The Opportunity

As 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 Team

The 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 deviations

The 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 EST

The 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 practices

What 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-JA1

Salary Range:

At MassMutual, we focus on ensuring fair equitable pay, by providing competitive salaries, along with incentive and bonus opportunities for all employees. Your total compensation package includes either a bonus target or in a sales-focused role a Variable Incentive Compensation component.

Why Join Us.

We’ve been around since 1851. During our history, we’ve learned a few things about making sure our customers are our top priority. In order to meet and exceed their expectations, we must have the best people providing the best thinking, products and services. To accomplish this, we celebrate an inclusive, vibrant and diverse culture that encourages growth, openness and opportunities for everyone. A career with MassMutual means you will be part of a strong, stable and ethical business with industry leading pay and benefits. And your voice will always be heard.

We help people secure their future and protect the ones they love. As a company owned by our policyowners, we are defined by mutuality and our vision to put customers first. It’s more than our company structure – it’s our way of life. We are a company of people protecting people. Our company exists because people are willing to share risk and resources, and rely on each other when it counts. At MassMutual, we Live Mutual.

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.

At MassMutual, we focus on ensuring fair, equitable pay by providing competitive salaries, along with incentive and bonus opportunities for all employees. Your total compensation package includes either a bonus target or in a sales-focused role a Variable Incentive Compensation component. For more information about our extensive benefits offerings please check out our Total Rewards at a Glance.