Taking care of people is at the heart of everything we do, and we start by taking care of you, our valued colleague. A career at Sedgwick means experiencing our culture of caring. It means having flexibility and time for all the things that are important to you. It’s an opportunity to do something meaningful, each and every day. It’s having support for your mental, physical, financial and professional needs. It means sharpening your skills and growing your career. And it means working in an environment that celebrates diversity and is fair and inclusive.A career at Sedgwick is where passion meets purpose to make a positive impact on the world through the people and organizations we serve. If you are someone who is driven to make a difference, who enjoys a challenge and above all, if you’re someone who cares, there’s a place for you here. Join us and contribute to Sedgwick being a great place to work.Great Place to Work®Most Loved Workplace®Forbes Best-in-State EmployerWorkforce Planning RepresentativePRIMARY 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).
QUALIFICATIONSEducation & LicensingAssociate's degree from an accredited college or university preferred.ExperienceFour (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 ENVIRONMENTWhen 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 deadlinesPhysical : Computer keyboarding, travel as requiredAuditory/Visual : Hearing, vision and talkingNOTE : Credit security clearance, confirmed via a background credit check, is required for this position.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.Taking care of people is at the heart of everything we do. Caring countsSedgwick is a leading global provider of technology-enabled risk, benefits and integrated business solutions. Every day, in every time zone, the most well-known and respected organizations place their trust in us to help their employees regain health and productivity, guide their consumers through the claims process, protect their brand and minimize business interruptions. Our more than 30,000 colleagues across 80 countries embrace our shared purpose and values as they demonstrate what it means to work for an organization committed to doing the right thing – one where caring counts. Watch this video to learn more about us. (https://www.youtube.com/watch?v=ywxedjBGSfA)