Associate, Workforce Management

Lincoln Financial - Fort Wayne, IN

Full-time
Alternate Locations: Fort Wayne, IN (Indiana)

Relocation assistance is not available for this opportunity.

Requisition #61549

About the Company

Lincoln Financial Group, a Fortune 250 company with over 10,000 employees, provides advice and solutions that help empower Americans to take charge of their financial lives with confidence. Our core business areas — Life Insurance, Annuities, Retirement Plan Services and Group Protection — focus on supporting, preserving and enhancing over 17 million customer’s lifestyles and retirement outcomes.

Headquartered in Radnor, Pennsylvania, Lincoln Financial Group is the marketing name for Lincoln National Corporation (NYSE: LNC) and its affiliates. The company had $238 billion in assets under management as of December 31, 2018.

Ranked one of the Best Large Employers in America by Forbes magazine, Lincoln Financial Group makes a serious investment in our employees’ futures through a broad range of wealth accumulation and protection plans, health and wellness programs, and career development resources designed to help each individual reach their personal and professional goals.

The Role

As the Associate, Workforce Management for the RPS Call Center, you will monitor incoming call volumes and transaction types and reassign call center or transaction queues as necessary to ensure service level targets are met. You will monitor real time activity, including adherence and productivity and will provide trending information and recommendations to management. You will work in a fast-paced environment, performing and delivering on routine and progressively more non-routine assignments, such as projects, related to workforce management.

Responsibilities

Assess if the call center or processing departments' current productivity or staffing levels will impact ability to meet service level targets; resolves by making adjustments to call center queue assignments to meet customer experience objectives
Ensures employee schedules make effective use of resources while meeting service level targets
Generates daily recurring reports using pre-established queries or databases and distributes reports to an established distribution list
Identifies issues in intraday statistics, such as performance issues, routing problems, high call/transaction volumes, or emergency situations that may impact level of customer service; communicates and makes recovery recommendations as appropriate
Maintains associate schedules, including updates and real-time adjustments
Makes changes to the number of individuals in a Customer Service Representatives queue based on the number or types of inbound interactions and adjusts skill assignments to ensure that interactions are handled, and required service level targets are met
Monitors real time adherence and queue activity to ensure reps/agents/processors are adhering to their schedules and ensures they remain in a productive state. This may be for a multi-site organization.
Performs same-day changes for scheduling for a multi-site environment and/or with a remote workforce
Identifies the need for workload adjustments and works with management to balance incoming work, ensuring completion within established department service standards.
Keeps current and up-to-date on department procedures, systems and guidelines; must maintain knowledge of all workflows, products and functions; educates internal and external customers when appropriate.
Participates in unit and departmental meetings, training sessions, and broker/dealer development forums.
Provides extra relationship support to internal and external business partners through prioritization of issues and active communication.
Serves as a department representative on routine and non-routine projects and committees.
Shares technical knowledge and provides training to team members as needed.

Education

4 Year/Bachelor's degree or equivalent work experience (4 years of experience in lieu of Bachelor's) (Minimum Required)

Experience

3-5+ Years financial industry or operations experience (Required)
An additional 0-1+ years of experience in a call center or back office environment that directly aligns with the specific responsibilities for this position (Preferred)
Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
Understanding of call center or back office technology.
Ability to work with others in a team environment.
Demonstrated solid relationship management skills with internal clients (e.g. management, peers and colleagues).
Demonstrates excellent organizational skills with the ability to prioritize workload and multi-task while maintaining strict attention to detail.
Demonstrates strong interpersonal skills with a collaborative style.
Demonstrates the ability to use sound judgment and discretion regarding confidential information.
Finds common ground and can gain collaboration among management, colleagues and peers.
This position may be subject to Lincoln’s Political Contribution Policy. An offer of employment may be contingent upon disclosing to Lincoln the details of certain political contributions. Lincoln may decline to extend an offer or terminate employment for this role if it determines political contributions made could have an adverse impact on Lincoln’s current or future business interests, misrepresentations were made, or for failure to fully disclose applicable political contributions and or fundraising activities.

Any unsolicited resumes/candidate profiles submitted through our web site or to personal e-mail accounts of employees of Lincoln Financial Group are considered property of Lincoln Financial Group and are not subject to payment of agency fees.

Lincoln Financial Group (“LFG”) is an Equal Opportunity employer and, as such, is committed in policy and practice to recruit, hire, compensate, train and promote, in all job classifications, without regard to race, color, religion, sex (including pregnancy), age, national origin, disability, sexual orientation, gender identity and expression, veterans status, or genetic information. Applicants are evaluated on the basis of job qualifications. If you are a person with a disability that impedes your ability to express your interest for a position through our online application process, or require TTY/TDD assistance, contact us by calling 260-455-2558.

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Nearest Major Market: Fort Wayne
Job Segment: Manager, Marketing Manager, HR, Management, Marketing, Human Resources