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 workforce management analyst will provide real time and future dated scheduling and queue monitoring support across multiple call centers and digital support teams. Analysts are responsible for ensuring we are leveraging agents to meet business key performance indicators and leveraging capacity appropriately to focus on business directed initiatives such as training etc. 

The Workforce Management Analyst should be considered a Trusted Advisor who possesses the experience, knowledge, and subject matter expertise necessary to be effective when advising business partners. Analysts will have the ability to make good judgments, quick decisions, as well as exemplify Voya’s cultural values, while analyzing the daily performance of the business. Specialists will identify areas of opportunity, develop plans for resolution and provide work direction, while partnering with business partners to take action based on business needs. 

Please Note:  Work location for this role is FLEXIBLE! This position allows 100% remote work from home or allows work to be performed in any of our major office locations with a hybrid schedule. 

The Contributions You’ll Make:

• Monitors real time performance of contact center queues and business KMIs to provide tactical solutions to staffing challenges. Ensures all queues achieve service objective goals while …