Workforce Planning Specialist for Sedgwick

The Job —  Workforce Planning Specialist for Sedgwick

Location —  Telecommute

Job Responsibilities —  From the company job posting:

  • Creates, maintains and provides accurate forecasts and optimized schedules to effectively meet service level targets.
  • Coordinates scheduling and adherence activities to ensure performance goals are met and maintains and modifies schedules.
  • Consults with all levels of the organization to assess business performance needs.
  • Identifies, recommends, and implements workforce continuous improvement initiatives.
  • Provides analysis across varying levels of management and improves resource utilization and assigned support site performance.
  • Provides cost-benefit analysis in support of company process improvement initiatives.
  • Coordinates resources to resolve system/supplier issues and enhancement/upgrades to ensure optimal software performance.
  • Standardizes and documents workforce policies and usage of workforce optimization tools to provide partners with a centralized knowledge source.
  • Provides partner and new hire training.
  • Supports the department through expertise in workforce optimization tools and processes.

Requirements/Qualifications

Four (4) years of experience or equivalent combination of education and experience required to include two (2) years of experience utilizing workforce optimization tools and processes. Experience within a contact center environment is preferred. Experience with workforce optimization software (i.e. Aspect, Verint/Blue Pumpkin, IEX), and ACD technology (i.e. Avaya, Cisco) is preferred.

  • Excellent oral and written communication skills, including presentation skills
  • PC literate, including Microsoft Office products
  • Excellent customer service skills
  • Good judgment, reasoning and problem solving skills
  • Good organizational skills
  • Strong communication and interpersonal skills
  • Analytical and interpretive skills
  • Ability to work in a team environment
  • Ability to meet or exceed Performance Competencies

Schedule — Full time, flexible

Employee or Contract — Employee

Compensation — Not advertised.   Click here for Glassdoor salary reviews.

Benefits —  Yes

More Information — Review and apply with Sedgwick.