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Manager - Resource Optimization - Virtual

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Date Posted: Jun 16, 2022

Location(s): Tampa, FL, US, 33647 Dayton, OH, US, 45458 Cary, NC, US, 27513 Warwick, RI, US, 2886

Company: MetLife

Job Location: Virtual within a commutable distance of our Tampa FL, Dayton OH, Cary NC, Warwick RI, locations. 


Role Value Proposition:  
MetLife is seeking a highly motivated manager to join the Workforce Management team supporting Global Customer Solutions & Operations. This position will have significant interactions with service leaders, business partners, vendors, and technology teams. In this role you will manage real-time business controls, intraday analysis, scheduling, and workforce management applications for MetLife’s Contact Centers across the United States. You will also be instrumental in driving agility and efficiency across MetLife’s Customer Solutions organization through highly effective workforce scheduling activities, robust intraday net-line management, and incident management processes impacting customers and agents. This position will also work closely with team members to support the evaluation and implementation of strategic process improvements aimed at simplifying and modernizing end to end processes.

Key Responsibilities: 

  • Manage real-time business controls, intraday analysis, scheduling, and system administration for workforce management applications supporting over 2,000 associates and vendor partners. Responsible for driving world-class customer and associate experiences while meeting financial targets through accurate and effective agent scheduling and management.
  • Manage disaster recovery and incident management processes to minimize mean time to repair and impact to associated business lines and agents.  
  • Partner across Global Customer Solutions & Operations to build strong working relationships and improve workflow and organizational issues.
  • Support the evaluation and implementation of process improvements to increase efficiency and effectiveness. Manage strategic projects that encompass both short-term and long-term business planning.
  • Conduct complex analysis and incorporate data from multiple sources to identify actionable insights and trends business leaders can reference to drive business outcomes. Must be able to tell a compelling story with data.
  • Research industry best practices and benchmark comparisons to accurately define problems, generate alternatives, and implement solutions to resolve scheduling and intraday root cause issues.
  • Support the ideation, testing, and implementation of automation routines to drive intraday performance improvements.
  • Utilize technology to manage metrics, financial plans, forecasts, and management reports, including, but not limited to, Excel, PowerPoint, SharePoint, Alteryx, Power BI, and QlikSense.
  • Understand complex financial models and partner closely with Workforce Management forecasters and Service leaders to execute staffing plans. Drive effective management and monitoring of resources ensuring staffing levels are appropriate to meet and exceed service objectives. Lead scheduling activities for multiple lines of businesses across the United States.
  • Monitor call routing in a multi-site / multi-skill environment to ensure proper call delivery and an efficient workload and workforce balance while achieving and exceeding Service objectives.
  • Full people management responsibility.

Business Experience and Technical Skills: 

  • 7+ years of related work experience in the financial services industry, insurance operations, or other related field.
  • Bachelor’s degree in Business, Operations Management, Business Analytics, Information Systems, or other related field. Advanced degree a plus.
  • Strong interpersonal skills, including the ability to partner at multiple levels in the organization, lead cross-regional or virtual teams, build and maintain relationships, and influence decisions.
  • Excellent written and verbal communication skills. Ability to create presentations appropriate for executive management and non-analytical audiences.
  • Detail oriented and strives for continuous process improvement. Ability to understand business needs and formulate solutions.
  • Ability to manage multiple priorities, adhere to deadlines, and be flexible through evolving requirements.
  • 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 IEX, Avaya CMS, or Intradiem.
  • Proficiency with Alteryx, Excel, PowerPoint, Power BI, and other business intelligence or data management solutions highly desired.  


  • Experience in Workforce Management or managing Contact Centers.
  • Knowledge of contact center operations, budgeting, process improvements and performance measures.
  • Understanding of vendor performance management.
  • Background in MetLife's financial and/or operational systems and processes desired.
  • Insurance industry experience desired, as well as familiarity with products comparable to those sold by MetLife.


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, through its subsidiaries and affiliates, is one of the world’s leading financial services companies, providing insurance, annuities, employee benefits and asset management to help its individual and institutional customers navigate their changing world. Founded in 1868, MetLife has operations in more than 40 countries and holds leading market positions in the United States, Japan, Latin America, Asia, Europe and the Middle East.


We are one of the largest institutional investors in the U.S. with $642.4 billion of total assets under management as of March 31, 2021. We are ranked #46 on the Fortune 500 list for 2021. In 2020, we were named to the Dow Jones Sustainability Index (DJSI) for the fifth year in a row. DJSI is a global index to track the leading sustainability-driven companies. We are proud to have been named to Fortune magazine's 2021 list of the "World's Most Admired Companies." 


MetLife is committed to building a purpose-driven and inclusive culture that energizes our people. Our employees work every day to help build a more confident future for people around the world.



We want to make it simple for all interested and qualified candidates to apply for employment opportunities with MetLife.  For further information about how to request a reasonable accommodation, please click on the Disability Accommodations link below.



MetLife is a proud Equal Employment Opportunity and Affirmative Action employer dedicated to attracting, retaining, and developing a diverse and inclusive workforce. All qualified applicants will receive consideration for employment at MetLife without regards to 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.



Requisition #: 126582


Nearest Major Market: Tampa