CVP, Workforce Management and Resource Planning

Location Designation: Remote 

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.

GBS

The CVP role leads New York Life’s Group Benefit Solutions Workforce Management (WFM) organization. The organization is responsible for forecasting, capacity planning, scheduling, real time management, and reporting and analytics for contact center and operations groups of over 1,000 employees. A key focus area for the team is improved forecasting and capacity planning and the identification of opportunities for process improvements that drive service improvements.

General Duties & Responsibilities:

• Lead staff for department level WFM and data analytics supporting all contact centers across a multi-site and multi-channel environment.
• Achieve service level goals through high quality forecasting, scheduling, and real time management.
• Perform analysis of contact center data to provide insight into reasons for calls, employee performance, forecast variances, KPI variances, cost per call and other data relative to contact center performance.
• Develop high quality detailed staffing models and forecasts for contact center and operation (back office) functions. Communicate and coordinate with contact center leadership to achieve appropriate staffing levels.
• Manage and optimize call center staff schedules. Schedules include off phone work to support back-office processes.
• Develop and maintain high quality daily, weekly, monthly reports across the contact center.
• Proactively work with various departments to recommend efficiencies and affect change.
• Produce ad hoc reports and analysis as required to support business needs.
• Oversee intraday management of scheduling, adherence, and call routing to optimize service level performance and resource utilization.
• Oversee analysis and reporting of employee performance data.
• Standardize on-going reports and generate ad hoc reports.
• Participate in and oversee WFM technology selection and implementation.
• Performs additional related duties as assigned.

Requirements:

• BA degree or equivalent work experience and at least 5 years of advanced data analysis with experience developing analytics and data models
• 5+ years demonstrated leadership experience
• Advanced proficiency in MS Excel
• Experience with data management
• Experience with financial analytics
• Exceptional verbal and written communication skills with demonstrated ability to research, problem solve, trouble shoot, lead, influence and partner across a matrixed organization
• Advanced knowledge of PBX and IVR routing
• Deep experience with Workforce Management tools such as Verint, Nice IEX etc.
• Strong relationship building and leadership skills to collaborate with multiple matrix partners to help the organization understand forecasted and actual work volumes, productivity rates and staffing levels
• Demonstrates advanced presentation skills to prepare, deliver, and ensure understanding of information and processes across service operation audiences
• Demonstrated ability to independently lead a multi-functional planning team, supporting complex initiatives and to drive outcomes
• Experience in creating strategic and detailed operations plans, advanced data management skills and/or project management required
• Demonstrated innovative mindset

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#LI-REMOTE

Salary range: $95,000-$145,000 

Overtime eligible: Exempt 

Discretionary bonus eligible: Yes 

Sales bonus eligible: No 

Click here to learn more about our benefits. Starting salary is dependent upon several factors including previous work experience, specific industry experience, and/or skills required.

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 www.NewYorkLife.com.

Job Requisition ID: 89012