Workforce Planning Senior Associate

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 Workforce Planning Team within Service is responsible for forecasting and planning resource utilization across all time horizons across the organization. The WFM Senior Associate (forecaster) provides work volume forecasts and maintains capacity plans for Service department.  The responsibilities of workforce associate include developing, monitoring and revising workforce/business forecasts and maintaining capacity planning models for the teams we support.   In addition, the WFM associate is also responsible for providing daily, weekly, monthly and annual historical reports for management consumption, and providing long term analysis such as call optimization to senior call center managers.  Central to the role is conducting regular meetings with Call Center managers on scheduling and staffing needs, and providing containing education on call optimization.

Key Responsibilities:  

  • Develop accurate short- and long-term workload forecasts
  • Maintain and update capacity planning models
  • Leads capacity planning meetings with relevant departments
  • Provides ongoing education on WFM activities for Call Center supervisors
  • Provides shift recommendations, staffing analysis and root cause analysis to Senior Managers
  • Provides daily, weekly, monthly and annual reports for Senior Management consumption
  • Ensures WFM system is up to date and that scheduling is reviewed to maximize staffing levels at productive times
  • Develop recommendations on ways to improve results, based on data and facts;
  • Serve as a resource and contact point for issues regarding schedules 

Desired Skills & Experience:  

  • Bachelor Degree Required (Preferred disciplines Engineering, Mathematics, Statistics, or Business)  
  • 2+ years of related experience  
  • Must have strong working knowledge of analytical concepts and demonstrated ability to leverage them to inform business decisions
  • Experience creating capacity plans required
  • Expertise in Excel required  
  • Scripting experience, knowledge of SQL and Access are a plus  
  • Strong ability to communicate in written, oral and presentation formats 
  • Strong ability to work in 'white space' 
  • Some travel may be required (less than 10%)
  • Communicates equally effectively in business and technical terms  


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




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