Technology support, configuration and administration for Verint WFM, Toll Free Number assignments & AT&T call routing
New York Life Insurance Company is the largest mutual life insurance company in the United States. Founded in 1845 and headquartered in New York City, New York Life reported 2017 operating earnings of $2.06 billion. Total assets under management at year end 2017, with affiliates, totaled $586 billion.
New York Life holds the highest possible financial strength ratings currently awarded to any life insurer from all four of the major ratings agencies: A.M. Best, A++; Fitch AAA; Moody's Aaa; Standard & Poor's AA+ (Source: Individual independent rating agency commentary as of 8/1/17).
Financial strength, integrity and humanity-the values upon which New York Life was founded-have guided the company's decisions and actions for over 170 years.
The NYL Direct- WFM Intraday Technical Analyst is responsible for providing a timely response to all incidents, outages and performance alerts within the contact center. Recognize, identify and prioritize incidents in accordance with customer business requirements, organizational policies and operational impact. Notify customer and third-party service providers of issues, outages and remediation status. Implement and optimize the usage of Workforce Management tools within a Contact/Customer Service Center environment and assist with intraday WFM operations in the contact center.
Notify customer and third-party service providers of issues, outages and remediation status
Assist with basic systems testing and operational tasks (installation of patches, network connectivity testing, script execution, etc.)
Support enterprise technology teams in 24 x 7 environment operational environments with high uptime requirements. Varied shift schedules may include day or evening hours
Update all routing changes based on business requirements
Responsible for contact center hours of operation updates and maintenance
Act as Workforce Management main point of contact for the Insurance Operations departments, Underwriting department and triage end user problems, coordinate development requests, report requests, fixes to schedules, etc.
Attend and facilitate weekly mtgs. for support and ticket issues and bi-weekly mtgs. for Voice Governance with Enterprise Technology resources and other NYL business partners
Bachelor's Degree in MIS, Computer Science, Business Administration, Engineering preferred
3+ years' related experience required
Thorough knowledge of Service-Now Helpdesk, Cisco Unified Communications Manager, Verint, AT&T Route IT
Ability to apply strong analytical and debugging skills in resolving and anticipating potential telephony obstacles and issues that could potentially affect business operations
Ability to act as subject matter expert (SME) on AT&T Routing, IVR functionality, SSC CSR Applications, CUCM
Extensive Verint application and functionality understanding
Extensive S&S Business process and application understanding
Experience in MS Access Database functionality
Knowledge of Microsoft Office applications, such as Excel, Word, Power Point, Visio
Knowledge of Life Insurance, Annuities and/or Telemarketing systems and applications
Thorough understanding of Workforce Management processes and KPI's
Ability to manage and implement solutions in major critical outages impacting customers
Ability to identify and escalate any potential issues per defined process and escalate immediately to management
Strong analysis and troubleshooting skills with a focus on telephony, WFM, system functionality, and business processes
Ability to work with business partners to solve problems and communicate solutions
Ability to work with a sense of urgency in an aggressive, multi-tasking environment
High sense of urgency and impact regarding decisions that affect contact center operations
Ability to follow escalation procedure to resolve potential issues and mitigate risk (potential high-risk deliverables on a daily basis)
Ability to provide frequent oral and written communication with employees within the work group about progress on resolutions or problems encountered, and with employees outside the work group
Strong communications skills and the ability to self manage
Ability to participate in requirements, design, and development reviews
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Nearest Major Market: Tampa
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