Job Description

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General Information

Country United States Working Schedule Full-Time Work Arrangement Virtual Commutable Distance Required No Relocation Assistance Available No Posted Date 19-Jan-2024 Job ID 1412

Description and Requirements

Title: Resource Optimization Center (ROC) Analyst II

Shift : Staggered Start Time based on client support. ROC is open 8am - 11pm. Shifts will vary throughout the week.

: Excellent opportunity for a seasoned Command Center Analyst to join a growing Resource Optimization Center (ROC) which supports MetLife's Global Customer Solutions Organization. The role of the ROC Resource Management Analyst include the real-time monitoring of call flow, agent resources, system heath and call center performance. The ROC Resource Management Analyst will perform analysis and develop solutions to improve the customer experience and business results. This position is instrumental in driving both operational efficiency and customer experience in MetLife's GCS organization.

Responsibilities:

• Monitors internal and external call volume and call center resources across the organization and manages resources ensuring that appropriate productivity levels are maintained across all centers.
• Recognizes and recommends operational improvements.
• Assists leadership team in the identification, prioritization, planning development, coordination, support, and execution of high impact (immediate and long-term) improvement plans for effective and sustainable cost savings.
• Perform network troubleshooting to diagnose and isolate complex telephony problems.
• Must be able to multi-task, have outstanding analytical abilities, and work in a fast-paced environment.
• Monitor system health and inbound/outbound telephony traffic and process alerts and tickets.
• Incident Management Support - Manage escalated incidents involving desktop hardware/software, call center telephony systems and call center crisis management.
• Utilizes outstanding communication skills in leading bridges with Sr. Leadership as liaison to business users of telephony equipment.
• Understanding of financial models and the impact that changes the Contact Centers requirements has to budget.
• Perform statistical analysis to weigh the financial impact of decisions to ensure proposed changes are beneficial to both the customer and the business.
• Researches and analyzes diversified data to draw valid conclusions.
• Evaluates and implements new methods and techniques for operational improvement.
• Leads projects to continually improve processes by identifying, sharing, and implementing best practices.
• Acts as team leader of various projects and participates on teams implementing new improvement processes.
• Analyzes data and prepares recommendations and reports to drive high-impact process improvement efforts.
• Work closely with forecasting and scheduling teams to ensure proper hand off and feedback loop in place.
• Provide SME knowledge regarding WFM topics.

Required Skills & Experience:

• HS Diploma. Bachelor's degree preferred.
• Experience developing and implementing staffing plans in a multi-site, multi-skill environment highly desired; so is experience with Workforce Management and Contact Center technologies such as NICE IEX, Avaya CMS, or Intradiem.
• Ability to manage multiple priorities, adhere to deadlines, and be flexible through evolving requirements.
• Detail oriented and strives for continuous process improvement. Ability to understand business needs and formulate solutions.
• Excellent written and verbal communication skills. Ability to create presentations appropriate for management and non-analytical audiences.
• Strong interpersonal skills, including the ability to partner at multiple levels in the organization.

• Strong analytical, collaboration, and teambuilding skills.
• Experience with AT&T Route-it and IVR preferred.
• Understanding of networks and equipment related to the networking of desktop and workgroup devices for initial triage and troubleshooting preferred.
• Broad knowledge of inbound contact center environments.

Preferred:

• 5 years of WFM related experience with 3 years of previous intraday management experience preferred.
• Background in MetLife's financial and/or operational systems and processes desired.

The wage range for applicants for this position is $41,600 - $76,000. This role is also eligible for annual short-term incentive compensation. MetLife offers a comprehensive benefits program, including healthcare benefits, life insurance, retirement benefits, parental leave, legal plan services and paid time off. All incentives and benefits are subject to the applicable plan terms.

Equal Employment Opportunity/Disability/Veterans

If you need an accommodation due to a disability, please email us at accommodations@metlife.com. This information will be held in confidence and used only to determine an appropriate accommodation for the application process. MetLife maintains a drug-free workplace.

Job Tags

Full time, Temporary work, Immediate start, Relocation, Flexible hours, Shift work

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