Real Time Forecaster

Company: MassMutual
Location: Springfield
Posted on: May 30, 2025

Job Description:

The OpportunityAs the Real-Time Analyst, you will play a pivotal role in ensuring operational efficiency and effectiveness. You will monitor incoming calls, emails, and chats, employee availability, and workload distribution in real-time. This includes tracking call, email, and chat queues, employee adherence to schedules, adjusting staffing levels as needed to meet service level agreements.The TeamThe Demand & Capacity Planning Team is comprised of the following roles: Real-Time Analysts, Forecasters, and Business Analytics Consultants. The team provides support to Customer Care Centers with staffing and planning activities, including day to day and long-term planning and coordination efforts, reporting and analytics.The Impact:In this role, you will monitor and analyze real-time data, making timely adjustments to meet service level agreements and enhancing overall productivity, ensuring seamless service delivery to our customers.Key responsibilities include, but are not limited to:

• Perform real-time monitoring of queue metrics and contact center staff performance within internal systems to ensure contact center achieves service level and customer experience
• Monitor and drive real-time adherence to schedules and provide feedback to leaders in real-time via pre-defined communication channels
• Prepare and communicate trends, synopses, insights, and plan of actions with respect to performance activities multiple times per day to leaders
• Act as primary point of contact for daily scheduling questions, issues, or changes for complex matters
• Run scheduled (e.g., daily, weekly) and ad-hoc reports on various performance metrics
• Drive initiatives to enhance overall operational effectiveness
• Continuously evaluate and refine real-time monitoring processes
• Support the implementation and testing of new tools and technologies
• Work closely with team members to address real-time challenges and deviationsThe Minimum Qualifications
  • High school diploma or GED
  • 3+ years of call center experience
  • 3+ years of experience in real-time monitoring and analysis, preferably in the insurance industry.
  • Must be willing to work any shift within the operating hours of 8am-8pm ESTThe Ideal Qualifications
    • Bachelor's degree in a relevant field such as Business, Analytics, or Operations
      • 5+ years Prior experience in real-time monitoring and analysis, preferably in a similar industry
      • Strong analytical thinking ability, attention to detail, and high level of accuracy
      • Excellent decision-making skills in fast-paced environments
      • Ability to adapt to changing priorities and handle multiple tasks simultaneously
      • Proficiency in data analysis tools and software
      • Experience with IEX, Avaya, Genesys
      • Must have advanced level Microsoft Excel skills
      • Ability to work collaboratively with diverse teams and stakeholders
      • Strong communication skills to convey complex data insights effectively
      • Willingness to stay updated on industry trends and best practicesWhat to Expect as Part of MassMutual and the Team
        • Regular meetings with the Demand & Capacity Planning Team and manager
        • Focused one-on-one meetings with your manager
        • Networking opportunities including access to Asian, Hispanic/Latinx, African American, women, LGBTQIA+, veteran and disability-focused Business Resource Groups
        • Access to learning content on Degreed and other informational platforms
        • Your ethics and integrity will be valued by a company with a strong and stable ethical business with industry leading pay and benefits#LI-JA1MassMutual is an Equal Employment Opportunity employer Minority/Female/Sexual Orientation/Gender Identity/Individual with Disability/Protected Veteran. We welcome all persons to apply. Note: Veterans are welcome to apply, regardless of their discharge status.
          
          If you need an accommodation to complete the application process, please contact us and share the specifics of the assistance you need.

Keywords: MassMutual, Brockton , Real Time Forecaster, Other , Springfield, Massachusetts