MassMutual Financial Group Real Time Administrator in Springfield, Massachusetts

Since 1851, MassMutual’s commitment has always been to help people protect their families, support their communities, and help one another. This is why we want to inspire people to Live Mutual. We’re people helping people.

A career with us means you will work alongside exceptional people and be empowered to reach your professional and personal goals. Our employees are the foundation of what makes MassMutual a strong, stable and ethical business. We seek and value unique and varied perspectives and experiences because we believe we are stronger when all voices are heard. We invite you to bring your bright, innovative ideas to MassMutual as we continue to help millions of Americans rely on each other.

Together, we’re stronger.

Description

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POSITION SUMMARY

Provide a brief description of the general nature of the position; an overview of why the job exists; and what the job is to accomplish.

  • To monitor contact center performance (key metrics: Service level, wait times, staffing etc) against established goals and make adjustments to ensure targets are achieved.

  • Make recommendations on process improvements

  • Adjust daily schedules based on needs and inputs

  • Produce reports as needed

RESPONSIBILITIES

List the primary job duties, responsibilities, and skills using headings and then give examples of the types of activities under each heading. Using headings and giving examples of the types of activities to be done allows you to develop a flexible job description that encourages employee to work outside the box and within reason, discourages that’s not my job.

  • Real time monitoring of key metrics

  • Adjust staff schedules to achieve set goals

  • Provide recommendation to the management in intraday performance

  • Participate in meetings and provide insights on performance impacting events

  • Track time including absences in systems

  • Produce reports on agent utilization, shrink, schedule adherence and other key metrics

State the minimum qualifications required to successfully perform the job. These are the qualifications that are necessary for someone to be considered for the position. Preferred qualifications will follow:

BASIC QUALIFICATIONS:

  • High school graduation (associate or bachelor’s degree preferred)

  • Workforce management systems

  • Real time tracking of staff

  • Analytical

  • Available to work contact center hours (currently 7am – 9pm)

  • Authorized to work in the United States without sponsorship now or in the future

PREFERRED QUALIFICATIONS

  • Flexible, adaptable, innovative thinker, collaborative,

  • Workforce management related training/certification

  • At least 2 years of experience working in Workforce management/real time staff administration

Ranked No. 93 in the annual FORTUNE ® 500 Ranking (FORTUNE ® Magazine, June 2018) and recognized as a World’s Most Ethical Company by Ethisphere, MassMutual is guided by a single purpose: We help people secure their future and protect the ones they love. As a company owned by our policyowners, we are defined by mutuality and our vision to put customers first. It’s more than our company structure – it’s our way of life. We are a company of people protecting people. Our company exists because people are willing to share risk and resources, and rely on each other when it counts. At MassMutual, we Live Mutual.

CORE VALUES

Focus on the Customer: We understand our customers well and look for every opportunity to deliver an experience that is clear, easy, personal, human, empowering and trustworthy.

Act with Integrity: We deliver on our promises by being open, honest and humble and by adhering to the letter and spirit of applicable laws, rules, regulations and company policies.

Value People: We respect and learn from each other’s diverse backgrounds, experiences and ideas. We engage and develop people to their greatest potential.

Work Collaboratively: We work together to achieve results by actively listening, seeking, understanding and creating solutions as a unified team driving toward one company, one culture, one brand.

Achieve Results: We focus on winning by exceeding expectations and getting better – everyone, every day.

For more information, visit www.massmutual.com or find us on Facebook, Twitter, LinkedIn, YouTube, Google+, Instagram and Pinterest.

MassMutual is an Equal Employment Opportunity employer Minority/Female/Sexual Orientation/Gender Identity/Individual with Disability/Protected Veteran. We welcome all persons to apply. Note: Veterans are welcome to apply, regardless of their discharge status.

At MassMutual, we’re fostering an inclusive and dynamic environment where our employees are valued for who they are and can build successful careers. For us, diversity and inclusion is more than a goal, it’s the only way forward.

• 100% rating on the Human Rights Campaign Corporate Equality Index (2018)

• National Association for Female Executives Top Company for Executive Women (2018)

• Disability Equality Index® (DEI) Best Place to Work for Disability inclusion (2018)

• Working Mother Media 100 Best Company (2017)

• Military Friendly Employer (2018)