MassMutual Financial Group Forecaster in Enfield, Connecticut

Since 1851, MassMutual’s commitment has always been to help people protect their families, support their communities, and help one another. This is why we want to inspire people to Live Mutual. We at MassMutual value diversity and inclusion. We’re people helping people.

A career with us means you will work alongside exceptional people and be empowered to reach your professional and personal goals. Our employees are the foundation of what makes MassMutual a strong, stable and ethical business. We seek and value unique and varied perspectives and experiences because we believe we are stronger when all voices are heard. We invite you to bring your bright, innovative ideas to MassMutual as we continue to help millions of Americans rely on each other.

Together, we’re stronger.

Description

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POSITION SUMMARY

The primary role of the Forecaster is to provide schedules for call center staff that will provide necessary support for our customers. Additional responsibilities include support as the Manager on Duty to customer service representatives and act as point person for system support. The Forecaster will also provide reporting and analysis for call center and staff performance.

RESPONSIBILITIES:

  • Creates short-term forecast for staffing and scheduling purposes by analyzing data related to call volume, AHT and business needs

  • Makes telephony and scheduling change recommendations based upon analysis and business strategy

  • Adjusts forecast real-time to offset changes caused by market conditions, inclement weather, etc.

  • Assists/creates long-term capacity models in support of call center staffing and budget

  • Manages and maintains Nice inContact Workforce Management System

  • Provides training on Nice inContact Workforce Management System

  • Creates workforce management schedules for entire call center operation, including analysis of call volume accuracy

  • Communicates forecast and resource issues to call center management on a daily, weekly, and monthly basis

  • Shares in the responsibility that the call centers achieve operational goals

  • Monitors phone queues and service levels on a real-time basis; makes skill adjustments and implements escalation procedures as required

  • Consults with call center management to determine best course of action to fill resource needs/maintain service levels

  • Receives calls from employees reporting absences from work. Logs the event and adjusts schedules for existing staff as needed to maintain service level goals

  • Assists with the creation and review of workforce management and ACD statistical performance reports

  • Handles all special reports as required and responds to reporting questions with researched and validated responses.

  • Approve/deny vacation requests/meetings/projects based on impact to service levels and staff benefit.

  • Manage/update/communicate telephony portion of call center including disaster recovery plan

  • Monitor customer e-mail queues and schedules resources to ensure completion of e-mail queues while maintaining service levels for call volumes.

BASIC QUALIFICATIONS:

  • H.S. Diploma

  • Call Center Experience

  • Proficient with Microsoft Office Suite

  • Ability to work within small time demands

  • Authorized to work in the United States without sponsorship now or in the future

PREFERRED QUALIFICATIONS:

  • College degree and/or equivalent customer service experience preferred

  • Results driven and detail oriented with strong problem solving and analytical skills

  • Ability to work well independently as well as contribute to a positive team environment

  • Aptitude to multi-task and take on additional assignments/projects as warranted

  • Excellent written, verbal and listening skills required

  • Works with guidance on small-scale team projects

  • Solves problems in own specialty area

  • Makes worthwhile improvements to existing programs and procedures

  • Makes practical suggestions for improving work processes in own area

  • Experience with NICE inContact

  • Experience with IEX

  • Individual typically has at least 2-5 years of related experience

Ranked No. 77 in the annual FORTUNE ® 500 Ranking (FORTUNE ® Magazine, June 2017) and recognized as a World’s Most Ethical Company by Ethisphere, MassMutual is guided by a single purpose: We help people secure their future and protect the ones they love. As a company owned by our policyowners, we are defined by mutuality and our vision to put customers first. It’s more than our company structure – it’s our way of life. We are a company of people protecting people. Our company exists because people are willing to share risk and resources, and rely on each other when it counts. At MassMutual, we Live Mutual.

CORE VALUES

Focus on the Customer: We understand our customers well and look for every opportunity to deliver an experience that is clear, easy, personal, human, empowering and trustworthy.

Act with Integrity: We deliver on our promises by being open, honest and humble and by adhering to the letter and spirit of applicable laws, rules, regulations and company policies.

Value People: We respect and learn from each other’s diverse backgrounds, experiences and ideas. We engage and develop people to their greatest potential.

Work Collaboratively: We work together to achieve results by actively listening, seeking, understanding and creating solutions as a unified team driving toward one company, one culture, one brand.

Achieve Results: We focus on winning by exceeding expectations and getting better – everyone, every day.

For more information, visit www.massmutual.com or find us on Facebook, Twitter, LinkedIn, YouTube, Google+, Instagram and Pinterest.

MassMutual is an Equal Employment Opportunity employer Minority/Female/Sexual Orientation/Gender Identity/Individual with Disability/Protected Veteran. We welcome all persons to apply.

At MassMutual, we’re fostering an inclusive and dynamic environment where our employees are valued for who they are and can build successful careers. For us, diversity and inclusion is more than a goal, it’s the only way forward.

• 100% rating on the Human Rights Campaign Corporate Equality Index (2018)

• National Association for Female Executives Top Company for Executive Women (2017)

• DiversityInc Noteworthy Company (2017)

• Disability Equality Index® (DEI) Best Place to Work for Disability inclusion (2017)

• Working Mother Media 100 Best Company (2017)

• Military Friendly Employer (2018)