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Senior Workforce Management Analyst

2 months ago

Tampa, Florida, United States New York Life Insurance Company Full time
About the Role

We are seeking a highly skilled Senior Workforce Management Analyst to join our team at New York Life Insurance Company. As a key member of our operations team, you will be responsible for ensuring the effective management of our contact center workforce.

Key Responsibilities
  • Develop and implement real-time workforce management strategies to optimize contact center performance.
  • Collaborate with leadership to analyze historical data and forecast future call volumes, ensuring accurate staffing levels.
  • Implement and optimize the usage of Workforce Management tools within our Contact/Customer Service Center environment.
  • Monitor and analyze daily interval plans versus actual performance, making necessary adjustments to meet goals.
  • Support Senior Payroll Associate and Workforce Management Forecaster as needed.
  • Provide in-depth analysis of contact center operations, planning, and scheduling, identifying areas for improvement.
  • Compile reasons for missing standards and communicate to Contact Center Leaders.
  • Plan overtime and time off as business conditions dictate, communicating with Contact Center Leaders.
  • Work with leadership 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.
  • Identify and partner with 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 contact center.
  • Analyze contact center performance history to determine optimum off-production activities.
  • Build a proactive and continuous improving environment, always looking 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
  • 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.
What We Offer

We provide a full package of benefits for employees, 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.

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.