reach your full potential, whatever your specialty. Above all, to make a difference in the world by helping people achieve financial security. It’s a career journey you can be proud of, and you’ll find plenty of support along the way. Our development programs range from skill-building to management training, and we value our diverse and inclusive workplace where all voices can be heard. 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 service, supported by our Foundation. It all adds up to a rewarding career at a company where doing right by our customers is part of who we are, as a mutual company without outside shareholders. 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


The New York Life Service team consists of 2,000+ Service professionals that support over 12,000 career agents and more than 4 million clients from the point of applying for a New York Life policy or product through claims processing.  The Service team provides support across the customer engagement life cycle for a variety of products including life insurance, annuities, and NYLIFE Securities sold through our agent distribution channel.  The Service organization is responsible for processing nearly 400,000 applications a year and supports over 30 million customer touch points annually across various service channels.


The Service team is seeking a Workforce Planning Director to lead the Workforce Planning team that will optimize the resource allocation of ~1,800 non-exempt employees in ~170 locations across the U.S.  The Workforce Planning leader will be responsible for forecasting and planning resource utilization across all time horizons – from annual to hourly.  The candidate will lead efforts to match the supply of resources with customer demand in a dynamic environment with changing customer engagement behaviors.


The Workforce Planning leader will be instrumental to the success of the Service organization as we look to realize our 2020 vision.  The candidate will coordinate with senior leaders across Service to ensure alignment with broader business objectives, including a desire to expand our hours of operation to better meet the needs of our customer base and new customer expectations that are informed by experiences beyond the Life & Annuity insurance business.  The Workforce Planning leader will lead the strategic thinking around how the Service organization most efficiently and effectively staffs to support newly created customer engagement channels (e.g. chat).  Relatedly, the candidate will guide the organization through the deployment of new CRM and customer web portal platforms – proactively planning the staffing strategy and informing the sequence and prioritization of new technology capabilities to minimize the impact to our workforce.  In addition, he/she will be accountable for identifying high-leverage opportunities to share work across Service teams and cross-train resources to better match resource supply with customer demand.




  • Lead workforce planning of 1,800 employees in 170+ locations: ensure highly accurate demand forecasts, define staffing schedules based on capacity plans, and actively distribute/redistribute resources to match demand in real-time
  • Manage a team of ~10 workforce planning professionals; recruit, coach, and develop talent; define performance standards and set direction for the team
  • Define hours of operation for each channel and location based on customer needs; as appropriate, develop business case for expansion of Service hours of operation
  • Partner with data, reporting, and analytics team to develop and distribute targeted workforce planning performance reports to all levels of management
  • Incorporate new channels including face-to-face, chat, and self-service telephone into forecasting models, capacity plans, and real-time management processes and protocols
  • Ensure highly accurate demand forecasts for all demand channels
    • Develop robust models to estimate demand across all lines of Business, engagement channels, and locations
    • Document and manage assumptions associated with each forecast scenario
    • Continuously refine models based on insights garnered from actual demand 
  • Define staffing schedules based on capacity plans
    • Partner with customer-facing teams to develop staffing plans and optimize resource allocation based on forecasts
    • Identify opportunities to flex resources to support higher demand functions
    • Develop staffing models for more than 150 General Office locations across the U.S.
  • Actively distribute/redistribute resources to match demand in real-time
    • Actively manage inbound and outbound demand flows, balancing over and under-capacity conditions across the Service organization
    • Flex resources to accommodate demand and changes to schedule and demand and capacity
  • Stand-up capability to actively allocate demand to teams – manage workflow across Service teams, as well as internal and external partners
  • Identify high-leverage opportunities to share workload across Service, highlighting opportunities for Service to achieve financial commitments through re-allocation of resources across the Service landscape
  • Identify need for investment in new technologies, build the business case for investment, and lead implementation efforts
  • Drive continuous improvement to workforce planning discipline and worforce engagement: develop and deploy on-demand mechanisms to automate and empower self-service management of schedule modifications by Service professionals; enable content “push” to Service professionals to optimize delivery of trainings and communications during periods of low demand
  • Serve as a strategic thought partner for the Service Senior Leadership Team for all matters related to staffing optimization
  • Employ leading edge workforce planning practices; engage in industry forums and panels to stay current with the state of the art; understand and stay ahead of technology changes



  • Bachelor’s degree in analytical discipline (Mathematics, Engineering, Economics) required
  • Master’s degree preferred
  • Extensive experience leading workforce management in a call center and processing environment
  • Expertise with Verint Workforce Management software
  • Demonstrated problem solving skills
  • Must have strong leadership, written and oral communication skills
  • Customer-centric orientation to delivery
  • Lean / Six Sigma certification preferred







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




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