The Opportunity

As a workforce management scheduler, you will work in a fast paced, ever-changing environment where you will be responsible for real time capacity and demand management of the MMLIS call center.

Position Location

• If currently within a commutable distance to Springfield, MA, position location will be 2 days a week in office
• If not within a commutable distance to Springfield, MA willing to consider a 100% remote work location

The Team

You will be working on a small team of seasoned professionals who bring years of knowledge and experience to the role. The team works collaboratively with each other and with department management on a day-to-day basis. As call demand can fluctuate at moments notice, agility is key to success in the role.

The Impact

Set staff schedules, based on call volume, trends, and patterns. Analyze call patterns for purposes of identifying trends, improving staff productivity, and preparing weekly and monthly schedules. Balance anticipated workloads across staff members. Communicate relevant volume information to management and works closely with those managing call volumes in support of an efficient operation. May support capacity planning. The position is crucial to the day-to-day operation of the call center. Proper management of incoming call volumes ensures that calls are being answered efficiently and minimizes hold times leading to a positive customer experience.

• Analyze call volumes, trends, and staff productivity in support of established staffing and scheduling plans.
• Maintain open working relationships with management and internal partners to provide recommendations and feedback to meet established service level goals.
• Monitor wait times and leverage internal support to reduce/mitigate max delay and service level risk.
• Manage excess capacity through schedule optimization including adding purposeful shrinkage items or processing Voluntary Time Off (VTO)requests.
• Prepare reporting in relation to call center results and real-time actions taken as well as volume, handle time, staffing, and other relevant trends.
• Demonstrates consistent agility in terms of real-time scheduling and forecasting with a view to react to volume deviations, managing planned and unplanned absenteeism, and real-time adherence.
• Adaptable with internal processes to be most efficient and effective as needs change.

The Minimum Qualifications

• High School Diploma/GED/HiSET
• Proficiency with Microsoft Office Suite
• Due to the nature of this position, as a part of our background check process, candidates must be able to pass a non-registered fingerprint background check to qualify as a fingerprinted person under FINRA.

The Ideal Qualifications

• College degree or equivalent WFM or analytical experience
• Strong focus on continuous improvement through optimization and innovation
• Past experience working with data (collecting, analyzing, interpreting)
• Strong interpersonal skills – building and leveraging relationships

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MassMutual is an Equal Employment Opportunity employer Minority/Female/Sexual Orientation/Gender Identity/Individual with Disability/Protected Veteran. We welcome all persons to apply. Note: Veterans are welcome to apply, regardless of their discharge status.

If you need an accommodation to complete the application process, please contact us and share the specifics of the assistance you need.

Offers of employment are contingent on the completion of satisfactory references, background investigation, and (if applicable) any federal securities law requirements/FINRA regulations (including fingerprinting) and/or passing of a drug screening.