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|Job Category :
||Workforce Management – Real Time Analyst, REMOTE, West Coast
||1295 State St, Springfield, MA 01111
|Job Description :
||Workforce Management – Real Time Analyst
Do you want to be part of a team that encourages your growth, supports your ambitions and makes it a priority for you to reach your goals? Is helping people part of who you are? At MassMutual, we help millions of people find financial freedom, offer financial protection and plan for the future. We do this by building trust with our customers by being knowledgeable problem solvers and prioritize their needs above all else. We Live Mutual.
THE TEAM – THE DATA BEHIND THE DIGITAL:
The Digital Workforce Management Team, as a part of the larger Digital Operations Organization, supports its business partners by providing insights through a combination of data visualization and business analytics. We are a nimble team of professionals embedded in the organization, supporting real time needs and Operational Non-Standard Reporting, in order to drive improvement. We help customers understand their data and make data driven decisions by utilizing technology to blend data into digestible pieces – providing leaders everything they need to make tactical and actionable strategic business decisions.
This dedicated RTA (Real Time Adjustor), scheduler will be a part of the team supporting our digital customer care team ensuring Service Levels Agreements are met on an hourly, daily, and weekly basis. They will analyze real time patterns and make necessary adjustments in partnership with front line leaders. This candidate will play a critical role in ensuring scheduling and all work shifts, breaks, lunches, meetings, and team huddles are continually optimized to maintain the required coverage. They will also be positioned to provide feedback specific to workforce management opportunities and to provide feedback on business needs or changes.
What your days and weeks will look like
Collaborates with supervisors to identify and implement necessary staffing adjustments and intra-day management for call activities at sites
Audit call center associate phone attributes and set ups to ensure accurate call routing.
Create, load, maintain and reviews work schedules for all employees, making recommendations where necessary.
Provides email and call queue support for internal leaders during core hours of operation of the call centers
Conduct detailed variance analytics and identify key business drivers of change. Research, forecast and report on demand drivers. Review forecasts for accuracy and make proactive changes to minimize variances.
Analyze multi-channel volume patterns in real time while optimizing work shifts, breaks and lunches to ensure we are meeting customer demands
Provide authorization for all unplanned activities and coordinate approved activities with Management
Makes practical suggestions for improving work processes
Assist contact center associates with wfm software and assist when issues arise within software
The skills that make you a great fit.
Bachelors degree or equivalent experience
2 years of experience in workforce management or related experience
2 years’ experience with workforce management software
Genesys and/or Agyle software experience preferred
Ability to gather and analyze statistical data and generate reports
Functional analytics skills
Proficient with Microsoft Product Skills. (Excel, Word, PPT, Visio)
Attention to Detail
Problem Solving Skills
Knowledge of Life New Business Operations a plus
Ability to work Monday- Friday 8-8pm EST; must be able to work a flexible shift, west coast preferred.
Ability to work Commission Close Monday’s 8am – 8pm EST (2x per month)
Target job salary $48,100 – $66,100
MassMutual is an Equal Employment Opportunity employer Minority/Female/Sexual Orientation/Gender Identity/Individual with Disability/Protected Veteran. We welcome all persons to apply. Note: Veterans are welcome to apply, regardless of their discharge status.
If you need an accommodation to complete the application process, please contact us and share the specifics of the assistance you need.
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