Workforce Management Senior Associate

New York Life Insurance Company (New York Life or the company) is the largest mutual life insurance company in the United States. Founded in 1845, New York Life is headquartered in New York City, maintains offices in all fifty states, and owns Seguros Monterey New York Life in Mexico.

The Workforce Management Associate manages the daily forecasting and scheduling activities for the Third Party Distribution Service Call Center in addition to providing all reports related to the call center and its functions. Responsibilities will include creating call volume forecasts, monitoring staffing and service levels, maintaining daily CSR schedules, making real time adjustments as needed based on current call trends and providing daily, weekly, and monthly reports on call volume, CSR activity, short term and long term forecasts and other trends as needed.

- Develop accurate short and long term forecasts for call volume and call center staffing - Create and update call center staff scheduling including processing time off requests, updating unscheduled absences, scheduling departmental meetings and all other off-phone activities - Optimize call center resources to meet daily service level objectives - Create and maintain all reports related to the call center and phone activities - Analyze and report on call center trends, including call volumes, adherence, and peak periods, and provide recommendations to management - Use analysis results to forecast call arrival and build staffing and scheduling plans to meet business unit goals and objectives - Perform administrative database updates across multiple systems to ensure accuracy of reporting - Participate on special projects as requested by management

- Bachelor’s degree preferred but not required - 2 – 4 years related experience within customer service operations highly preferred - Proficient in Microsoft Excel, Crystal Reports; Experience in using other reporting tools (e.g. Access) a plus - Excellent knowledge of workforce management systems, program and principles - Strong organization, analytical and time management skills - Excellent verbal and written communication