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Resource System Analyst

Date Posted: Feb 22, 2018

Location: Dayton, OH, US, 45448

Company: MetLife

Job Location: United States : Ohio : Dayton  Alternate Job Location : United States : Georgia : Atlanta || United States : Nevada : Henderson || United States : New York : Oriskany || United States : North Carolina : Charlotte || United States : Rhode Island : Warwick  


Role Value Proposition: 

Excellent opportunity for an experienced IEX System Analyst to join a growing organization which provides support to the MetLife GA sales and service groups.  The role of the Analyst is to actively manage the IEX WFM platform, including agent administration, scheduling, real-time monitoring, forecasting and trouble shooting.  This position is instrumental in driving both operational efficiency and customer experience in MetLife’s P&C organization.


Key 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.
  • Partner with Managers and Team leads to communicate scheduling initiatives such as shift bids, vacation bids, and intra-day planning activities.
  • Utilize IEX to perform schedule analysis and create schedules that maximize agent utilization.
  • Utilize workload intra-day performance reports to proactively identify staffing opportunities and create and communicate the action plan to course correct
  • Maintain short-term and long-term forecast models for MetLife’s internal and external Contact Center staffing needs.
  • Prepare comprehensive analytical & statistical reports on workforce trends
  • Articulate reasons for forecast variance and drive recommendations for  change to enhance forecast accuracy and effectiveness
  • Managing overall data structure within IEX.
  • Agent administration in IEX and Avaya.
  • Create and maintain documentation on the IEX WFM application
  • Perform network trouble-shooting to diagnose and isolate complex telephony problems.
  • Monitor system health and inbound/outbound telephony traffic and process alerts and tickets.


Essential Business Experience and Technical Skills:


  • 7 years of WFM related experience including;
    • Previous scheduling experience.
    • Previous Forecasting experience. Financial experience a plus.
    • Previous intraday management experience
  • Expert level knowledge with NICE IEX and advanced Microsoft Excel skills.
  • Experience in advanced trend analysis and expert knowledge leveraging advanced statistical techniques to provide recommendations and actions which drive key business decisions,
  • In-depth understanding of Avaya systems and administration of call center functions.
  • Ability to analyze data and develop action plans to address identified needs.
  • Broad knowledge of inbound contact center environments.
  • Strong analytical skills.
  • Strong collaboration and teambuilding skills.
  • Strong decision making and problem solving skills.
  • Strong communication skills (verbal, written, and listening).
  • Bachelors or Master’s degree preferred.


Business Category

Property & Casualty


Number of Openings



At MetLife, we’re leading the global transformation of an industry we’ve long defined. United in purpose, diverse in perspective, we’re dedicated to making a difference in the lives of our customers.” 



MetLife is a proud equal opportunity/affirmative action employer committed to attracting, retaining, and maximizing the performance of a diverse and inclusive workforce. It is MetLife's policy to ensure equal employment opportunity without discrimination or harassment based on race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, uniformed service member or veteran status, or any other characteristic protected by law.

MetLife maintains a drug-free workplace.

For immediate consideration, click the Apply Now button. You will be directed to complete an on-line profile. Upon completion, you will receive an automated confirmation email verifying you have successfully applied to the job.

Requisition #: 95524 

Nearest Major Market: Dayton