Resource System Analyst

MetLife   •  

Virtual / Travel

5 - 7 years

Posted 207 days ago

Key Responsibilities: 

  • Monitors internal and external call volume and call center resources across the organization and manages resources ensuring that appropriate productivity levels are maintained across all centers.
  • Recognizes and recommends operational improvements.
  • Assists leadership team in the identification, prioritization, planning development, coordination, support, and execution of high impact (immediate and long-term) improvement plans for effective and sustainable cost savings.
  • Partner with Managers and Team leads to communicate scheduling initiatives such as shift bids, vacation bids, and intra-day planning activities.
  • Utilize IEX to perform schedule analysis and create schedules that maximize agent utilization.
  • Utilize workload intra-day performance reports to proactively identify staffing opportunities and create and communicate the action plan to course correct
  • Maintain short-term and long-term forecast models for MetLife’s internal and external Contact Center staffing needs.
  • Prepare comprehensive analytical & statistical reports on workforce trends
  • Articulate reasons for forecast variance and drive recommendations for  change to enhance forecast accuracy and effectiveness
  • Managing overall data structure within IEX.
  • Agent administration in IEX and Avaya.
  • Create and maintain documentation on the IEX WFM application
  • Perform network trouble-shooting to diagnose and isolate complex telephony problems.
  • Monitor system health and inbound/outbound telephony traffic and process alerts and tickets.

 

Essential Business Experience and Technical Skills:

 

  • 7 years of WFM related experience including;
    • Previous scheduling experience.
    • Previous Forecasting experience. Financial experience a plus.
    • Previous intraday management experience
  • Expert level knowledge with NICE IEX and advanced Microsoft Excel skills.
  • Experience in advanced trend analysis and expert knowledge leveraging advanced statistical techniques to provide recommendations and actions which drive key business decisions,
  • In-depth understanding of Avaya systems and administration of call center functions.
  • Ability to analyze data and develop action plans to address identified needs.
  • Broad knowledge of inbound contact center environments.
  • Strong analytical skills.
  • Strong collaboration and teambuilding skills.
  • Strong decision making and problem solving skills.
  • Strong communication skills (verbal, written, and listening).
  • Bachelors or Master’s degree preferred.