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Workforce Management Intraday Specialist

At Northwestern Mutual, we are strong, innovative and growing. We invest in our people. We care and make a positive difference.

What's the role?

The Workforce Management Intraday Specialist is responsible for monitoring real-time contact center performance in order to ensure that service level goals are achieved. This individual leads intraday schedules that optimizes staff to meet customer demand. Consults with leadership and the workforce team throughout the day to prioritize as efficiently as possible. Collects and analyzes key business data and articulates meaning to leadership in morning planning sessions along with intraday touchpoints.

Primary Duties & Responsibilities:

  • Consults with business leaders and employees to reallocate resources on or off phones and pivoting to casework throughout the day as necessary.
  • Facilitates morning huddles to discuss prior day business results, while highlighting key insights and data trends. Consults on current day projections and provides recommendations to business leaders.
  • Communicates intraday schedule changes and recommendations to Workforce Optimization (WFO), business leaders, and employees.
  • Leads phone queue assignments and priorities, modifying throughout the day as needed and making other adjustments according to business need.
  • Analyzes workflow and staffing patterns to proactively handle capacity for inbound phone calls, case work, and other project work.
  • Provides recommendations to contact center leadership for formal intraday contact center management processes and procedures as well as recommendations for scaling intraday support to other business areas.
  • Recommends to division/department leadership to improve processes or implement business strategies based on observations and analysis.
  • Responsible for running and updating daily, weekly, and monthly contact center reports out of various phone and reporting systems. Reports may be automated or manual and are provided to contact center leadership.
  • Intraday analysis performed routinely to identify patterns and trends in alignment to potential business impacts.
  • Proactively and independently looking to seek business problems through analysis and provides recommendations to contact center leadership.
  • Finds opportunities to formalize and streamline the departmental reporting processes.
  • Available as a resource to contact center leadership to create reports and graphs on an ad hoc basis.
  • Frequently advises Workforce Optimization regarding department performance, staff modeling, reporting needs and other types of analysis.
  • May assist in backing up scheduling specialist
  • Project Management Support within Workforce Management.
  • Identifies, recommends and may lead process improvement initiatives.
  • Participates in assigned projects and helps develop project deliverables.
  • Serves as a general resource on contact center best practices and helps to track implementation of standard methodologies across multiple business areas.
  • Additional duties and responsibilities as assigned.
  • Position hours are primarily 9:00am-6:00pm CST

Bring your best! What this role needs:

  • Bachelor's degree in business or related field or equivalency and/or equivalent work experience.
  • Minimum of 2 years contact center experience required, 4 or more years preferred.
  • Proven analytical ability, judgment and decision-making skills.
  • Excellent verbal, written communication and interpersonal skills including to comfortably connect with executive leadership.
  • Highly self-motivated and self-directed with the ability to balance multiple assignments without close supervision and ability to lead change efforts.
  • Knowledge/experience with industry best practices and contact center technologies.
  • Strong dedication to confidentiality guidelines.
  • Strong analytical abilities in decision making and problem solving.
  • Proven ability to understand overall Company/Enterprise Operations customer service needs/challenges.
  • Experience with Automatic Call Distribution (ACD) and routing systems and Call Center operations.

Benefits:

  • Competitive base pay
  • 401K
  • Pension plan
  • Educational assistance
  • Performance based incentive pay
  • Medical, dental and vision insurance
  • Parental leave
  • Caregiver time off
  • ….and more

We are an equal opportunity/affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender identity or expression, sexual orientation, national origin, disability, age or status as a protected veteran, or any other characteristic protected by law.

We will offer reasonable accommodations

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#IN-POST

This job is not covered by the existing Collective Bargaining Agreement.

Required Certifications:

Grow your career with a best-in-class company that puts our client’s interests at the center of all we do. Get started now! 

We are an equal opportunity/affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender identity or expression, sexual orientation, national origin, disability, age or status as a protected veteran, or any other characteristic protected by law.


FIND YOUR FUTURE

We’re excited about the potential people bring to Northwestern Mutual. You can grow your career here while enjoying first-class perks, benefits, and commitment to diversity and inclusion.