Workforce Management Professional II

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 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 II assesses organizational staffing and identifies requirements and solutions to meet workforce objectives. This individual provides analysis of talent and staffing needs based on strategic planning at the enterprise level. This person understands department, segment, and organizational strategy and operating objectives, including their linkages to related areas. This person makes decisions regarding own work methods, occasionally in ambiguous situations, and requires minimal direction and receives guidance where needed.

• Use forecasting to develop short-term plans and build schedules to support the forecast
• Communicates forecasting, performance optimization, insights, and issue resolution for business partners
• Report management and maintenance. Delivers daily, weekly, and monthly reports
• Mentor and train peers and other workforce management professionals on the use of workforce management tools and technology
• Create and maintain SharePoint forms
• Work analytic tickets including but not limited to troubleshooting desktops process analytics issues, setting up call and/or screen recording, and troubleshooting call/screen recording
• Analyze data and provide operational suggestions and recommendations
• Independently interpret information, identify challenges, and formulate solutions
• Present workforce management short-term planning and insights to senior leadership and business partners
• Follows established guidelines/procedures
• Possibility of quarterly travel

Use your skills to make an impact
 

Required Qualifications 

• Minimum 1 year of Workforce Management processes experience
• Experience utilizing Genesys, Avaya, Aspect, and/or other WFM tools
• Flexible schedule based on business need (able to work up to 10pm EST and to work at least one weekend a month during peak season – October to March)
• 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

Work-At-Home Requirements

• At minimum, a download speed of 25 mbps and an upload speed of 10 mbps is recommended; wireless, wired cable or DSL connection is suggested
• Satellite, cellular and microwave connection can be used only if …