Workforce Management Professional 2

CenterWell

1d • Remote

About The Position

The Workforce Management Professional 2 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 Workforce Management Professional 2 work assignments are varied and frequently require interpretation and independent determination of the appropriate courses of action. The Workforce Management Professional 2 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. Understands department, segment, and organizational strategy and operating objectives, including their linkages to related areas. Makes decisions regarding own work methods, occasionally in ambiguous situations, and requires minimal direction and receives guidance where needed. Follows established guidelines/procedures.

Requirements

• 4+ years of Workforce Management experience, with a focus on scheduling and staffing optimization.
• Proven expertise in contact center or operational workforce planning.
• Advanced knowledge of WFM software, including IEX, Verint, or other scheduling tools.
• Strong data analysis skills, including the ability to interpret workforce metrics and forecasting data.
• Proficiency in Microsoft Excel (pivot tables, macros, advanced formulas) and database management tools.
• Occasional travel may be required.

Nice To Haves

• Bachelor's degree in business, Operations, Workforce Management, or a related field (or equivalent work experience).
• Advanced Degree
• Prior experience in Process or Project Management

Responsibilities

• 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).
• 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.
• Understands department, segment, and organizational strategy and operating objectives, including their linkages to related areas.
• Makes decisions regarding own work methods, occasionally in ambiguous situations, and requires minimal direction and receives guidance where needed.
• Follows established guidelines/procedures.
• Experience in real-time workforce monitoring and intraday adjustments.
• Ability to manage multiple projects and timelines in a fast-paced environment.
• Strong problem-solving skills with a proactive and analytical approach.
• Excellent communication and presentation skills, with the ability to convey complex scheduling concepts to stakeholders.
• Self-motivated and able to work independently with minimal supervision.

Benefits

• medical, dental and vision benefits
• 401(k) retirement savings plan
• time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave)
• short-term and long-term disability
• life insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree