Senior WFM Intraday Analyst

Location Designation: Hybrid - 3 days per week 

This position primarily involves a hybrid work schedule - working remotely: Monday & Friday / on site: Tuesday, Wednesday and Thursday. 

What You’ll Do:

•    Responsible for the real-time workforce management in the contact center.  

•    Ensure effective scheduling for all Workforce Management  involved areas within Insurance Operations.

•    Implement and optimize the usage of Workforce Management tools within a Contact/Customer Service Center environment.

•    Real time monitoring of daily interval plan vs actual and make necessary adjustments to make goals.                                                                                                                                             

•    Supports Senior Payroll Associate and Workforce Management Forecaster as needed.

•    Provide in-depth analysis of call center operations, planning and scheduling, identifying changes necessary to improve the level of quality and efficiency as measured by key business indicators (service level, occupancy, etc).
•    Compile reasons for missing standards and communicate to Contact Center Leaders.
•    Plan overtime and time off as business conditions dictate; communicate overtime.                                                                                                                                                                             

•    Work with the leadership team to provide analytical support and recommendations for staffing resources to meet business objectives.
•    Build and maintain relationships with various levels of individuals across the organization. 
•    Identifying and partnering with the customer service management staff to implement innovative labor management practices.
•    Work with business to accurately forecast call volumes, analyze historical call volume; project budgetary expenses, determine future costing and assist with training and new hire.
•    Work with Scheduling/forecaster to produce, maintain, and bid out schedules for multiple departments to provide consistent achievement of intraday service standards.
•    Coach and train processes and procedures to customers and other WFM Team members associated with real time adherence management, interval monitoring, standards reporting and dialer campaigns.
•    Detailed knowledge of specialized software tools to manage and forecast staffing levels for call center.
•    Analyze call center performance history to determine optimum off production activities Build a proactive and continues improving environment, always look for more effective processes and procedures.
•    Act as Workforce Management SME for all departments to triage end user problems, coordinate development requests, report requests, fixes, etc.
•    Develop in-depth knowledge of the outbound campaign process of the Aqueon outbound dialer.              
•    Manage and administer Intraday process using Cisco, Aqueon outbound dialer and Verint WFM tool.
•    Analyze, Examine and Recommend processes for improvment and increased efficiency.

What You’ll Bring:

•    3+ years' Workforce Management Applications experience (i.e.: Verint, Aspect, NICE, etc.)

•    3+ years' prior experience in a Contact Center or Operations environment.
•    BA/BS degree or equivalent experience required        
•    Knowledge of Call Center management best practices 
•    Advanced analytical and interpretive skills in a production environment (preferably contact center)
•    Workforce Management experience is required
•    Excellent oral and written communication, including presentation skills
•    Ability to work in a team environment
•    Demonstrated ability to build strong working relationships across various levels of employees
•    Flexibility is a must, with nights and weekends and rotating shifts
•    Comprehensive knowledge of Workforce Management Systems (preferably Verint, Acqueon, CISCO)
•    Advanced knowledge of Microsoft Office applications (Work, Excel, Access)
•    Decision making on how to solve, query data and escalate issues that need extended review
•    Strong organizational skills

•    Thorough understanding of Workforce Management Processes
•    Act with high sense of urgency and impact regarding decisions that affect contact center operations
•    Strong knowledge of Workforce Management’s role within the organization
•    Key Collaborator for projects involving Workforce Management functions and processes

•    Identify gaps in skill sets and work with business on developing a plan for necessary cross training, determine the gap before it becomes an issue.
•    Ability to define problems, collects data, establish facts, and draw valid conclusions. 
•    Ability to engage right parties to issues while driving a quick resolution and keeping leaders up to date

•    Ability to apply sound judgment and decision-making skills in dealing with a variety of routine and non-routine issues, often with limited standardization
•    Always providing alternative solutions to issues or questions 

•    Express thoughts clearly, in both verbal and written form
•    Create well-organized, accurate, concise material, and work documentation for organizational use based on audience.
•    Adavanced analytical and interpretive skills
•    Ability to effectively present information and respond to questions from customer’s
•    Ability to speak effectively with individuals identified in Work Relationships. 
 

This position primarily involves a hybrid work schedule - working remotely: Monday & Friday / on site: Tuesday, Wednesday and Thursday. 

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Pay Transparency

Salary Range:  $55,000-$75,000 

Overtime eligible: Exempt 

Discretionary bonus eligible: Yes 

Sales bonus eligible: No 

Actual base salary will be determined based on several factors but not limited to individual’s experience, skills, qualifications, and job location. Additionally, employees are eligible for an annual discretionary bonus. In addition to base salary, employees may also be eligible to participate in an incentive program.

Our Benefits

We provide a full package of benefits for employees – and have unique offerings for a modern workforce, including leave programs, adoption assistance, and student loan repayment programs. Based on feedback from our employees, we continue to refine and add benefits to our offering, so that you can flourish both inside and outside of work. Click here to discover more about our comprehensive benefit options or visit our NYL Benefits Site.

Our Diversity Promise

We believe in a diverse workforce because it is our mission to advocate for the financial security and success of people in every community. This is why diversity, equity, and inclusion (DEI) are guiding principles that are embedded in our brand and our culture. Click here to learn more about how we have been recognized for our leadership.

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. To learn more about career opportunities at New York Life, please visit the Careers page of www.NewYorkLife.com.

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Job Requisition ID: 90586