Workforce Management Associate


Date: Oct 20, 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.



The WFM Associate performs day-to-day forecasting and scheduling activities necessary for a call center workforce optimization program, under the guidance of senior associate and team manager.  The responsibilities of workforce associate include monitoring and revising workforce/business forecasts and providing timely, accurate and actionable recommendation and analysis on a weekly basis for New York Life's Service Call Centers.   In addition, the WFM associate may also be responsible for providing daily, weekly, monthly and annual historical reports for management consumption, and assisting with data analysis tasks such as call optimization or capacity planning.  Central to the role is conducting meetings with Call Center managers on scheduling and staffing needs, and providing continuing education on call optimization.



  • Develop accurate short and long-term workload forecasts                                                                            
  • Participates in scheduling meetings with relevant departments
  • Provides ongoing education on WFM activities for Call Center supervisors
  • Assists with providing shift recommendations, staffing analysis and root cause analysis to Senior Managers
  • Provides daily, weekly, monthly and annual reports for Senior Management 
  • Develop recommendations on ways to improve results, based on data and facts


Desired Skills & Experience:  

  • Bachelor Degree Preferred; High school diploma, or GED from an accredited school required. 
  • 2+ years of related experience in Workforce Management and/or Capacity Planning
  • Experience creating capacity plans required
  • Expertise in Excel required  
  • Strong ability to communicate in written, oral and presentation formats 
  • Must have strong working knowledge of analytical concepts and demonstrated ability to leverage them for business decisions
  • Strong ability to work in 'white space' 
  • Scripting experience, knowledge of SQL and Access are a plus  



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: 84188



Nearest Major Market: Dallas
Nearest Secondary Market: Fort Worth

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