Description

By joining Sedgwick, you'll be part of something truly meaningful. It's what our 33,000 colleagues do every day for people around the world who are facing the unexpected. We invite you to grow your career with us, experience our caring culture, and enjoy work-life balance. Here, there's no limit to what you can achieve.

Newsweek Recognizes Sedgwick as America's Greatest Workplaces National Top Companies

Certified as a Great Place to Work®

Fortune Best Workplaces in Financial Services & Insurance

Workforce Planning Representative

PRIMARY PURPOSE : To provide a great customer and colleague experience by effectively delivering short-term forecasts/schedules and real-time (intra-day) monitoring with the purpose of optimizing resources to achieve business objectives.

ESSENTIAL FUNCTIONS and RESPONSIBILITIES

• Monitors real time service delivery system and makes intra-day skilling decisions, i.e., routes calls to appropriate colleagues, etc. based upon system output to maximize resource efficiency and achieve service objectives.
• Utilizes the workforce optimization tool to create, maintain and provide accurate forecasts and optimized schedules to effectively meet service level targets.
• Generates schedule and attendance updates and PTO/VTO approvals and denials based from system reporting/output on staffing policy. Inputs skilling updates and terminations/additions to ensure forecast accuracy and adequate resource coverage.
• Maintains constant communication with operations teams to coordinate needed staffing adjustments based on current and forecasted results.
• Compares results to forecast and identifies opportunities for improvement. Performs audits, updates scripts/templates, and conducts shrink calibrations to restore into acceptable variance.
• Standardizes and documents workforce policies and usage of workforce optimization tools to provide partners with a centralized knowledge source.
• Performs other duties as assigned.

ADDITIONAL FUNCTIONS and RESPONSIBILITIES

• Performs other duties as assigned.
• Supports the organization's quality program(s).

QUALIFICATIONS

Education & Licensing
Associate's degree from an accredited college or university preferred.

Experience
Four (4) years of experience utilizing workforce optimization tools and processes or equivalent combination of education and experience required. Experience with workforce optimization software (i.e., Aspect, Verint/Blue Pumpkin, IEX), ACD technology (i.e., Avaya, Cisco) and within a contact center preferred.

Skills & Knowledge

• Ability to function in a fast changing environment with competing priorities. Requires expert skills in organization and time management
• Highly developed problem-solving skills including; conducting needs assessment, research, documenting results, and providing recommendations
• Strong dedication in fostering an environment of excellence in customer service
• Strong communication and interpersonal skills across multiple levels within the organization, including the ability to influence, negotiate, and escalate unresolved problems or questions
• Strong technology literacy skills to assist in the understanding of systemic architectural routing and network systems
• Ability to provide clear and concise recommendations in a rapidly changing environment
• Ability to flex schedule as required based on work load
• Excellent oral and written communication skills, including presentation skills
• PC literate, including Microsoft Office products
• Ability to work in a team environment
• Ability to meet or exceed Performance Competencies

WORK ENVIRONMENT
When applicable and appropriate, consideration will be given to reasonable accommodations.

Mental : Clear and conceptual thinking ability; excellent judgment, troubleshooting, problem solving, analysis, and discretion; ability to handle work-related stress; ability to handle multiple priorities simultaneously; and ability to meet deadlines

Physical : Computer keyboarding, travel as required

Auditory/Visual : Hearing, vision and talking

The statements contained in this document are intended to describe the general nature and level of work being performed by a colleague assigned to this description. They are not intended to constitute a comprehensive list of functions, duties, or local variances. Management retains the discretion to add or to change the duties of the position at any time.

Sedgwick is an Equal Opportunity Employer and a Drug-Free Workplace.

If you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, consider applying for it anyway! Sedgwick is building a diverse, equitable, and inclusive workplace and recognizes that each person possesses a unique combination of skills, knowledge, and experience. You may be just the right candidate for this or other roles.
Requisition #: R67201

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