Description and Requirements
Job Title: Disability Service Operations Specialist
Job Location: Virtual within a commutable distance of the following: Warwick RI, Dayton OH, Oriskany NY, Cary NC, Omaha NE, Bloomfield CT. All candidates must within a commutable distance of those locations.
Role Value Proposition:
The function of the Service Operations Specialist, SOS , is to maintain and analyze the efficiency across the product . The S OS works with associates to meet goals and expectations in phone availability and adherence to schedule.
This position also coordinates with other SOS, Supervisors and Resource Management partners to oversee the unit's daily performance measurements like call volumes, workflow, prioritiz ation of work assignments and reallocating resources as necessary to meet daily production requirements. In doing so will use, several analysis systems, coaching, and development with supervisors to attain goals set by MetLife.
This role will support operations for Group Disability, Absence Management, Individual Disability and Accident and Health service teams.
Principal Responsibilities:

• Virtual roles predominately work from home with periodic visits to assigned GCSO office as needed for team meetings, events, training business continuity, etc.
• Review metrics , staffing and create plans to meet and exceed service level objections through problem solving, creativity, partnerships with leaders and support teams .
• Meet and exceed goals and performance expectations in service level management, staff scheduling, reporting, real-time call volume and staff support .
• Demonstrate e fficiency in analyz ing productivity of staff, call volume management and agent skilling.
• Watch real time adherence to schedules and m inimize time shrinkage, both controlled and uncontrolled
• Approve, deny, or correct exceptions in scheduling .
• Correct staffing and skilling to balance call handling across different segments.
• A nalyze statistics and proactive ly share data on performance, outliers, best practices.
• Proactively contribute to the enhancement and streamlining of policies and procedures
• Recommend and implement training for improvements on workflow and procedures.
• Runs and distributes daily floor reports .
• System support including testing, outage reporting, c oordination of s ystem l aunches, agent level trouble shooting.
• Support b usiness needs as req uired th rough phone, administrative and reporting tasks.

Essential Business Experience and Technical Skills:
Required:

• Must be located within a commutable distance of where the role is posted.
• 1 or more years of experience in workforce development.
• Experience in reviewing performance gaps and creativ el y problem sol ve for continuous improvement.
• Demonstrates problem solving, deductive reasoning, and ability to make decisions that impact others.
• Strong focus on data analys is
• Analytical; ability to interpret data regarding performance and productivity.
• Highly responsive to changing needs.

Computer Skills:

• Windows 10 operating system.
• Competent, working knowledge of Microsoft Office tools including Word, Excel & Outlook
• Ability to use functions in Excel such as formulas, pivot tables and data visualization .
• Proficiency in IT troubleshooting- an understanding of computer hardware and software troubleshooting
• Ability to learn to read and understand Workstation, CMS, and other required systems .

Preferred:

• Bachelor's degree or higher.
• Experience with Power BI Dashboards.

Business Category
Operations - Disability
Number of Openings
3
At MetLife, we're leading the global transformation of an industry we've long defined. United in purpose, diverse in perspective, we're dedicated to making a difference in the lives of our customers.
The salary range for applicants for this position is $48,000.00 to $55,000.00 per year. This role is also eligible for annual short-term incentive compensation. MetLife offers a comprehensive benefits program, including healthcare benefits, life insurance, retirement benefits, parental leave, legal plan services and paid time off. All incentives and benefits are subject to the applicable plan terms.
Benefits We Offer
Our U.S. benefits address holistic well-being with programs for physical and mental health, financial wellness, and support for families. We offer a comprehensive health plan that includes medical/prescription drug and vision, dental insurance, and no-cost short- and long-term disability. We also provide company-paid life insurance and legal services, a retirement pension funded entirely by MetLife and 401(k) with employer matching, group discounts on voluntary insurance products including auto and home, pet, critical illness, hospital indemnity, and accident insurance, as well as Employee Assistance Program (EAP) and digital mental health programs, parental leave, volunteer time off, tuition assistance and much more!
About MetLife
Recognized on Fortune magazine's list of the 2023 "World's Most Admired Companies" as well as the 2023 Fortune 100 Best Companies to Work For ®, MetLife , through its subsidiaries and affiliates, is one of the world's leading financial services companies; providing insurance, annuities, employee benefits and asset management to individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East.
Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by empathy, we're inspired to transform the next century in financial services. At MetLife, it's #AllTogetherPossible . Join us!
Equal Employment Opportunity/Disability/Veterans
If you need an accommodation due to a disability, please email us at [email protected]. This information will be held in confidence and used only to determine an appropriate accommodation for the application process.
MetLife maintains a drug-free workplace.