Forecaster
Springfield, Massachusetts Customer Service Job ID R14146The Opportunity
As a Workforce Management (WFM) Forecaster, you will Analyze call trends, volumes, patterns, and staff productivity, in support of efficient staffing and scheduling plans. Develop the weekly workload plan and analyze trends to predict short term staffing plans. Work with management to identify recommendations and implementation approach. Develop and implement staffing models. Requires a college degree or equivalent planning or analytical experience. Will also be involved in creating staff schedules, based on call volume, trends, and patterns. Supports small scale projects with the support of management. Will 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.
Position Location
- Position location will be 3 days a week in the Springfield, MA office
The Team
This team is comprised of 8 individuals that handle short term forecasting and Real Time analysis. They are agile, cross-functional and data centric group. This team helps our business partners run their organizations effectively and efficiently. Along with several data points, we help determine how many people are needed in the Service Center to meet the demands of our clients. We partner with the directors to provide guidance to make their line of business successful. In order to do this job you need to have great communication skills, be extremely agile, proactive, understand the business acumen and be resilient.
The Impact
As a forecaster, you will support the following:
- Analyze call volume patterns to optimize work shifts, breaks and lunches
- Makes practical suggestions for improving work processes
- Knowledge of Call Center Operations is a plus
- Proficient with Microsoft Product Skills. (Excel, Word, PPT, Visio)
- Analytical Skills
- Problem Solving Skills
- Identify call volume trends and averages on a weekly, monthly and quarterly/seasonal basis
- Provide data with analysis to managers
The Minimum Qualifications
- Bachelor’s degree and 2+ years service center or call center to Shared Services department or 6+ years equivalent work experience in the financial services/insurance industry in lieu of degree
- 1+ year experience scheduling
- 1+ year of workforce management in a call center
The Ideal Qualifications
- Proficient with contact center software/tools
- Proficient with Microsoft Product Skills
- Functional analytics skills
- Strong ability to be proactive, anticipate business needs and be able to multitask
- Excellent written and verbal communication skills
- Strong analytical, persuasive, and interpersonal skills
- Strong influencing skills and ability to build credibility to interact with all levels of personnel, including senior leadership
- Able to be flexible and agile
- Able to be a team player and collaborate
What to Expect as Part of MassMutual and the Team
- Regular meetings with the WFM and Business Analytics
- Regular meetings with LOB managers
- Focused one-on-one meetings with your manager
- Access to mentorship opportunities
- Networking opportunities including access to Asian, Hispanic/Latinx, African American, women, LGBTQ, veteran and disability-focused Business Resource Groups
- Access to learning content on Degreed and other informational platforms
- Your ethics and integrity will be valued by a company with a strong and stable ethical nosiness with industry leading pay and benefits
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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.
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About MassMutual®
At MassMutual, we believe in the value of being together in our offices and in personal flexibility.
Our work environment is one where the majority of our team members work a hybrid schedule — working at least three days in the office (Tuesday, Wednesday and a third day) and the rest remotely, balancing flexibility with in-person collaboration. While the majority of our employees follow this hybrid model, some of our roles continue to be 100% on-site and others may be 100% remote, subject to business needs.
MassMutual is guided by a single purpose: We help people secure their future and protect the ones they love. As a company operated for the benefit of our members, policyowners and customers, 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.