Capacity Planning Analyst

MetLife, a leading provider of insurance and other financial services to individual and institutional customers, is seeking a Capacity Planning Analyst for Utica, NY

Beyond meaningful and challenging work, MetLife provides a variety of flexible work arrangements, as well as a tuition reimbursement program, competitive benefits, and retirement and pension plans. MetLife?s responsiveness to the needs of both clients and employees is a direct result of one of the core company values? People Count.


Major Duties and Functions Include:
Works with complex software to forecast the appropriate number of Customer Service Reps and Consultants required to handle incoming call volumes.
Reviews call traffic on a real-time basis and recommends staffing changes.
Evaluates the call flows as they relate to the business environments and makes recommendations for changes to enhance productivity or effectiveness.
Analyzes historical and present data to produce accurate call volume and service level projections.
Facilitates monthly meetings with all levels of management to organize and implement a strategic plan to ensure all service level goals are met and provide meaningful feedback.
Provides projections on appropriate staffing needs for the service level agreement process, and updates staffing numbers accordingly.
Identifies trends and gaps from the analysis of data to improve customer service.
Performs other related duties as assigned or required. What You Need to Succeed:


Ability to analyze the situation and make effective decisions is required
Strong influence/ negotiation skills.
Strong problem solving and decision making skills.
Ability to establish priorities and handle multiple assignments concurrently with minimal direction in an evolving, fast paced work environment
Intermediate/Advanced knowledge of Microsoft Word, Power Point and Excel is required.
Ability to effectively communicate with all levels of management.
Minimum one year experience as a Customer Service Consultant or similar position, Resource or Support experience within CRC is preferred.
Ability to work independently as well as with others.
Exposure to telecommunications systems and equipment.
Excellent interpersonal and communication skills, both oral and written.
Working knowledge of CentreVU Supervisor (CMS), Real Time Adherence (RTA), and Eworkforce Management.

Work shouldn?t be something you do just to make ends meet. It should provide satisfaction?and an opportunity to make a difference.
MetLife? where work meets life!

Do YOU have what it takes to join a Major Force in Financial Services: Investments, Financial Advice, Banking and Insurance?
If so respond TODAY!


For immediate consideration, please click on the link below.!