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Workforce Operations Management Consultant

Springfield, MA

The Opportunity

The long term capacity planner is responsible for the development and maintenance of rolling 18 month capacity models for multiple lines of business that may include contact center and back office operations.

The Team

This role is part of the Shared Services & Enablement Workforce Management team. We support Customer Care Center and Life New Business Organizations in meeting operational and organizational goals. Our Capacity Planner forecasts from historical data combined with what is required to meet the current and future needs of the business. Our Planned Schedulers ensure the right people are doing the right tasks at the right time. Our Real-time analysts ensure that operations are running smoothly and as expected. Most importantly, we foster an environment of customer-centricity, collaboration, and employee development.

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The Impact
  • Maintain model for each functional area
  • Candidate will monitor key business drivers such as Productivity, Shrinkage, Efficiency, Effectiveness, Staffing & Attrition and unit costs
  • Create long term capacity model
  • Establish long term forecasting model
  • Recommend appropriate staffing actions for the business, including hiring plans that will ensure consistent achievement of service levels
  • Review trends, including volume, patterns, staff productivity, attrition rates and resource allocation to maintain appropriate staffing levels
  • Provide key recommendations to leadership with respect to long term strategies for ensuring optimal service levels
  • Interpret sales/financial forecasts and the impact to organization
  • Overall Demand and Capacity Management to include recruiting coordination, resource allocation, capacity assessments, skills assessments, oversee cross-training plans
  • Ensure long term forecast aligns with short term forecasting
  • Analyze trends and identify problem solving opportunities
  • Business lead for reporting requirements
  • Identify data and reporting optimization opportunities

Minimum Qualifications:
  • 5+ years designing, managing, and driving the execution of complex staffing and Demand/Capacity models
  • 5+ years Insurance operations /Finance Services experience
  • Bachelors Degree or 5+ years of workforce management experience

Preferred Qualifications:
  • Strong interpersonal communication, conflict management, coordination, and planning skills with cross functional teams
  • Ability to apply judgment to balance process compliance with achievement of business objectives
  • Strong organizational skills and detail oriented
  • Ability to communicate objectives, plans, status and results clearly
  • Ability to collaborate across diverse teams and organizations
  • Must be a self-starter with the ability to succeed with minimal supervision

What to Expect as Part of MassMutual and the Team
  • Regular collaboration with the Workforce Management, Reporting & Analytics and Finance teams.
  • Focused one-on-one time with your manager
  • Access to mentorship opportunities
  • 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


MassMutual 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.
EEO Statement (Opens in new window)
MassMutual will accept applications on an ongoing basis until such time as a candidate has been offered employment.

Salary Range: $97,600.00-$128,100.00

Client-provided location(s): Springfield, MA, USA
Job ID: MassMutual-R15551
Employment Type: Other