CSC Workforce Management Specialist | Cleveland, OH, USA

Metlife Legal Plans; Cleveland (OH); Hybrid; USD 60,000 - 75,000; Full time

Job summary

A leading company is seeking a CSC Workforce Management Specialist to optimize staffing and service performance in a call center environment. This role involves data analysis, scheduling, and collaboration with leadership to enhance member experience. The position allows for remote work with some required in-office days for training and events. Ideal candidates will have WFM experience and strong analytical skills.

Qualifications

• 1+ years of WFM experience with understanding of forecasting and scheduling.
• Certifications in WFM like CWMP or WMCP are preferred.

Responsibilities

• Ensure optimal staffing through forecasting and scheduling.
• Monitor intra-day workload trends and recommend staffing adjustments.
• Manage attendance tracking and process time off requests.

Skills

Data Analysis

Collaboration

Communication

Problem-Solving

Education

Bachelor's degree in business administration

Tools

Calabrio WFM

Zendesk Explore

Cisco Phone system reporting

Tableau

Microsoft Excel

Job description

CSC Workforce Management Specialist

Metlife Legal Plans Cleveland, United States

MetLife Legal Plans is currently hiring a CSC (Client Service Center) Workforce Management Specialist.

This individual will report directly into our Client Service Center Manager.

Work location: Remote but the candidate must be in the greater Cleveland area, with the need to come in for required in office workdays (events, training, etc.). Initial training for the position will be fully in office. Candidate is also able to work onsite or a hybrid schedule, if they prefer.

Who We Are:

MetLife Legal Plans is the country's largest provider of legal voluntary benefits. We have more than 40 years of experience in employee legal services and are committed to providing excellent care to our plan members, sponsors and 18,000+ attorneys.

We are trusted by nearly 7 million families and more than 200 Fortune 500 companies who offer our service as an employee benefit.

It's an exciting time to join our team. We are growing quickly and have a bold vision for our future as we evolve our company to dream bigger, move faster, and use creativity and technology to build products people love.

MLP's Core 4:

• Put customers first
• Be the Best
• Make things easier
• Succeed together

Role Summary:

The Workforce Management Specialist is responsible for ensuring optimal staffing and service level performance through strategic forecasting, scheduling, and real-time resource management within a call center environment. This role plays a key part in aligning workforce availability with projected contact volumes by leveraging data analysis, scheduling systems, and performance insights. The WFM Specialist proactively monitors intra-day workload trends, recommends staffing adjustments, and collaborates with leadership to support business needs. Additionally, this individual manages timekeeping processes, shift bids, and training schedules while tracking and reporting on productivity, attendance, and temporary staff utilization. Using operational data, the Specialist drives scheduling improvements and workflow efficiencies across multiple communication channels.

A Day in the Life of a CSC Workforce Management Specialist at MetLife Legal Plans:

• Conduct data analysis to provide accurate call center contact projections, long-term forecasts and staffing needs to achieve service level goals
• Create and assess staffing schedules using the scheduling system, based on daily contact volume projections and WFM policies. Ensure staffing availability to support member experience and department service level goals, adjusting daily and weekly schedules as necessary
• Analyze intra-day workload performance reports to proactively optimize resources, identify staffing opportunities, and develop and communicate action plans for course correction
• Manage attendance tracking and process time off requests
• Lead the execution of CSR shift and vacation bids, schedule training and large offline activities, and manage ongoing ad-hoc requests to support daily staffing level needs. Collaborate with CSC Leadership for scheduling needs
• Handle payroll tasks specific to the call center, including processing overtime, incentive payouts, and part-time hours
• Monitor CSRs on temporary assignments, including tracking schedules, hours worked, work thresholds, submitting weekly hours for payroll approval, and verifying the accuracy of invoices from the staffing agency
• Gather data to generate reports on CSR daily attendance, work productivity, call reason data, and results of special handling processes for daily/weekly distribution
• Evaluate the call, chat, and email workflows as they relate to the business environment and make recommendations for scheduling changes that enhance our productivity.
• Support business development activities to achieve MLP strategic plan
• Other duties as required or assigned

Required Qualifications:

• 1+ years of WFM related experience with strong understanding of WFM principles and concepts such as forecasting, scheduling, optimization, and analytics.
• Experience with Calabrio WFM, Zendesk Explore, and Cisco Phone system reporting.
• Intermediate/Advanced knowledge of Tableau, Microsoft Word, Power Point, Excel or SQL
• Ability to analyze data and develop action plans to address identified issues to meet business needs.
• 1+ years of previous data analyst and statistics experience
• Certifications or training in WFM, such as the Certified Workforce Management Professional (CWMP) or the Workforce Management Certificate Program (WMCP)

Preferred Qualifications:

• 2 years+ leadership experience of Customer Service Department
• 2+ years of experience as a Workforce management specialist or similar position.
• Bachelor's degree from an accredited University in business administration, operations management, or a related field
• Experience using systems such as Calabrio, Cisco Reporting, Zendesk Explore, Tableau

Attributes / Personal Characteristics:

• Commitment to continuous ongoing improvement.
• Ability to work and prioritize independently, as well as with others.
• Excellent collaboration, interpersonal and communication skills, both oral and written.
• Strong work ethic with the ability to self-start, prioritize, and multi-task a high-volume workload to meet deadlines
• Exceptional attention to detail
• Displays a positive, motivating attitude and flexibility
• Strong decision making and problem-solving skills.
• High level of confidentiality to handle sensitive/confidential situations and documentation

Position Type and Expected Hours of Work:

• This is a full-time position. Days and hours of work are typically Monday through Friday, 8:00 a.m. to 5:00 p.m. EST but could flex within the hours of 8:00 am to 8:00 pm EST
• Required in office training, then move to remote work designation with required in office workdays as needed
• Occasionally would be required to work at different times or days
• Occasional evening and weekend work may be required, based on business needs

Travel: This position does not require travel.

Note: This job description in no way states or implies that these are the only duties to be performed by the associate in this position. Associates will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbent will possess the skills, aptitude, and ability to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an "at-will" relationship.

Boost your career

Find thousands of job opportunities by signing up to eFinancialCareers today.