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SalaryGeneral Information
Description and Requirements
Job Title: Disability Service Operations Specialist
Job Location: Virtual within a commutable distance of the following: Warwick RI, Dayton OH, Oriskany NY, Cary NC, Omaha NE, Bloomfield CT. All candidates must within a commutable distance of those locations.
- Virtual roles predominately work from home with periodic visits to assigned GCSO office as needed for team meetings, events, training business continuity, etc.
- Review metrics, staffing and create plans to meet and exceed service level objections through problem solving, creativity, partnerships with leaders and support teams.
- Meet and exceed goals and performance expectations in service level management, staff scheduling, reporting, real-time call volume and staff support.
- Demonstrate efficiency in analyzing productivity of staff, call volume management and agent skilling.
- Watch real time adherence to schedules and minimize time shrinkage, both controlled and uncontrolled
- Approve, deny, or correct exceptions in scheduling.
- Correct staffing and skilling to balance call handling across different segments.
- Analyze statistics and proactively share data on performance, outliers, best practices.
- Proactively contribute to the enhancement and streamlining of policies and procedures
- Recommend and implement training for improvements on workflow and procedures.
- Runs and distributes daily floor reports.
- System support including testing, outage reporting, coordination of system launches, agent level trouble shooting.
- Support business needs as required through phone, administrative and reporting tasks.
Essential Business Experience and Technical Skills:
Required:
- Must be located within a commutable distance of where the role is posted.
- 1 or more years of experience in workforce development.
- Experience in reviewing performance gaps and creatively problem solve for continuous improvement.
- Demonstrates problem solving, deductive reasoning, and ability to make decisions that impact others.
- Strong focus on data analysis
- Analytical; ability to interpret data regarding performance and productivity.
- Highly responsive to changing needs.
- Windows 10 operating system.
- Competent, working knowledge of Microsoft Office tools including Word, Excel & Outlook
- Ability to use functions in Excel such as formulas, pivot tables and data visualization.
- Proficiency in IT troubleshooting- an understanding of computer hardware and software troubleshooting
- Ability to learn to read and understand Workstation, CMS, and other required systems.
- Bachelor's degree or higher.
- Experience with Power BI Dashboards.
Business Category
Operations - Disability
Number of Openings
3
At MetLife, we’re leading the global transformation of an industry we’ve long defined. United in purpose, diverse in perspective, we’re dedicated to making a difference in the lives of our customers.
The salary range for applicants for this position is $48,000.00 to $55,000.00 per year. This role is also eligible for annual short-term incentive compensation. MetLife offers a comprehensive benefits program, including healthcare benefits, life insurance, retirement benefits, parental leave, legal plan services and paid time off. All incentives and benefits are subject to the applicable plan terms.
Equal Employment Opportunity/Disability/Veterans
MetLife maintains a drug-free workplace.
