We are seeking a detail-oriented professional to manage real-time (intra-day) operations and resource optimization for our Service Contact Center. This role ensures an exceptional experience for both customers and employees by translating staffing forecasts into efficient schedules and making real-time adjustments to meet business goals.

• Regular hours are 7:00 a.m. to 3:30 p.m. central time. Flexibility is required, as occasional shifts from 10:30 a.m. to 7:00 p.m. central time may be necessary to support operational needs.

WHAT WE CAN OFFER YOU:

• Hourly Wage: $22.50 -$23.00 an hour, plus annual bonus opportunity
• 401(k) plan with a 2% company contribution and 6% company match.
• Work-life balance with vacation, personal time and paid holidays. See our benefits and perks page for details.
• Applicants for this position must not now, nor at any point in the future, require sponsorship for employment.

WHAT YOU'LL DO:

• Monitor daily workload volumes and communicate with leadership based on business needs.
• Identify workflow bottlenecks and escalate issues that may impact service levels or production goals.
• Review production reports (Tableau Reporting) and analyze trends to improve operational performance.
• Monitors real-time performance for approx 85-100 associates using tools like NICE, Salesforce, CC Pulse, Tableau, and AWS to make intra-day staffing adjustments and meet service level goals.
• Analyzes current and historical performance trends, conducts real-time re-forecasting, and collaborates with operations to align with business objectives.
• Manages workforce schedules in WFM software, including updates for exceptions, absenteeism, and shift changes.
• Partner with supervisors and managers to address staffing needs and workload balancing. Support continuous improvement initiatives to increase efficiency and enhance customer service.

WHAT YOU’LL BRING:

• Strong analytical and technical skills with the ability to interpret data and make informed business decisions; keen attention to detail.
• Thrives in high-pressure, fast-paced environments with the flexibility to adapt to shifting priorities and deadlines.
• Highly organized with the ability to manage multiple tasks or projects simultaneously.
• Proactive problem-solver with strong communication skills; able to work independently or collaboratively to drive results.
• Demonstrates professionalism, integrity, and the ability to build strong relationships across all levels of the organization; proficient in Excel.
• You promote a culture of diversity and inclusion, value different ideas and opinions, and listen courageously, remaining curious in all that you do.
• Able to work remotely with access to a high-speed internet connection and located in the United States or Puerto Rico.

PREFERRED:

• Must have 1-3 years of relevant experience managing scheduled and intraday adjustments.
• Proven experience using Tableau for operational or performance reporting
• Proficient in NICE for schedule management, exception handling, and intraday updates
• Strong Excel skills, including use of formulas and data organization for workforce management or reporting purposes

We value unique experience, skills, and passion for innovation. If your experience aligns with the listed requirements, please apply! If you have questions about your application or the hiring process, email our Talent Acquisition area at [email protected]. Please allow at least one week from time of applying if you are checking on the status. Stay Safe from Job ScamsMutual of Omaha only accepts applications from mutualofomaha.com/careers. Legitimate communications will come from '@mutualofomaha.com.' We never request sensitive information or extend job offers without conducting interviews. For more details, check our Hiring FAQs. Stay alert for scams and apply securely! Hiring Policies and Legal Notices Salary: c19 | Pay Scale: CRP C19 - Hourly