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.
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Market competitive base salaries, with a yearly bonus potential at every level.
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Medical, dental, vision, life insurance, disability insurance, Paid Time Off (PTO), and leave of absences, such as parental and military leave.
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401(k) plan with company match (up to 4%).
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Company-funded pension plan.
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Wellness Programs including up to $1,600 a year for reimbursement of items purchased to support personal wellbeing needs.
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Work/Life Resources to help support topics such as parenting, housing, senior care, finances, pets, legal matters, education, emotional and mental health, and career development.
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Education Benefit to help finance traditional college enrollment toward obtaining an approved degree and many accredited certificate programs.
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Employee Stock Purchase Plan: Shares can be purchased at 85% of the lower of two prices (Beginning or End of the purchase period), after one year of service.
Eligibility to participate in a discretionary annual incentive program is subject to the rules governing the program, whereby an award, if any, depends on various factors including, without limitation, individual and organizational performance. To find out more about our Total Rewards package, visit Work Life Balance | Prudential Careers. Some of the above benefits may not apply to part-time employees scheduled to work less than 20 hours per week.
Prudential Financial, Inc. of the United States is not affiliated with Prudential plc. which is headquartered in the United Kingdom.
Prudential is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, ancestry, sex, sexual orientation, gender identity, national origin, genetics, disability, marital status, age, veteran status, domestic partner status, medical condition or any other characteristic protected by law.
If you need an accommodation to complete the application process, please email [email protected].
If you are experiencing a technical issue with your application or an assessment, please email [email protected] to request assistance.
Top Skills
What We Do
PGIM, the investment management business of Prudential Financial, Inc.* is a multi-manager that delivers industry-leading strategies and solutions to clients. Each business maintains its own investment process and culture, allowing for a singular focus on delivering investment returns for clients.
The PGIM businesses offer investors a wide range of investment strategies across asset classes and geographies, including public equities, public and private fixed income, commercial mortgages and real estate. Clients of PGIM can rely on superior long-term performance, risk management expertise and innovative products to help them realize a wide range of business objectives.
In addition, PGIM uses its collective knowledge and business expertise to work with public, private and non-profit sector partners to create solutions that address critical social issues that have an enduring impact.
*Prudential Financial, Inc. of the United States is not affiliated in any manner with Prudential plc, incorporated in the United Kingdom or with Prudential Assurance Company, a subsidiary of M&G plc, incorporated in the United Kingdom.
