Senior Associate - Workforce Forecasting & Capacity Planner

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Date: Nov 18, 2022

Location: Remote, NY, 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.

 

 

 

Position Summary

This position is responsible for developing long-term, short-term and intra-day contact volume, productivity, and capacity forecasts; for partnering with department leadership to develop staffing & hiring plans; and for assessing risks to service level while providing senior leadership with risk mitigation plans. Support business decisions through the preparation of timely and accurate variable forecasts in a high-volume contact center and back-office teams, with specific focus on improving the customer experience and maximizing operational efficiencies. Aggregate forecast information into a comprehensive document to be published with senior leadership for headcount, budget, and capacity planning purposes; Provide analysis and recommendations to improve staffing levels and efficiencies.

 

Primary Responsibilities

Key functional responsibility includes the ability to ensure strategic goals are met through forecast modeling, capacity planning, collaboration and effective communication
Develop long-term, short-term and intra-day contact volume, productivity, and capacity forecasts; maintain and analyze records of actual volumes compared to forecast 
Maintain staffing and headcount records and partner with department leadership to develop staffing & hiring plans, and annual budget plans
Assess risks to service level and ensure department leadership is aware of these risks; develop risk mitigation plans in partnership with senior leadership
Develop and maintain comprehensive staffing models for call centers and back-office teams
Create long-term, short-term, and intra-day forecasts derived from understood business drivers
Support business decisions through the preparation of timely and accurate variable forecasts in a high-volume contact center, with specific focus on improving the customer experience and maximizing operational efficiencies

 

Education & Work Qualifications

Bachelor's degree required, Master's degree preferred, or combined experience & education.

Areas of study include mathematics, statistics, quantitative & qualitative methods, or business management.

3+ years WFM experience with advanced knowledge of scheduling and both short and long term forecasting required.
Expert level proficiency/understanding of WFM software (Aspect, Nice, Verint preferred)
Advanced knowledge of Microsoft Excel and Regression/Correlation analysis required.
Advanced understanding of contact center metrics and strategies to meet service goals
Proven time management skills with the ability to manage competing priorities
Ability to work independently with little supervision
Ability to analyze situations in which root causes are unknown or ambiguous

 

 

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.

 

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 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: 88192

 

 


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