Job Description
Responsible for the execution of real-time resource planning practices and processes to ensure business results are achieved. Manages intraday schedules that optimizes staff to meet customer demand. Consults with leadership and the Command Center team through the day to allocation resources as efficiently as possible. This individual analyzes key business data and articulates meaning to leadership in huddles and intraday touchpoints.
Primary Duties & Responsibilities:
- Monitors and responds to real-time contact center volume traffic for multiple lines of business.
- Consults with business leaders to reallocate resources throughout the day.
- Detects and reports on trends with intra-day performance that may impact business results.
- Facilitates huddles to discuss prior day business results while highlighting key insights and data trends. Consults on current day projections and provides actionable recommendations to business leaders.
- Responsible for the accurate execution and delivery of regular Command Center reports
- Leads phone queue assignments and priorities modifying throughout the day as needed and making other adjustments according to business need.
- Monitors Intradiem and reports irregularities or issues to the Intradiem Consultant
- Ad-hoc requests/projects.
- Additional duties and responsibilities as assigned.
Qualifications:
- Bachelor's degree in business or related field or equivalency and/or equivalent work experience.
- Minimum of 2 years of workforce management experience required preferably in intraday work
- Stamina to work in a fast-paced and team-oriented environment.
- Ability to work primarily between the hours of 7:00am-6:00pm CST or as needed work a split shift between the hours of 7:00am-6:00pm CST to respond to business needs. At times may be required to work holidays or weekends when the Contact Centers are open.
- Excellent verbal and written communication and interpersonal skills including the ability to comfortably communicate with various levels of leadership.
- Highly self-motivated and self-directed with the ability to balance multiple assignments without close supervision and maintain composure under pressure.
- Strong analytical abilities in decision making and problem solving.
- Proven ability to understand overall Company and lines of business needs and challenges.
- Ability and initiative to learn and apply new information rapidly
- Proficiency in Microsoft Office including Excel PowerPoint and OneNote
- Experience with Verint Five9 Zendesk Intradiem and/or Slack a plus.
Compensation Range:
Pay Range - Start:
$49040.00
Pay Range - End:
$73560.00
Geographic Specific Pay Structure:
Structure 110:
$53920.00 USD - $80880.00 USD
Structure 115:
$56400.00 USD - $84600.00 USD
We believe in fairness and transparency. It's why we share the salary range for most of our roles. However final salaries are based on a number of factors including the skills and experience of the candidate; the current market; location of the candidate; and other factors uncovered in the hiring process. The standard pay structure is listed but if you're living in California New York City or other eligible location geographic specific pay structures compensation and benefits could be applicable click here to learn more.
Grow your career with a best-in-class company that puts our clients' interests at the center of all we do. Get started now!
Northwestern Mutual is an equal opportunity employer who welcomes and encourages diversity in the workforce. We are committed to creating and maintaining an environment in which each employee can contribute creative ideas seek challenges assume leadership and continue to focus on meeting and exceeding business and personal objectives.
Skills
Data Literacy (NM) - Beginner Resource Management (NM) - Beginner KPIs & Metrics (NM) - Beginner Operating Model Management (NM) - Beginner Analytical Thinking (NM) - Beginner Resource Planning & Forecasting (NM) - Beginner Operational Excellence (NM) - Beginner Technical & Digital Acumen (NM) - Beginner Customer Centricity (NM) - Beginner Consulting (NM) - Beginner Cross Functional Partnering & Planning (NM) - Beginner Storytelling through Data (NM) - Beginner Data Analytics (NM) - Beginner
FIND YOUR FUTURE
We're excited about the potential people bring to Northwestern Mutual. You can grow your career here while enjoying first-class perks benefits and our commitment to a culture of belonging.
- Flexible work schedules
- Concierge service
- Comprehensive benefits
- Employee resource groups
Top Skills
What the Team is Saying
What We Do
You’ll Like It Here At Northwestern Mutual we believe that our lives and our work matter. And that doing what’s right is good for everyone. We follow through by designing tech that improves the community and cultivating creative ways to make finance accessible anywhere. These guiding principles have allowed our company to grow for more than 160 years. Here you’ll be with a team who emphasizes integrity and prioritizes security to design experiences that better everyone. You’ll work in cross functional teams to create optimal solutions that are rooted in innovative strategy and thoughtful execution. And you’re provided development tools and opportunities to become a leader all with the support of a collaborative team. You’ll be surrounded in a culture that values innovation and works to always evolve to stay ahead of trends and client needs. We are intentional in seeking out team members who will challenge us. Our employees choose us for the career opportunities commitment to philanthropy and desire to have a meaningful impact in the lives of our clients. You have career passions and goals. We have ambition and opportunity for you to grow your future in tech. Discover today: https://careers.northwesternmutual.com/
Why Work With Us
We invest in our people. We know careers are about choices so we provide intentional opportunity. Here you can build creative ways to make finance accessible anywhere and revolutionize traditional processes. As a mutual company our focus is our people — whether professional development or investments in the community.
Gallery
Northwestern Mutual Teams
Northwestern Mutual Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
We offer a flexible hybrid approach for our employees . Teams are in the office a few days a week and work from home the others.
Similar Jobs
Northwestern Mutual
Assistant Director Enterprise Transformation - Acceleration Office
Northwestern Mutual
Senior Director Enterprise Risk Governance & Strategy
Northwestern Mutual
Assistant Director Field Growth & Engagement
Explore More
Date Posted
04/18/2026
Views
0