Workforce Management Specialist

Company: Disability Solutions
Location: New York
Posted on: October 24, 2024

Job Description:

Together we fight for everyone's opportunity for a better financial future. We will do this together - with customers, partners and colleagues. We will fight for others, not against: We will stand up for and champion everyone's access to opportunities. The status quo is not good enough ... we believe every individual and every community deserves access to financial opportunities. We are determined to support both individuals and communities in reaching a better financial future. We know that reaching this future depends on our actions today.Like our Purpose Statement, Voya believes in being bold and committed to action. We are committed to a work environment where the differences that we are born with - and those we acquire throughout our lives - are understood, valued and intentionally pursued. We believe that our employees own our culture and have a responsibility to foster an environment where we all feel comfortable bringing our whole selves to work. Purposefully bringing our differences together to positively influence our culture, serve our clients and enrich our communities is essential to our vision. Are you ready to join a company with a strong purpose and a winning culture? Start your Voyage - Apply Now Get to Know the Opportunity: Please Note: This position has been designated as a hybrid-office/home role. Details of your in-office schedule will be finalized with your manager. Office location NY-New York, 22 Cortlandt Street.Serves as a member of the Workforce Management Team, which is responsible for the intraday staff planning, reporting, real-time monitoring, and scheduling for the New York City Deferred Comp Contact Center.The Contributions You'll Make:

• Monitors real time performance of contact center to provide tactical solutions for staffing challenges:
• Ensures queues achieve service objective goals while maintaining expected efficiencies
• Utilizes various systems such as NICE IEX, Web Station/RTA, Genesys Pulse, etc to ensure agents are in the right place at the right time
• Collaborates with call center leadership to address behavioral trends
• Creates contact center reporting for intra-day, daily, weekly, monthly, and executive level needs
• Provides regular and detailed analysis on contact center performance
• Makes recommendations for OT/VTO resulting in budgetary savings and client satisfaction
• Creates and maintains contact center employee schedules to ensure actual staffing meets forecasted needs, while maintaining employee morale
• Maintains agent profiles including onboarding and off boarding, in multiple systems
• Processes intake tickets/issues/maintenance management, via ticketing site, ad-hoc emails and direct communication from call center leadership and various departments
• Assigns skills based on need in various systems
• Coordinates with call center leadership and training teams to determine best approach regarding cross-training, refreshers, compliance, client-specific, and other various training requests
• Manages and regularly reviews time off parameters such as allotments and waitlists to ensure work life balance, and avoid exceeding balances for contact center agents
• Maintains call out line, regularly checking callout line, manually updating schedules and reporting callouts
• Collaborates with call center leadership and other departments to identify opportunities for greater efficiencies in relation to workforce utilization
• Leads innovation through collaboration and education such as lean sessions
• Collaborates with capacity planners to provide feedback from day-to-day/real-time perspective to allow for additional insight on long-term and short-term forecasting
• Participates in workforce related projects as needed
• Multitasks, working in multiple systems and lines of business daily and communicating through multiple channelsMinimum Knowledge & Experience:
  • 2+ years of customer service responsibility, call center background or real-time data analysis
  • Familiarity with call center technologies and ability to run/analyze reports required
  • Working knowledge of Microsoft Office suite, and ability to write/present reports and presentations
  • Ability to analyze complex issues, apply findings to operational processes, and advise internal business partners appropriately
  • Ability to problem-solve and utilize critical thinking skills in a fast-paced environment
  • Ability to handle multiple priorities with minimal supervision
  • Strong customer orientation Preferred Knowledge & Experience:
    • BA degree in a work related field/discipline or equivalent work experience
    • Working knowledge of Workforce Management systems NICE IEX, Intradiem, and Genesys a plusCompensation Pay Disclosure: Voya is committed to pay that's fair and equitable, which means comparable pay for comparable roles and responsibilities. The below annual base salary range reflects the expected hiring range(s) for this position in the location(s) listed. In addition to base salary, Voya offers incentive opportunities (i.e., annual cash incentives, sales incentives, and/or long-term incentives) based on the role to reward the achievement of annual performance objectives. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Voya Financial is willing to pay at the time of this posting. Actual compensation offered may vary from the posted salary range based upon the candidate's geographic location, work experience, education, licensure requirements and/or skill level and will be finalized at the time of offer. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked. $57,370 - $71,710 USDBe Well. Stay Well. Voya provides the resources that can make a difference in your lives. To us, this means thriving physically, financially, socially and emotionally. Voya benefits are designed to help you do just that. That's why we offer an array of plans, programs, tools and resources with one goal in mind: To help you and your family be well and stay well.What We Offer
      • Health, dental, vision and life insurance plans
      • 401(k) Savings plan - with generous company matching contributions (up to 6%)
      • Voya Retirement Plan - employer paid cash balance retirement plan (4%)
      • Tuition reimbursement up to $5,250/year
      • Paid time off - including 20 days paid time off, nine paid company holidays and a flexible Diversity Celebration Day.
      • Paid volunteer time - 40 hours per calendar yearLearn more about Critical Skills At Voya, we have identified the following critical skills which are key to success in our culture:
        • Customer Focused: Passionate drive to delight our customers and offer unique solutions that deliver on their expectations.
        • Critical Thinking: Thoughtful process of analyzing data and problem solving data to reach a well-reasoned solution.
        • Team Mentality: Partnering effectively to drive our culture and execute on our common goals.
        • Business Acumen: Appreciation and understanding of the financial services industry in order to make sound business decisions.
        • Learning Agility: Openness to new ways of thinking and acquiring new skills to retain a competitive advantage. Learn more about Equal Employment Opportunity Voya Financial is an equal-opportunity employer. Voya Financial provides equal opportunity to qualified individuals regardless of race, color, sex, national origin, citizenship status, religion, age, disability, veteran status, creed, marital status, sexual orientation, gender identity, genetic information, or any other status protected by state or local law. Reasonable Accommodations Voya is committed to the inclusion of all qualified individuals. As part of this commitment, Voya will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please reference .

Keywords: Disability Solutions, Union , Workforce Management Specialist, Executive , New York, New Jersey