Workforce Management Scheduler


Posting Date: Nov 29, 2023

Location: Cleveland, OH, 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 is a remote position.  However, you must live within 50 miles of Dallas, TX, Cleveland, OH, or Tampa, FL.*


Position Overview

This position is responsible for managing the forecast for the intraday arrivals for volume, AHT and shrinkage on a weekly basis for assigned teams. Scheduling of all non-production activities in alignment with demand to ensure proper staffing levels are achieved to meet established service level goals.

Position Responsibilities

Key functional responsibility includes develop and maintain optimal schedules for the staff in order to ensure we meet our long-term (annual & monthly), short-term (weekly & daily) and intra-day service center goals and guidelines.   

  • Build, publish, and maintain optimal schedules with layered off phone activities like training, meetings etc.
  • Analyzes and develops weekly recommendations for scheduling and uses staffing requirements, call center and operations schedules to determine required staffing levels to ensure the organization's ability to meet operational commitments.
  • Maintain job profiles in Verint including team changes, terminations and new hires
  • Analyze and report on scheduling and staffing trends to provide overall coverage improvement recommendations to leadership.
  • Creates integrated database tracking tools for staffing shrinkage patterns (vacation, sick, training, etc.) to optimize staffing forecasts. 
  • Partner with Capacity team to facilitate shift and PTO bids as needed


Essential Functions

  • Proficient in various personal computer applications such as Microsoft Excel, Word, PowerPoint, Visio, etc.
  • Strong verbal and written skills to effectively, accurately and concisely convey thoughts and concepts and tailor information based on audience
  • Excellent interpersonal and relationship building skills within a diverse environment
  • Ability to proactively find and define problems, understand business impact, identify solutions and provide recommendations for corrective action
  • Ability to work collaboratively and independently, establish priorities and demonstrate good judgment
  • Ability to analyze and organize complex information, and be able to assimilate new information and ideas quickly
  • Ability to multi-task, meet multiple deadlines and handle pressure with tact and poise


Minimum Requirements

  • High school diploma or equivalent. Bachelor’s degree preferred.

  • 3+ years Workforce Management (WFM) experience using WFM software.

  • Verint WFM scheduling system experience preferred.

  • Experience with hands on forecasting. 

  • Attention to detail and accuracy.

  • Desire to participate in an active, fast-paced, hands-on work environment.

  • Must be able to multi-task and demonstrate strong organizational skills.

  • Excel experience with intermediate knowledge of formula definitions.


*This is a remote position.  However, you must live within 50 miles of Dallas, TX, Cleveland, OH, or Tampa, FL.*







Salary range: $47,500-$70,000 

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.


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


Job Requisition ID: 89469



Nearest Major Market: Cleveland

Job Segment: Call Center, HR, Manager, Scheduler, Database, Customer Service, Human Resources, Management, Technology