Client Service Center Analyst

3 weeks ago

Cleveland, United States Metlife Legal Plans Full time
Job DescriptionJob Description

MetLife Legal Plans is currently hiring a Client Service Center Analyst & Scheduling Specialist for our Client Service Center Department here at MLP.

This position will be a hybrid position based out of our Cleveland, OH HQ. The position will be two days in the office and three days remote.

This person will report into our Director of Client Service Center.

Who We Are:

MetLife Legal Plans is the country's largest provider of legal voluntary benefits, serving five million people at more than 3,000 organizations, including over 200 Fortune 500® companies. We have more than 40 years of experience in employee legal services and are committed to providing excellent care to our plan members, sponsors and 18,000+ attorneys.

We are trusted by nearly 5 million families and more than 200 Fortune 500 companies who offer our service as an employee benefit.

It’s an exciting time to join our team. We are growing quickly and have a bold vision for our future as we evolve our company to dream bigger, move faster, and use creativity and technology to build products people love.

MLP's Success Principles:

  • We change and innovate for sustained performance
  • We collaborate and empower each other to succeed
  • We deliver for our customers

A Day in the Life of a Client Service Analyst & Scheduling Specialist at MLP:

  • Conduct data analysis to provide accurate call center contact projections, long-term forecasts and staffing needs to achieve service level goals to be reported to Director of Client Service Center
  • Evaluate the call, chat, and email workflows as they relate to the business environment and make recommendations for scheduling changes that enhance our productivity. Report out to Director of Client Service Center
  • Complete monthly schedules based on daily contact volume projections and staffing availability to support the member experience and the department’s service level goals, adjusting daily and weekly schedules as needed.
  • Utilize workload intra-day performance reports to proactively identify staffing opportunities and create and communicate the action plan to course correct to the Director of Client Service Center.
  • Lead the execution of CSR shift and vacation bids, coordinate training and large offline activities, and manage ongoings PTO request to support daily staffing level needs. Collaborate with CSC Manager for CSC activities and needs.
  • Track temporary CSR schedules, hours worked, work thresholds, submitted weekly hours for payroll approval and the accuracy of invoices from staffing agency
  • Gather data to compile reports on CSR daily attendance and work productivity, call reason data, and special handling process results to be shared with CSC Director, Manager and Supervisors
  • Support business development activities to achieve MLP strategic plan
  • Other duties as required or assigned

Required Qualifications:

  • 1+ years of previous data analyst and statistics experience
  • 1+ years of WFM related experience with previous scheduling experience.
  • Experience with Zendesk Explore, Cisco Phone system reporting and Calabrio WFM.
  • Intermediate/Advanced knowledge of Tableau, Microsoft Word, Power Point and Excel
  • Ability to analyze data and develop action plans to address identified issues to meet business needs.
  • Commitment to continuous ongoing improvement.
  • Ability to work and prioritize independently, as well as with others.
  • Excellent collaboration, interpersonal and communication skills, both oral and written.
  • Strong work ethic with the ability to self-start, prioritize, and multi-task a high-volume workload to meet deadlines
  • Display a positive, motivating attitude and flexibility
  • Strong decision making and problem-solving skills.
  • High level of confidentiality to handle sensitive/confidential situations and documentation
  • Bachelor’s degree from an accredited University

Preferred Qualifications:

  • Preferred 2 years+ leadership experience of Customer Service Department
  • Minimum two-year experience as a Capacity Planning Analyst or similar position.
  • Experience using systems such as Calabrio, Cisco Reporting, Zendesk Explore, Tableau

Position Type and Expected Hours of Work:

  • This is a full-time position. Days and hours of work are typically Monday through Friday, 8:00 a.m. to 5:00 p.m. EST but could flex within the hours of 8:00 am to 8:00 pm EST
  • Occasional evening and weekend work may be required, based on business needs

Travel:

This position does not require travel.

Note: This job description in no way states or implies that these are the only duties to be performed by the associate in this position. Associates will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbent will possess the skills, aptitude, and ability to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at-will” relationship.

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