Senior Workforce Management Professional-Remote in US
About The Position
The Senior Workforce Management Professional applies and integrates advanced and predictive analysis, people metrics and reporting to develop strategic and operational insights for workforce decision-making (e.g., staffing, learning and development, talent management, diversity and human resource compliance). The Senior Workforce Management Professional work assignments involve moderately complex to complex issues where the analysis of situations or data requires an in-depth evaluation of variable factors. Where you Come In The Senior Workforce Management Professional assesses organizational staffing and identifies requirements and solutions to meet workforce objectives. Provides analysis of talent and staffing needs based on strategic planning at the enterprise level. Begins to influence department’s strategy. Makes decisions on moderately complex to complex issues regarding technical approach for project components, and work is performed without direction. Exercises considerable latitude in determining objectives and approaches to assignments. Use your skills to make an impact
Requirements
- Minimum 3 years of Staff Planning/Workforce Mgmt. experience in a multi-site Global Contact Center environment
- Minimum 3 years of experience with Workforce management systems, such as Aspect, Verint, and/or Genesys
- Experience in long-term capacity staff planning and modeling
- Comprehensive knowledge of Microsoft Word, Excel, and PowerPoint
- Excellent written and oral communication skills
- Strong analysis, critical thinking, and analytical problem solving skills
- Ability to handle multiple tasks and deadlines with attention to detail
- Must be passionate about contributing to an organization focused on continuously improving consumer experiences
- Must be willing to work 8am-5pm EST
- Self-provided internet service must meet the following criteria: At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is required; wireless, wired cable or DSL connection is suggested.
- Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.
Nice To Haves
- Bachelor’s degree
- Prior experience in Process or Project Management
- Prior experience managing relationships with multiple Business Process Outsourcers both domestic and internationally.
Responsibilities
- Applies and integrates advanced and predictive analysis, people metrics and reporting to develop strategic and operational insights for workforce decision-making.
- Assesses organizational staffing and identifies requirements and solutions to meet workforce objectives.
- Provides analysis of talent and staffing needs based on strategic planning at the enterprise level.
- Influences department’s strategy.
- Makes decisions on moderately complex to complex issues regarding technical approach for project components.
- Exercises considerable latitude in determining objectives and approaches to assignments.
Benefits
- medical
- dental
- vision benefits
- 401(k) retirement savings plan
- time off (including paid time off, company and personal holidays, paid parental and caregiver leave)
- short-term and long-term disability
- life insurance
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What This Job Offers
Job Type
Full-time
Career Level
Senior
