Operations Analyst (Virtual) (Finance)

Job Classification:

Operations - Insurance Operations

Prudential is a company of smart, ambitious, customer obsessed professionals working together across a multitude of disciplines. Together, we are building a better financial future for our customers and our communities around the globe. At Prudential, we understand that a company is only as good as its people. This simple fact is central to all that we do.

The team
You will be part of the Workforce Management Leadership Team, which is part of our USB Strategy organization, aligned to the U.S. Business priorities and dedicated to driving and implementing cross-business solutions.

The role
The Workforce Management Associate Manager enjoys the challenge of working in a customer obsessed, ever-changing, and fast-moving environment while serving as the business liaison between our Call Center Leaders and Workforce Management Team (WFM). Works to maximize customer and service outcomes through weekly planning and prioritization of work. Acts as a positive change agent, approaching each task with a ‘can do' attitude and a goal of motivating and inspiring those around them. Has the ability to achieve objectives with little direction and is comfortable with a great deal of ambiguity; can be excited about developing the path forward on their own. Sees conflict as constructive and knows how to surface and manage conflict the right way.

As a strategic business partner, the WFM Associate Manager's responsibilities include:

• Responsible for the execution to short term forecasts including delivery of Service levels and Performance Guarantees.
• Direct management of small team (2-3 associates) and oversight of real time management team
• Partners w/ planning team and business partners to understand business drivers incorporating into short/intermediate term planning.
• Serving as a point of contact for Contact Center leadership, prioritizing work requests for the Analyst team while adhering to committed timelines.
• Supporting the development of real time strategy for omni channel servicing (i.e. live chat)
• Perform regular and ad hoc analysis on business case creation, initiative impact, and process improvement.
• Educate organization on “Why” behind recommendations.
• Manage or participate in special projects as needed.
• Proactively identify opportunities for process improvement.

Qualifications

• 5 years Workforce Mgmt. experience in a Call Center preferably in Insurance/Financial Services industry.
• 1 year leadership experience preferred.
• Experience using Genesys WFM platform. Omni channel experience preferred (Phone & live chat)
• Intermediate to advanced Microsoft excel skill set to perform data analytics.
• Experience creating volume forecast and capacity modeling.
• Bachelor's degree or equivalent years of industry experience preferred.
• Process oriented. Able to work through complex scenarios, deliver streamlined solutions and quickly adapt to change.
• Exceptional written and verbal communication/presentation skills; ability to communicate results and influence others. Comfortable working with all levels including senior leadership.
• Skilled at resolving conflict and negotiating effectively and tactfully.
• Ability to think strategically and evaluate process effectiveness.
• Proven critical thinking, decision making and analytical skills.
• Impeccable organization, time management, and problem-solving skills

#LI-MG1

What we offer you:

Prudential is required by state specific laws to include the salary range for this role when hiring a resident in applicable locations. The salary range for this role is from $83,500.00 to $129,500.00. Specific pricing for the role may vary within the above range based on many factors including geographic location, candidate experience, and skills.

• Market competitive base salaries, with a yearly bonus potential at every level.