Job Location: Must be commutable distance to MetLife Office - Tampa FL, Bloomfield CT, Aurora IL, Cary NC, Oriskany NY (Central NY) Bridgewater NJ, Clarks Summit PA, Warwick RI, San Juan, PR
In office once a month for office meetings
Key Responsibilities
- Executes the strategic Workforce Management business plan for all GCSO call centers, across four key functions (Forecasting, Scheduling, Real-Time Management, Vendor WFM Support)
- Delivers accurate interval/daily/monthly forecasts to position call center partners for success
- Manage all scheduling aspects, including generation and maintenance, for call center teams
- Oversees real-time, intraday service level management via workload routing and skill templates; owns intra-day automation via Intradiem tool; oversees incident management processes and procedures
- Works closely with call center vendor partners, providing similar WFM support that we provide to our GCSO call centers
- Identifies and analyzes data trends and gaps to improve the customer experience and accurately predict long term and short term staffing capacity needs. Through long term, strategic and real time planning, this associate will build and present business cases to identify and initiate process improvement and efficiency gains in our call center groups
- Partners across teams, organizations and vendors to improve workflow processes and solve for organizational opportunities to ensure that service levels and all critical KPIs are met
- Serves as a subject matter expert on all WFM related topics across the enterprise
- Identifies and drives continuous improvements in WFM processes and tools
- Develops and maintains collaborative partnerships and alliances with all levels of the organization
- Recruits, develops, coaches and retains diverse associate talent ; provides an inclusive environment that motivates others and promotes associate engagement and development
- Effectively manages the budget for the WFM organization
Essential Business Experience and Technical Skills
Required:
- 5-10+ years of work experience, at least partially in call center domain
- Strong critical thinking and problem solving skills
- Operational background with experience in call center operations
- Communication – Maintain open, credible lines of communication with associates and strong ability to interact with senior leadership. Ability to distill complex data/analyses into executive level reporting. Excellent presentation skills
- Coaching – Provide timely, candid feedback. Promote teamwork and support associates. Evaluate performance objectively. Strong people management skills
- Leadership – Manage creatively to meet changing business and organizational needs. Make timely, practical decisions. Manage issue escalation and problem resolution. Strong leadership skills in leading cultural change in an evolving organization
- Initiative – Willingness to challenge the status quo to identify improvement opportunities; and execute the improvements. Adapt to change quickly and easily
- Collaboration – ability to develop an effective network within MetLife to achieve objectives and meet customer needs and expectations
- Time management, organization, and ability to delegate
- Ability to manage an operating budget
- Strong Word, Excel, Power Point skills
Preferred:
- Planning and/or Strategic Governance experience
- People management experience