Job Requisition ID:91299
Location Designation:Fully Remote
Group Benefit Solutions delivers comprehensive insurance and absence management solutions for mid-sized and large companies. Our work fosters a healthier, happier, and more secure workforce, contributing to New York Life's legacy of being there when we're needed most. Here, you'll design, implement, and support these solutions directly impacting employees' lives. At our core, we provide financial security and peace of mind to people through our absence, accident, disability, voluntary benefits, and life insurance solutions. Click here to learn more about Group Benefits solutions.
This role will serve as a strategic partner for the Workforce Management team. Leads all aspects of Workforce Management responsibilities for phone, chat, and non-phone departments inclusive of forecasting, resource planning, and trend analysis/insights. Supports and contributes to continuous improvement initiatives within department and for external business partners.Will work closely with peers, business partners, and senior leadership teams on optimization of Workforce Management and business practices, tools, and outcomes.
Responsibilities:
* Creates, manages, and delivers capacity and forecast models, analysis, trends, future impacts, and recommendations to improve planning accuracy for optimal resource allocation.
* Influences the achievement of budget by projecting workloads (volumes, claims, activities, processing times/AHT), service goals, shrinkage, and other core drivers to business.
* Identifies opportunities for improvement of resource utilization and provides input to key leaders and partners.
* Manages forecast processes, tools, models, data, and impacts to ensure optimal staffing and accurate planning.
* Builds rapport and manages relationships and interactions with peers and all levels of the business.
* Contributes to technological advancements, testing, and implementations, as necessary.
* Ad hoc duties, projects, and initiatives, as necessary.
Qualifications:
* Bachelor's Degree preferred.
* 3 years of Workforce Management experience required.
* 3 years of forecasting, resource planning, and modeling a plus.
* Claims and back-office business experience required.
* Self-starter and strategic, creative thinker with the ability to solve complex issues.
* WFM system experience (Verint, Strategic Planner, Desktop Processing Analytics) a plus.
* Analytical skills with ability to provide insights tell the story of data and trends.
* Technically savvy in Microsoft Office with solid proficiency in Excel.
* Strong interpersonal and written skills; able to talk to all levels of the business to obtain information critical to building accurate workload projections and influencing change.
* Ability to maintain confidentiality.
Pay Transparency
Salary range:$40,000-$70,000
Overtime eligible:Nonexempt
Discretionary bonus eligible:Yes
Sales bonus eligible:No
Actual base salary will be determined based on several factors but not limited to individual's experience, skills, qualifications, and job location. Additionally, employees are eligible for an annual discretionary bonus. In addition to base salary, employees may also be eligible to participate in an incentive program.
Actual base salary within that range will be determined by several components including but not limited to the individual's experience, skills, qualifications, and job location. In addition to base salary, employees may also be eligible to participate in an incentive program.
Our Benefits
We provide a full package of benefits for employees - and have unique offerings for a modern workforce, 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. Click here to discover more about our comprehensive benefit options or visit our NYL Benefits Site.
Our Diversity Promise
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. Click here to learn more about how we have been recognized for our leadership.
Recognized as one of Fortune's World's Most Admired Companies, New York Life is committed to improving local communities through a culture of employee giving and volunteerism, supported by theFoundation.We're proud that due to our mutuality, we operate in the best interests of our policy owners. To learn more about career opportunities at New York Life, please visit the Careers page of www.NewYorkLife.com.
Job Requisition ID:91299