Mutual Opportunities
Real Time Forecaster
Springfield, Massachusetts; Boston, Massachusetts
Thank you to our employees for voting us one of the top places to work in Massachusetts for five consecutive years!
Overview
A career with us means you’ll work alongside exceptional people and be empowered to reach your professional and personal goals. Our employees are at the foundation of what enables MassMutual to deliver on our purpose to help people secure their futures and protect the ones they love.
We embrace the idea that we all are stronger and better through our support for one another. We strive to create a culture where employees feel valued and are celebrated for who they are.
“Since our founding in 1851, mutuality has put our policyowners at the center of everything we do. At our core, we’re a company of people helping people in their time of need, and that spirit extends to the culture we’ve built at our company. Our employees support and rely on each other each day, collaborating to deliver the best solutions for our customers and help millions more secure their future and protect the ones they love.”
Job Description
The Opportunity
As the Real-Time Analyst, you will play a pivotal role in ensuring operational efficiency and effectiveness. You will monitor incoming calls, emails, and chats, employee availability, and workload distribution in real-time. This includes tracking call, email, and chat queues, employee adherence to schedules, adjusting staffing levels as needed to meet service level agreements.
The Team
The Demand & Capacity Planning Team is comprised of the following roles: Real-Time Analysts, Forecasters, and Business Analytics Consultants. The team provides support to Customer Care Centers with staffing and planning activities, including day to day and long-term planning and coordination efforts, reporting and analytics.
The Impact:
In this role, you will monitor and analyze real-time data, making timely adjustments to meet service level agreements and enhancing overall productivity, ensuring seamless service delivery to our customers.
Key responsibilities include, but are not limited to:
- Perform real-time monitoring of queue metrics and contact center staff performance within internal systems to ensure contact center achieves service level and customer experience
- Monitor and drive real-time adherence to schedules and provide feedback to leaders in real-time via pre-defined communication channels
- Prepare and communicate trends, synopses, insights, and plan of actions with respect to performance activities multiple times per day to leaders
- Act as primary point of contact for daily scheduling questions, issues, or changes for complex matters
- Run scheduled (e.g., daily, weekly) and ad-hoc reports on various performance metrics
- Drive initiatives to enhance overall operational effectiveness
- Continuously evaluate and refine real-time monitoring processes
- Support the implementation and testing of new tools and technologies
- Work closely with team members to address real-time challenges and deviations
The Minimum Qualifications
- High school diploma or GED
- 3+ years of call center experience
- 3+ years of experience in real-time monitoring and analysis, preferably in the insurance industry.
- Must be willing to work any shift within the operating hours of 8am-8pm EST
Must accommodate our HYBRID work model (3 days a week in our Springfield or Boston office) if currently residing within a 50-mile radius
The Ideal Qualifications
- Bachelor’s degree in a relevant field such as Business, Analytics, or Operations
- 5+ years Prior experience in real-time monitoring and analysis, preferably in a similar industry
- Strong analytical thinking ability, attention to detail, and high level of accuracy
- Excellent decision-making skills in fast-paced environments
- Ability to adapt to changing priorities and handle multiple tasks simultaneously
- Proficiency in data analysis tools and software
- Experience with IEX, Avaya, Genesys
- Must have advanced level Microsoft Excel skills
- Ability to work collaboratively with diverse teams and stakeholders
- Strong communication skills to convey complex data insights effectively
- Willingness to stay updated on industry trends and best practices
What to Expect as Part of MassMutual and the Team
- Regular meetings with the Demand & Capacity Planning Team and manager
- Focused one-on-one meetings with your manager
- Networking opportunities including access to Asian, Hispanic/Latinx, African American, women, LGBTQIA+, 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 business with industry leading pay and benefits
#LI-JA1
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.
MassMutual will accept applications on an ongoing basis until such time as a candidate has been offered employment. The job description includes the main duties of this position, which may evolve over time. You may be required to perform other duties not listed.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment.
Salary Range: $62,600.00-$82,100.00
Hiring Process
Explore
Explore our open jobs by clicking 'search jobs' to find a position that aligns with your experience and skills. You may also consider joining our Talent Network.
Apply
Click the “apply” button on that job posting to complete and submit your application. Your application will be reviewed by a recruiter, which, due to the volume of applications received, may take some time as we carefully consider each application.
Screen
After your application has been reviewed, if you meet the qualifications for the role, a recruiter will reach out to you to start a conversation.
Interview
If you are invited for an interview, you will be scheduled to meet with the hiring manager and hiring team.
Offer
If you are extended an offer to join MassMutual and accept, your start will be contingent upon a satisfactory background check.
Hire
If you accept the offer, we will be so excited to welcome you to the MassMutual community!
If you need an accommodation to complete the application process, please contact us and share the specifics of the assistance you need.
By the numbers*
- 88% of employee respondents say they are proud to work at MassMutual
-
90
% of employee respondents say they feel encouraged to bring forth new ideas - 86% of employee respondents say MassMutual cares about and supports the well-being of their employees
*Source: 2024 MassMutual employee engagement survey
Award-Winning Culture
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 and participating policyowners, we are defined by mutuality and our vision to provide financial well-being for all Americans. 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.
We strive to build a thriving community where everyone is valued, included, and feels that they belong.
At MassMutual, we Live Mutual.
How We Work
MassMutual’s flexible workplace approach combines the importance of connecting in person and the flexibility of working remotely. Our hybrid model puts collaboration first with employees coming in at least three days per week to our spectacular campus settings and also enjoying the flexibility of remote Fridays, company-wide remote weeks, and a bank of flexible remote weeks to use throughout the year.
Benefits for the whole you (and your loved ones)
There’s more to your life than your job and there’s more to your aspirations than a paycheck. We take a holistic view of compensation and benefits that provides the flexibility to create a healthy balance in your life for work, family, and community. We offer the benefits you’d expect, like medical, dental, 401(k), and generous vacation time, but we also offer ones you might not expect, like three paid days for volunteering, a $1,250 annual Well-Being Wallet, and up to 320 hours of caregiver leave.
Explore some of our offerings below. Benefit details can be found here.
Why MassMutual?
Kevin
Compliance Consultant
Seth
Service Management Consultant
Kymberly
Head of Experience Journey Mapping
where we work
Springfield Office
1295 State Street, Springfield, MA
Boston Office
10 Fan Pier Blvd, Boston, MA
New York Office
2 Park Ave,
New York, NY
Virtual
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