Marketing & Communications
Springfield, MA, USA
Posted on Thursday, September 28, 2023


Springfield, Massachusetts Customer Service Job ID R14146

The Opportunity

As a Workforce Management (WFM) Forecaster, you will Analyze call trends, volumes, patterns, and staff productivity, in support of efficient staffing and scheduling plans. Develop the weekly workload plan and analyze trends to predict short term staffing plans. Work with management to identify recommendations and implementation approach. Develop and implement staffing models. Requires a college degree or equivalent planning or analytical experience. Will also be involved in creating staff schedules, based on call volume, trends, and patterns. Supports small scale projects with the support of management. Will support daily call center operations by assisting with the development of daily staffing plans, real time scheduling to take advantage of volume fluctuations, managing planned and unplanned absenteeism (including learning and development time) and monitoring real time adherence.

Position Location

  • Position location will be 3 days a week in the Springfield, MA office

The Team

This team is comprised of 8 individuals that handle short term forecasting and Real Time analysis. They are agile, cross-functional and data centric group. This team helps our business partners run their organizations effectively and efficiently. Along with several data points, we help determine how many people are needed in the Service Center to meet the demands of our clients. We partner with the directors to provide guidance to make their line of business successful. In order to do this job you need to have great communication skills, be extremely agile, proactive, understand the business acumen and be resilient. 

The Impact

As a forecaster, you will support the following:

  • Analyze call volume patterns to optimize work shifts, breaks and lunches
  • Makes practical suggestions for improving work processes
  • Knowledge of Call Center Operations is a plus
  • Proficient with Microsoft Product Skills.  (Excel, Word, PPT, Visio)
  • Analytical Skills
  • Problem Solving Skills
  • Identify call volume trends and averages on a weekly, monthly and quarterly/seasonal basis
  • Provide data with analysis to managers

The Minimum Qualifications

  • Bachelor’s degree and 2+ years service center or call center to Shared Services department or 6+ years equivalent work experience in the financial services/insurance industry in lieu of degree
  • 1+ year experience scheduling
  • 1+ year of workforce management in a call center

The Ideal Qualifications

  • Proficient with contact center software/tools
  • Proficient with Microsoft Product Skills
  • Functional analytics skills
  • Strong ability to be proactive, anticipate business needs and be able to multitask
  • Excellent written and verbal communication skills
  • Strong analytical, persuasive, and interpersonal skills
  • Strong influencing skills and ability to build credibility to interact with all levels of personnel, including senior leadership
  • Able to be flexible and agile
  • Able to be a team player and collaborate

What to Expect as Part of MassMutual and the Team

  • Regular meetings with the WFM and Business Analytics
  • Regular meetings with LOB managers
  • Focused one-on-one meetings with your manager
  • Access to mentorship opportunities
  • Networking opportunities including access to Asian, Hispanic/Latinx, African American, women, LGBTQ, 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 nosiness with industry leading pay and benefits
Salary Range: $59,500.00-$78,100.00 Apply

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.