Workforce Operations Manager

Location Designation: Hybrid - 3 days per week 

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. 

The Service Center Workforce Operations Manager is responsible for the real-time workforce management in the Insurance Operations Sales and Service center. This role ensures accurate forecasting, effective staffing levels, and optimized scheduling for all areas within Insurance Operations that involve Workforce Management. The manager is also tasked with implementing and optimizing the usage of Workforce Management tools within a Contact/Customer Service Center environment.

Key Responsibilities:

• Manage real-time workforce operations in the service center analyzing, optimizing, and reporting on employee productivity at individual, team, and organizational levels.
• Manage all Workforce Management related areas within Insurance Operations, such as schedules, intraday staffing changes, and time-off requests, to ensure enough qualified staff are available for the service center needs.
• Implement and optimize the usage of Workforce Management tools to enhance the functionality, streamline operations, and improve efficiency.
• Coordinate the development of detailed staffing models and needs by predicting specific call types and volumes using historical data and forecasting methods.
• Use workforce management technology to meet established service level agreements and achieve planned organizational goals.
• Collaborate with voice, data, reporting, and analytics teams to monitor and report on key call center performance measures and KPIs.
• Collaborate with call center managers and supervisors to address staffing issues, schedule adjustments, and training needs.
• Serve as a strategic partner for the Direct Insurance Operations Leadership Team and key business stakeholders for all matters related to workforce staffing optimization.
• Manage and train workforce team members associated with real time adherence management, interval monitoring, standards reporting, and dialer campaigns.

Qualifications:

• Bachelor’s degree in Business Administration, Operations Management, or a related field is preferred.
• A minimum of 4 years of experience in a similar role or capacity.
• Leadership experience with the ability to manage and develop a team.
• Proven experience in workforce management, preferably in a contact center environment.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Proficiency in workforce management software and tools.
• Ability to work in a fast-paced environment and manage multiple tasks.

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

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Salary range: $70,000-$105,000 

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: 90334