Workforce Associate

  • Competitive
  • Cleveland, OH, USA
  • Permanent, Full time
  • New York Life Insurance Company
  • 15 Oct 18

Workforce Associate

New York Life Insurance Company is the largest mutual life insurance company in the United States. Founded in 1845 and headquartered in New York City, New York Life reported 2017 operating earnings of $2.06 billion. Total assets under management at year end 2017, with affiliates, totaled $586 billion.

New York Life holds the highest possible financial strength ratings currently awarded to any life insurer from all four of the major ratings agencies: A.M. Best, A++; Fitch AAA; Moody's Aaa; Standard & Poor's AA+ (Source: Individual independent rating agency commentary as of 8/1/17).

Financial strength, integrity and humanity-the values upon which New York Life was founded-have guided the company's decisions and actions for over 170 years.

Workforce Associate

Are you a personable, customer-service oriented individual? Are you interested in helping people protect their future? Are you interested in a career with an industry leader? If so, New York Life Insurance Company may be the company for you.

New York Life's Service Organization is hiring for its Service Center operations. The Service Organization strives to provide best in class service by making every service experience a positive one. It is the hallmark of what we do and how we keep good going. We are looking for customer- focused, accountable, efficient and engaged professionals who are dedicated to and guided by a commitment to service excellence.

As a member of the Workforce Management Team, the Real Time Analyst helps IS&O call centers meet their SLA goals through proactive, real time monitoring and management of queues and call center resources. In concert with call center managers, he or she is responsible for managing the "out of adherence" activities of Call Center Associates. Real Time Analysts also coordinate back up help from other areas of the Service enterprise, take actions to improve service levels lased on predefined thresholds, and provide telephony routing necessary to maintain Service Levels within a call center. Finally, Real Time Analysts complete intraday & other reports.

Primary Responsibilities:

  • Monitor intraday Call Center metrics in order to:
  • Alert managers/CSRs regarding activity away from scheduled phone time;
  • Coordinate back-up help or threshold plan when service level drops:
  • Manually change CSRs out of Agent and Client skillset functionality;
  • Approve adherence exceptions of CSRs;
  • Report any problems within real time reporting system, wallboards, system/phone issues to appropriate group(s);
  • Work with call center leadership to manage call center overtime following standardized guidelines;
  • Processes schedule changes;
  • Provide intraday reports.

Qualifications:
  • Bachelor's degree preferred but not required
  • 1 - 2 years Customer Service experience highly preferred.
  • Excellent communication and interpersonal skills
  • Strong skills in multi-tasking
  • Good understanding of math and analytical concepts.

Functional Knowledge:
Real Time Analysts must have knowledge of workforce management precepts and drivers such as forecasted vs. actual call volume and adherence rates to complete tasks such as managing the 'threshold plan' and making adherence exceptions on CSR schedules.

Problem Solving:
Real Time Analysts make pivotal decisions that can significantly change service levels in the TSC call center. For example, if there is an unexpected surge in call volume, Call Center RTMs are able (in accordance with redefined threshold plan) to cancel/re-schedule meetings, ask supervisors to handle calls, and request overtime. After securing help, Call Center staff remotely route phone calls to back up phones. By doing this, a Real Time Analyst is able to rapidly increase the call center's capacity for handling calls, preserving call center Service Levels.

Decision Making / Nature of Impact:
Real Time Analysts propose and implement regarding problems that can be solved intraday. For example, Real Time Analysts are responsible for activating a predefined 'threshold plan', and are able to solve production issues with WFM technology by engaging with technology team counterparts via Esupport tickets.

Communication Requirements:
Real Time Analysts propose and implement regarding problems that can be solved intraday. For example, Real Time Analysts are responsible for activating a predefined 'threshold plan', and are able to solve production issues with WFM technology by engaging with technology team counterparts via Esupport tickets.

Training & Development:
Workforce Associate will undergo a comprehensive paid on-site training program to learn about the insurance industry, product and policy provisions and transaction processing. Coaching and feedback is provided to help you gain the necessary skills to be successful.

Shift Information:
This is a full-time position Monday through Friday.

Salary:
Competitive full-time base salary, overtime eligibility plus target bonus

Benefits:
Paid Vacation, Health Care, 401K match, Pension Plan, Tuition Assistance, Flexible Spending Accounts

Career Opportunities:
New York Life offers a variety of corporate opportunities within the Service Organization, including management, quality control, training, underwriting and claims.
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