CSC Workforce Management Specialist

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Met Life Legal Plans is currently hiring a CSC (Client Service Center) Workforce Management Specialist.

This individual will report directly into our Client Service Center Manager.

Work location:
Remote but the candidate must be in the greater Cleveland area, with the need to come in for required in office workdays (events, training, etc.). Initial training for the position will be fully in office. Candidate is also able to work onsite or a hybrid schedule, if they prefer.

Who We Are:

Met Life Legal Plans is the country's largest provider of legal voluntary benefits. We have more than 40 years of experience in employee legal services and are committed to providing excellent care to our plan members, sponsors and 18,000+ attorneys.

We are trusted by nearly 7 million families and more than 200 Fortune 500 companies who offer our service as an employee benefit.

It’s an exciting time to join our team. We are growing quickly and have a bold vision for our future as we evolve our company to dream bigger, move faster, and use creativity and technology to build products people love.

MLP's Core 4:

• Put customers first
• Be the Best
• Make things easier
• Succeed together

Role Summary:

The Workforce Management Specialist is responsible for ensuring optimal staffing and service level performance through strategic forecasting, scheduling, and real-time resource management within a call center environment. This role plays a key part in aligning workforce availability with projected contact volumes by leveraging data analysis, scheduling systems, and performance insights. The WFM Specialist proactively monitors intra-day workload trends, recommends staffing adjustments, and collaborates with leadership to support business needs.

Additionally, this individual manages timekeeping processes, shift bids, and training schedules while tracking and reporting on productivity, attendance, and temporary staff utilization. Using operational data, the Specialist drives scheduling improvements and workflow efficiencies across multiple communication channels.

A Day in the Life of a CSC Workforce Management Specialist at Met Life Legal Plans:

• Conduct data analysis to provide accurate call center contact projections, long-term forecasts and staffing needs to achieve service level goals
• Create and assess staffing schedules using the scheduling system, based on daily contact volume projections and WFM policies. Ensure staffing availability to support member experience and department service level goals, adjusting daily and weekly schedules as necessary
• Analyze intra-day workload performance reports to proactively optimize resources, identify staffing opportunities, and develop and communicate action plans for course correction
• Manage attendance tracking and process time off requests
• Lead the execution of CSR shift and vacation bids, schedule training and large offline activities, and manage ongoing ad-hoc requests to support daily staffing level needs. Collaborate with CSC Leadership for scheduling needs
• Handle payroll tasks specific to the call center, including processing overtime, incentive payouts, and part-time hours
• Monitor CSRs on temporary assignments, including tracking schedules, hours worked, work thresholds, submitting weekly hours for payroll approval, and verifying the accuracy of invoices from the staffing agency
• Gather data to generate reports on CSR daily attendance, work productivity, call reason data, and results of special handling processes for daily/weekly distribution
• Evaluate the call, chat, and email workflows as they relate to the business environment and make recommendations for scheduling changes that enhance our productivity.
• Support business development activities to achieve MLP strategic plan
• Other duties as required or assigned

Required Qualifications:

• 1+ years of WFM related experience with strong understanding of WFM principles and concepts such as forecasting, scheduling, optimization, and analytics.
• Experience with Calabrio WFM, Zendesk Explore, and Cisco Phone system reporting.
• Intermediate/Advanced knowledge of Tableau, Microsoft Word, Power Point, Excel or SQL
• Ability to analyze data and develop action plans to address identified issues to meet business needs.
• 1+ years of previous data analyst and statistics experience

Preferred Qualifications:

• 2 years+ leadership experience of Customer Service Department
• 2+ years of experience as a Workforce management specialist or similar position.
• Bachelor’s degree from an accredited University in business administration, operations management, or a related field
• Experience using systems such as Calabrio, Cisco Reporting, Zendesk Explore, Tableau
• Certifications or training in WFM, such as the Certified Workforce Management Professional…