MassMutual Financial Group Forecaster in Springfield, Massachusetts

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:

Analyze call trends, volumes, patterns, and staff productivity, in support of efficient staffing and scheduling plans. Develop the annual workload plan and analyze trends to predict short- and long-term staffing plans.

Responsibilities:

Work with management to identify recommendations and implementation approach.

Develop and implement staffing models.

May also be involved in setting staff schedules, based on call volume, trends, and patterns.

Supports small scale projects with the support of management.

Can support daily call center operations by assisting with the development of daily staffing plans, real time scheduling to take advantage of volume fluctuations, managing planned and unplanned absenteeism (including learning and development time) and monitoring real time adherence.

Basic Qualifications:

  • College degree or equivalent 2+ years WorkForce Management or analytical experience

  • Proficiency with Microsoft Office Suite

  • Strong written and presentation/communication skills

  • Track record of process improvement/problem solving

  • Flexibility to address coverage gaps as related to deliverables

  • Strong focus on attention to detail

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

Preferred Qualifications

  • Minimum of 2 years working as a Real Time WFM Analyst/Scheduler

  • Experience working with inContact (IEX/Central)

  • Strong focus on continuous improvement through optimization and innovation

  • Past experience working with data (collecting, analyzing, interpreting)

  • Strong interpersonal skills – building and leveraging relationships

Ranked No. 93 in the annual FORTUNE ® 500 Ranking (FORTUNE ® Magazine, June 2018) 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. Note: Veterans are welcome to apply, regardless of their discharge status.

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 (2018)

• Disability Equality Index® (DEI) Best Place to Work for Disability inclusion (2018)

• Working Mother Media 100 Best Company (2017)

• Military Friendly Employer (2018)