Sr. Workforce Management Specialist

Together we fight for everyone’s opportunity for a better financial future.

We will do this together — with customers, partners and colleagues. We will fight for others, not against: We will stand up for and champion everyone’s access to opportunities. The status quo is not good enough … we believe every individual and every community deserves access to financial opportunities. We are determined to support both individuals and communities in reaching a better financial future.  We know that reaching this future depends on our actions today.

Like our Purpose Statement, Voya believes in being bold and committed to action.  We are committed to a work environment where the differences that we are born with — and those we acquire throughout our lives — are understood, valued and intentionally pursued. We believe that our employees own our culture and have a responsibility to foster an environment where we all feel comfortable bringing our whole selves to work. Purposefully bringing our differences together to positively influence our culture, serve our clients and enrich our communities is essential to our vision.

Are you ready to join a company with a strong purpose and a winning culture? Start your Voyage – Apply Now

Get to Know the Opportunity:

The Senior Workforce Management Specialist administers WFM related systems, including Aspect, CMS, Etalk and CTI.  Is responsible for long range capacity planning, forecasting, reporting, and scheduling for the contact centers. Manages the inbound contact center volume to ensure ASA targets are met, and represents the CCC as a technical liaison for all business initiatives impacting contact center routing. 

The Contributions You'll Make:

• Administer WFM related systems, such as Gensys or Aspect, CMS, Etalk and CTI.  This includes setting up new users, completing advanced tasks such as shift and PTO bids, and troubleshooting technical issues. 
• Responsible for long range capacity management, including forecasting volume, AHT, shrink and required staff, and projecting future hiring needs.
• Verify contact center reports for intra-day, daily, weekly, monthly, and executive level reporting needs.  Also responsible for providing regular and detailed analysis on contact center performance to all levels of management.
• Monitors real time performance of contact center queues to provide tactical solutions to staffing challenges.  Ensures all queues achieve service objective goals while maintaining expected efficiencies.
• Create and maintain contact center employee schedules to ensure actual staffing meets forecasted needs while maintaining the work/life balance of the employees.  This includes managing the contact center PTO approval process.
• Act as a technical resource for the business regarding Contact Center routing and technology.  Liaison between the business and IT to solve customer facing telecom issues.  This includes on call support outside the normal hours of operation.
• Assist in managing department priorities, workload, and resources in support of both adhoc requests and strategic analyses.
• Create and edit all WFM procedures/workflows,maintain workflows and ensure accuracy and compliance.
• Develop and execute new hire training.  Mentor and provide ad hoc tactical support to team members. 
• Other duties as assigned.

Minimum Knowledge & Experience

• BA degree or equivalent work experience
• 2+ years experience in Workforce Management
• Solid technical aptitude of Avaya CMS and Best Service Routing, Gensys, Aspect eWorkforce Management and Microsoft Office.
• Ability to analyze complex issues and advise internal business partners appropriately.
• Aptitude for detail and high degree of organization
• Excellent verbal and written communication and presentation skills
• Ability to handle multiple priorities

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Compensation Pay Disclosure:

Voya is committed to pay that’s fair and equitable, which means comparable pay for comparable roles and responsibilities.

The below annual base salary range reflects the expected hiring range(s) for this position in the location(s) listed. In addition to base salary, Voya offers incentive opportunities (i.e., annual cash incentives, sales incentives, and/or long-term incentives) based on the role to reward the achievement of annual performance objectives. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Voya Financial is willing to pay at the time of this posting.

Actual compensation offered may vary from the posted salary range based upon the candidate’s geographic location, work experience, education, licensure requirements and/or skill level and will be finalized at the time of offer. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

Be Well. Stay Well.

Voya provides the resources that can make a difference in your lives. To us, this means thriving physically, financially, socially and emotionally. Voya benefits are designed to help you do just that. That’s why we offer an array of plans, programs, tools and resources with one goal in mind: To help you and your family be well and stay well.

What We Offer

• Health, dental, vision and life insurance plans
• 401(k) Savings plan – with generous company matching contributions (up to 6%)
• Voya Retirement Plan – employer paid cash balance retirement plan (4%)
• Tuition reimbursement up to $5,250/year
• Paid time off – including 20 days paid time off, nine paid company holidays and a flexible Diversity Celebration Day.
• Paid volunteer time — 40 hours per calendar year

Learn more about Voya benefits (download PDF)

Critical Skills

At Voya, we have identified the following critical skills which are key to success in our culture:

• Customer Focused: Passionate drive to delight our customers and offer unique solutions that deliver on their expectations.
• Critical Thinking: Thoughtful process of analyzing data and problem solving data to reach a well-reasoned solution.
• Team Mentality: Partnering effectively to drive our culture and execute on our common goals.
• Business Acumen: Appreciation and understanding of the financial services industry in order to make sound business decisions.
• Learning Agility: Openness to new ways of thinking and acquiring new skills to retain a competitive advantage.

Learn more about Critical Skills

Equal Employment Opportunity

Voya Financial is an equal-opportunity employer. Voya Financial provides equal opportunity to qualified individuals regardless of race, color, sex, national origin, citizenship status, religion, age, disability, veteran status, creed, marital status, sexual orientation, gender identity, genetic information, or any other status protected by state or local law.

Reasonable Accommodations

Voya is committed to the inclusion of all qualified individuals. As part of this commitment, Voya will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please reference resources for applicants with disabilities.

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