Operations Analyst

March 19

🐊 Florida – Remote

Although this job is listed in Florida, this company may be open to hiring remote in other states.

🏖️ New Jersey – Remote

Although this job is listed in New Jersey, this company may be open to hiring remote in other states.

+2 more states

🐊 Florida – Remote 🏖️ New Jersey – Remote 🗽 New York – Remote 🔔 Pennsylvania – Remote

💵 $83.5k - $129.5k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

⚙️ Operations

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Prudential Financial

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Prudential Financial is a multinational financial services leader with operations in the United States, Asia, Europe, and Latin America. With a heritage in life insurance and asset management, the company helps individual and institutional customers grow and protect their wealth. Prudential offers a variety of products and services, including life insurance, annuities, retirement-related services, mutual funds, asset management, and real estate services.

Financial Services • Investment Management • Life Insurance • Retirement Benefits • Group Benefits

10,000+ employees

Founded 1875

💸 Finance

🏠 Real Estate

📋 Description

• Responsible for the execution to short term forecasts including delivery of Service levels and Performance Guarantees. • Direct management of small team (2-3 associates) and oversight of real time management team. • Partners w/ planning team and business partners to understand business drivers incorporating into short/intermediate term planning. • Serving as a point of contact for Contact Center leadership, prioritizing work requests for the Analyst team while adhering to committed timelines. • Supporting the development of real time strategy for omni channel servicing (i.e. live chat). • Perform regular and ad hoc analysis on business case creation, initiative impact, and process improvement. • Educate organization on “Why” behind recommendations. • Manage or participate in special projects as needed. • Proactively identify opportunities for process improvement.

🎯 Requirements

• 5 years Workforce Mgmt. experience in a Call Center preferably in Insurance/Financial Services industry. • 1 year leadership experience preferred. • Experience using Genesys WFM platform. • Omni channel experience preferred (Phone & live chat). • Intermediate to advanced Microsoft excel skill set to perform data analytics. • Experience creating volume forecast and capacity modeling. • Bachelor’s degree or equivalent years of industry experience preferred. • Process oriented. • Able to work through complex scenarios, deliver streamlined solutions and quickly adapt to change. • Exceptional written and verbal communication/presentation skills; ability to communicate results and influence others. • Comfortable working with all levels including senior leadership. • Skilled at resolving conflict and negotiating effectively and tactfully. • Ability to think strategically and evaluate process effectiveness. • Proven critical thinking, decision making and analytical skills. • Impeccable organization, time management, and problem-solving skills.

🏖️ Benefits

• Market competitive base salaries, with a yearly bonus potential at every level. • Medical, dental, vision, life insurance, disability insurance, Paid Time Off (PTO), and leave of absences, such as parental and military leave. • 401(k) plan with company match (up to 4%). • Company-funded pension plan. • Wellness Programs including up to $1,600 a year for reimbursement of items purchased to support personal wellbeing needs. • Work/Life Resources to help support topics such as parenting, housing, senior care, finances, pets, legal matters, education, emotional and mental health, and career development. • Education Benefit to help finance traditional college enrollment toward obtaining an approved degree and many accredited certificate programs. • Employee Stock Purchase Plan: Shares can be purchased at 85% of the lower of two prices (Beginning or End of the purchase period), after one year of service. • Eligibility to participate in a discretionary annual incentive program is subject to the rules governing the program, whereby an award, if any, depends on various factors including, without limitation, individual and organizational performance.