Great-West Financial Empower Retirement

  • Workforce Management Short-Term Planner

    Location US-CO-Denver (DTC) | US-WI-Milwaukee | US-KS-Overland Park | US-MA-Andover
    Posted Date 2 weeks ago(5/11/2018 3:42 PM)
    Job ID
    15690
    # Positions
    1
    Category
    Other
  • Position Highlights

    Be Bold Be Brilliant

     

    Would you like to be a part of one of America's leading financial services firms? Great-West Financial is the nation’s second largest insurer in sales of individual life insurance through banks. We also offer annuity and executive benefits products. Under Empower Retirement, we provide employer sponsored retirement plans as the nation’s second largest retirement plan provider.

     

    Our over 5,000 associates across 40 locations across the country provide world class service to:

     

    30,000+ employer sponsored retirement plans

    8 million+ employees participating in their employer-sponsored retirement plan

    467,700+ individual life insurance and annuity accounts

    $460 billion+ total assets under administration

     

     

    The Participant Services Short-term Planner is responsible for supporting the contact center short-term planning across all lines of business and locations to ensure achievement of high quality short-term planning and scheduling which results in effective service of incoming participant contacts. This entails responding to unplanned events,
    trends and deltas within the same week. This role supports the performance goals related to service initiatives and standards in effort to meet and exceed goals. The planner works closely with the Participant Services team to identify staffing, scheduling, and cross-training needs, and contributes to retention of existing business, acquisition of new business, and meeting client contractual obligations.

    Primary Responsibilities

    • Forecast 30 minute interval level distribution of contact volume, average handle time (AHT) and staffing requirements for a period of 2 weeks to 90 days

    • Maintenance of all elements of the workforce (WF) system(s). This includes updating of teammates schedules, key statistical information, various WF system maintenance items, special scheduling task and other items needed to meet the group s needs

    • Create relationships with supervisors and others to work effectively to problem solve and develop solutions to staffing challenges

    • Readily articulate the present state of assigned part of business and influence short-term changes to improve the outcomes

    • Create optimized schedules for new hires and current representatives and staffing strategies by utilizing real-time data that support a multi-site, multi-channel, and multi-skilled contact center environment by taking into account arrival pattern trends, holidays/seasonality/ business impacts, shift recommendations, channel requirements, off-line activities, etc.

    • Review scheduling influx/efficiency and provide recommendations to long-term planning for extra hour requirements, shift alignment changes, attrition backfill, etc.

    • Review and approve vacation requests to meet business objectives and employee requirements.

    • Provide analysis of key metrics and trends, including but not limited to volume, availability, service levels, productivity, etc. and recommend steps to improve the efficiency and effectiveness of Participant Services

    • Pull operational escalation levers per the defined process i.e. time
      off approvals, working with Analyst on levels of time off, shrinkage management and planning

    • Communicate to internal & external stakeholders effectively.

    • Summarizes meeting notes and action items accurately.

    • Facilitate meetings and calls with internal/external stakeholders, is able to explain and present functional requirements, and results effectively.

    • Leverage understanding of the business to drive improved performance within a day/week across participant services

    • Impacts daily and weekly performance across all lines of participant services

    Qualifications

    • Bachelor's Degree in Business or related field preferred or equivalent education and experience

    •  Minimum 2 years call center experience required

    • Minimum 1 year workforce management experience in a call center environment required

    • Intermediate to advanced knowledge of workforce and contact center systems and processes

    • Proficiency with Microsoft Excel, Word, and PowerPoint preferred for report generation

    • Ability to make recommendations based upon analysis, data and input from peers and management

    • Decision making based on impact analysis

    • Strong analytical and problem solving skills

    • Strong verbal and written communication skills

    • Relationship building skills

    • Attention to detail

    Disclaimer: The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this job.

    About Great-West Financial

    At Great-West Financial® and Empower Retirement, our more than 5,700 global associates are dedicated to helping customers secure their financial futures. We offer a range of retirement savings products, life insurance, annuities and investment services from offices across the country. If you’re interested in joining a company that enjoys a record of strong performance and is rich in history yet innovative, bold and transformative, then our organization is an outstanding place for you to grow and succeed. We’re an equal opportunity employer dedicated to workforce diversity. We’re also committed to providing a drug-free workplace.

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