Senior Workforce Management Analyst

Location Designation: Hybrid 

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

• 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 improvement and increased efficiency

Requirements:

• Bachelor’s Degree preferred
• 3+ years’ related experience required
• Experience with Workforce Management Applications (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

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

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Salary range: $55,000-$85,000 

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: 88730