Workforce Management Associate, North America Contact Center
Location: Whitehouse, NJ; O’Fallon, MO; Phoenix, AZ

The North America Contact Center Shared Services group at Chubb supports insurance operations programs that impact both clients and agents across Chubb’s North America business divisions. This group is responsible for driving key initiatives across various departments, with a focus on delivering an exceptional customer experience and operational service. Additional responsibilities include managing large-scale technology and operational projects related to the Contact Center platform. The team collaborates with business, technology, and trading partner stakeholders to define, analyze, and implement strategic technology and operational processes. Team members are expected to take leadership roles in projects and demonstrate accountability for delivering high-quality products and solutions for Chubb, its clients, and stakeholders.

The Workforce Management Associate plays a critical role within the Shared Services organization. This role involves a variety of responsibilities, including analysis and forecasting, schedule creation and publication, monthly staffing and resource planning, capacity management, ad hoc analysis and reporting, and Workforce Management (WFM) tool configuration for onboarding new phone skills and teams.

Key Responsibilities:Serve as the WFM point of contact and subject matter expert for one or more lines of business.Build and maintain strong partnerships with stakeholders.Collaborate with the Contact Center Product Owner to develop detailed WFM procedures.Create and publish schedules.Develop and maintain monthly staffing and capacity plans.Generate models and reports on key WFM metrics, such as Average Handle Time (AHT), adherence, and occupancy.Conduct in-depth analysis to identify opportunities for streamlining workforce processes and improving efficiency.Produce ad hoc reports on key WFM metrics as needed.Provide status updates and milestone reporting to senior leadership.Configure WFM tools for onboarding new phone skills and teams.Participate in off-hours production release events, including system checkouts and validation, as needed. Required Skills and Experience:Strong verbal and written communication skills.Excellent analytical skills, with a focus on forecasting.Proven ability in complex problem-solving, critical thinking, judgment, and decision-making.Strong planning, time management, and organizational skills.Ability to manage multiple tasks in a fast-paced environment.Solid understanding of key contact center performance metrics, such as service level, AHT, adherence, and occupancy.In-depth knowledge of Workforce Management practices.Experience using Workforce Management software (NICE InContact experience is highly preferred).Proficiency in Microsoft Office, particularly Excel and PowerPoint.Bachelor’s degree required.3 to 5 years of experience in a contact center environment preferred.

This role offers an opportunity to contribute to the success of Chubb’s North America Contact Center operations by leveraging your expertise in workforce management and collaborating with a diverse group of stakeholders to deliver impactful solutions.