WFM Senior Associate

Job Requisition ID:90875

Location Designation:Fully Remote

Group Benefit Solutions delivers comprehensive insurance and absence management solutions for mid-sized and large companies. Our work fosters a healthier, happier, and more secure workforce, contributing to New York Life's legacy of being there when we're needed most. Here, you'll design, implement, and support these solutions directly impacting employees' lives. At our core, we provide financial security and peace of mind to people through our absence, accident, disability, voluntary benefits, and life insurance solutions. Click here to learn more about Group Benefits solutions.

Role Overview:

This role will serve as a strategic partner for the Workforce Management team. Leads all aspects of Workforce Management responsibilities for phone and non-phone departments inclusive of forecasting, resource planning, scheduling, monitoring, and trend analysis/insights. Supports and contributes to continuous improvement initiatives within department and for external business partners. Will work closely with peers, business partners, and senior leadership teams on optimization of Workforce Management practices and tools.

What You'll Do:

• Oversee the creation and implementation of accurate inbound and off phone workload forecasts and capacity plans to ensure optimal resource allocation.
• Manages and delivers capacity analysis and recommendations to improve proactive planning process.
• Influences the achievement of budget by projecting workloads (volumes, activities, handle times), shrinkage, ASA, AHT, and Adherence through effective utilization of staff, projections, and theories.
• Identifies opportunities for improvement of resource utilization and provides input on performances.
• Manages Verint forecast and scheduling processes to ensure optimal staffing and accurate planning.
• Conducts schedule optimization and bids in accordance with established guidelines.
• Identifies and makes recommendations relative to call and staffing patterns.
• Contributes to technological advancements, testing, and implementations as necessary.
• Builds rapport and manages relationships and interactions with peers and all levels of the business.
• Schedules and manages work exceptions, schedules, vacation allotments, rules, assumptions, data, etc.
• Optimizes schedules to balance operational requirements, preferences, and costs.
• Builds and delivers accurate and value-added insights Monthly/Weekly/Daily to partners as required.
• Implements strategies to execute proactively real-time expectations, adjust staffing levels to meet ASA goals, ensuring urgent responses to varying business partner, customer, and leader needs.
• Proactively plans and alerts management to real time changes in levels of service and/or areas of risk.
• Optimizes skilling of Phone agents to ensure SLA's are met.
• Ad hoc duties, projects, and initiatives as necessary.

What You'll Bring:

• 3 years of Workforce Management experience required.
• 3 years of forecasting and scheduling required; resource optimization and/of capacity planning a plus.
• 3 years of call center customer service experience required; claims and back-office experience a plus.
• 3 or more years utilizing WFM application is required; Verint experience a plus.
• Strong analytical skills with ability to provide insights that tell the story of data and trends.
• Must be technically savvy with strong Microsoft Office skills with advanced proficiency in Excel.
• Financial modeling a plus.
• Strong interpersonal and written skills; able to talk to all levels of the business to obtain information critical to building accurate workload projections, building rapport, and influencing change.
• Bachelor's Degree preferred.
• Self-starter and strategic, creative thinker with the ability to solve complex issues.
• Must be able to work with a high sense of urgency in an ever-changing environment.
• Ability to maintain confidentiality.

It is recommended that all qualified candidates apply to this posting as soon as possible. Residents of Colorado are hereby notified that the deadline to apply is 3 days from the Posting Date listed above.

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Pay Transparency

Salary range:$62,500-$90,000

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.

Actual base salary within that range will be determined by several components including but not limited to the individual's experience, skills, qualifications, and job location. 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 theFoundation.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.

Job Requisition ID:90875