Resource Optimization Analyst II

Company: MetLife
Location: Apollo Beach
Posted on: July 29, 2022

Job Description:

Title: Resource Optimization Center (ROC) Analyst II

Location - Virtual but commutable to one of the following MetLife offices: Tampa,FL; Dayton, OH; Warwick, RI; Cary, NC

Excellent opportunity for a seasoned Command Center Analyst to join a growing Resource Optimization Center (ROC) which supports MetLife s Customer Solutions Center organization. The role of the ROC Resource Management Analyst include the real-time monitoring of call flow, agent resources, system heath and call center performance. The ROC Resource Management Analyst will perform analysis and develop solutions to improve the customer experience and business results. This position is instrumental in driving both operational efficiency and customer experience in MetLife s CSC organization.

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.
• Perform network trouble-shooting to diagnose and isolate complex telephony problems.
• Must be able to multi-task, have outstanding analytical abilities, and work in a fast paced environment.
• Monitor system health and inbound/outbound telephony traffic and process alerts and tickets.
• Incident Management Support - Manage escalated incidents involving desktop hardware/software, call center telephony systems and call center crisis management.
• Utilizes outstanding communication skills in leading bridges with Sr. Leadership as liaison to business users of telephony equipment.
• Understanding of financial models and the impact that changes the Contact Centers requirements has to budget.
• Perform statistical analysis to weight the financial impact of decisions to ensure proposed changes are beneficial to both the customer and the business.
• Researches and analyzes diversified data to draw valid conclusions.
• Evaluates and implements new methods and techniques for operational improvement.
• Leads projects to continually improve processes by identifying, sharing, implementing the best practices.
• Acts as team leader of various projects and participates on teams implementing new improvement processes.
• Analyzes data and prepares recommendations and reports to drive high-impact process improvement efforts.
• Work closely with forecasting and scheduling teams to ensure proper hand off and feedback loop in place.
• Provide SME knowledge regarding WFM topics.
  Required Skills & Experience:
  • 5 years of WFM related experience with 3 years of previous intraday management experience.
  • Very strong knowledge with NICE IEX and advanced Microsoft Excel skills.
  • Understanding of Avaya systems and administration of call center functions.
  • Experience with AT&T Route-it and IVR.
  • Understanding of networks and equipment related to the networking of desktop and workgroup devices for initial triage and troubleshooting.
  • High level of comfort communicating with executive leadership.
  • 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).
  • 4-year college degree.
    Business Category
    
    Resource Optimization Center
    
    Number of Openings
    
    1
    
    At MetLife, we re leading the global transformation of an industry we ve long defined. United in purpose, diverse in perspective, we re dedicated to making a difference in the lives of our customers."
    
    MetLife:
    
    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 help its individual and institutional customers navigate their changing world. Founded in 1868, MetLife has operations in more than 40 countries and holds leading market positions in the United States, Japan, Latin America, Asia, Europe and the Middle East.
    
    We are one of the largest institutional investors in the U.S. with $642.4 billion of total assets under management as of March 31, 2021. We are ranked on the Fortune 500 list for 2021. In 2020, we were named to the Dow Jones Sustainability Index (DJSI) for the fifth year in a row. DJSI is a global index to track the leading sustainability-driven companies. We are proud to have been named to Fortune magazine's 2021 list of the "World's Most Admired Companies."
    
    MetLife is committed to building a purpose-driven and inclusive culture that energizes our people. Our employees work every day to help build a more confident future for people around the world.
    
    We want to make it simple for all interested and qualified candidates to apply for employment opportunities with MetLife. For further information about how to request a reasonable accommodation, please click on the Disability Accommodations link below.
    
    MetLife is a proud Equal Employment Opportunity and Affirmative Action employer dedicated to attracting, retaining, and developing a diverse and inclusive workforce. All qualified applicants will receive consideration for employment at MetLife without regards to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, uniformed service member or veteran status, or any other characteristic protected by law.
    
    MetLife maintains a drug-free workplace.
    
    Requisition #: 127219
    
    

Keywords: MetLife, Tampa , Resource Optimization Analyst II, Professions , Apollo Beach, Florida