Director – Workforce Management – Remote job USA
Salary: $100K/yr – $160K/yr
About the job
Description and Requirements of Director
This position leads the Workforce Management (WFM) team, responsible for empowering our GCSO call centers (across RIS, MLH and Group) with the right processes, technology and staffing levels to be successful. This role plays a critical part in the success of our call center operations, delivering accurate forecasts, optimized schedules and real-time execution to win service level one interval at a time and therefore provide strong customer experience. The incumbent will work closely with call center leadership and other senior leaders both internal and external to the Group Service & Operations organization.
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
The salary range for applicants for this position is 100000 – 160000.
Benefits We Offer
Our U.S. benefits address holistic well-being with programs for physical and mental health, financial wellness, and support for families. We offer a comprehensive health plan that includes medical/prescription drug and vision, dental insurance, and no-cost short- and long-term disability. We also provide company-paid life insurance and legal services, a retirement pension funded entirely by MetLife and 401(k) with employer matching, group discounts on voluntary insurance products including auto and home, pet, critical illness, hospital indemnity, and accident insurance, as well as Employee Assistance Program (EAP) and digital mental health programs, parental leave, volunteer time off, tuition assistance and much more!
About MetLife
Recognized on Fortune magazine’s list of the 2024 “World’s Most Admired Companies”, Fortune World’s 25 Best Workplaces™ for 2024, as well as the 2024 Fortune 100 Best Companies to Work For ®, MetLife, through its subsidiaries and affiliates, is one of the world’s leading financial services companies: providing insurance, annuities, employee benefits and asset management to individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East.
