Director - Workforce Management - 5416

Description and Requirements
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.
Job Location: Must be commutable distance to MetLife Office - Tampa FL, Bloomfield CT, Aurora IL, Cary NC, Oriskany NY (Central NY) Bridgewater NJ, Clarks Summit PA, Warwick RI, San Juan, PR
In office once a month for office meetings
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.
Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by empathy, we're inspired to transform the next century in financial services. At MetLife, it's #AllTogetherPossible . Join us!
Equal Employment Opportunity/Disability/Veterans
If you need an accommodation due to a disability, please email us at [email protected]. This information will be held in confidence and used only to determine an appropriate accommodation for the application process.
MetLife maintains a drug-free workplace.
100000 - 160000