Resource Optimization Manager


Posting Date: Dec 10, 2023

Location: Remote, any state, US

Company: New York Life Insurance Co

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.





This position is fully remote.



The Resource Optimization Manager will lead a team that is accountable for creating, modifying, and managing the strategic forecast, modeling, staffing strategies, and real time execution for all GBS back-office and phone businesses.  Candidate will have a solid understanding of resource planning, insurance industry, claim processing, back-office workflows/activities, and inbound workloads.   This critical role will partner closely with key business partners to gather key data, insights, business changes, assumptions, actuals, and more to load into model.  Modeling oversights include projecting accurate workload demand, back-office activities, staffing, requirements, produce trending, and taking lead on strategic direction and changes for each line of business served.  Candidate will produce insights and generate output to be used for decision making, hiring plans, workload simulations, staff trending, and future forecasting (internal initiatives and external influences to workloads).  The candidate will be responsible for managing WFO subfunctions of core lines of businesses. The individual will collaborate closely with the Workforce Optimization Team, Finance, HR/Talent Acquisition, Vendors, Operations, and others to increase forecast accuracy, identify key drivers, implement successful, initiative-taking staffing strategies, and produce and align workforce optimization simulations in WFM system.



  • Manages and develops Workforce Optimization & Planning Analysts to accurately prepare forecasts and budgets for inbound and back-office workloads and resource, monitoring drivers against business change and developing models to improve accuracy.
  • Develops and manages forecasting and statistical analysis to core businesses, incorporating modern methodologies (i.e., machine learning, driver-based, automation) and conducting simulations regularly.
  • Interprets data and staffing optimization strategies into easy-to-follow storylines, regularly communicating opportunities for improvements and business performance awareness to all levels of the organization.
  • Builds analysis and insights obtained from model updates/scenario runs to achieve business partner goals via results, modifications to plans, and next steps to remedy opportunities or adjust to new goals.
  • Creates and strengthens relationships with key business partners to coordinate staffing strategies by line of business with intentions on developing/adjusting short and long-term insights & workload/staffing requirements.
  • Meets frequently and facilitates planning with partners including and not limited to Operations, IT, Telephony, WFO, HR, Talent Acquisition, Communications, Marketing, CX/Projects, Vendors, peer groups, and others.
  • Gathers, creates, and communicates data and insights via reports, queries, applications (Tableau, Excel), etc. within NYL/GBS and sources to obtain interval, daily, weekly, monthly, quarterly, and annual levels of reporting.
  • Communicates frequently to core business partners insights, updates, issues, resolutions, and more to proactively address solutions/strategies to reduce staffing shortages and surplus.
  • Manages forecasting function configuration and maintenance within Verint and other core reporting and WFO tools, participating with industry and internal experts to identify and implement business rules and best practices for GBS inclusive of the creation/execution of test plans and scripts for upgrades, WFO systems, SOPs, and more.
  • Continuously learns current and new systems, applications, methods, businesses, and more associated to gaining and creating a competitive advantage for the NYL WFM Optimization department and businesses they support.
  • Designs automated solutions for low-cost solutions, building, evaluating, or monitoring where applicable.
  • Other related ad hoc WFO optimization and project duties as required.


  • 5+ years of recent forecasting and resource modeling back office and contact center experiences necessary.
  • 5+ years in contact center Workforce Optimization, WFM, and/or Finance department.
  • Intermediate or better knowledge of insurance industry, back-office workflow tools, and claims activities a plus.
  • 3+ years of managing people, preferably in WFM or support position, operations experience a plus.
  • Bachelor’s degree in business, mathematics, or statistics preferred, MBA a plus.
  • High proficiency in using advanced Excel functions used to develop models and insights, SQL a plus.
  • Knowledge of ACD telephony, back-office workflows (Salesforce Workbench), and routing.
  • Technical abilities with working knowledge of Verint, Cisco, Tableau, Aceyus, and other tools a plus.
  • Excellent communication, presentation, and people skills.
  • Strategic and creative mindset.

This position is fully remote.





Salary range: $72,500-$107,500 

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

Job Requisition ID: 89591






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