Senior Workforce Management Professional

This is a fully remote position, open to applicants in United States.

📋 Description

• The Senior Workforce Management Professional utilizes and integrates sophisticated and predictive analyses, workforce metrics, and reporting techniques to generate strategic and operational insights for workforce decision-making (e.g., staffing, learning and development, talent management, diversity, and HR compliance).

• Work assignments for the Senior Workforce Management Professional involve moderately complex to complex challenges, where the examination of situations or data necessitates a thorough assessment of various factors.

• This role assesses organizational staffing and pinpoints requirements and solutions to achieve workforce objectives.

• Provides analysis of talent and staffing needs derived from strategic planning at the enterprise level.

• Begins to shape the strategy of the department.

• Makes decisions on moderately complex to complex matters regarding the technical approach for project components, with work conducted independently.

• Exercises significant discretion in establishing objectives and methodologies for assignments.

⛳️ Requirements

• A minimum of 3 years of experience in Staff Planning/Workforce Management within a multi-site Global Contact Center environment.

• At least 3 years of experience with Workforce management systems, such as Aspect, Verint, and/or Genesys.

• Experience in long-term capacity staff planning and modeling.

• Comprehensive proficiency in Microsoft Word, Excel, and PowerPoint.

• Exceptional written and verbal communication skills.

• Strong analytical, critical thinking, and problem-solving skills.

• Capability to manage multiple tasks and deadlines while maintaining attention to detail.

• A genuine passion for contributing to an organization that prioritizes continuous improvement in consumer experiences.

• Availability to work from 8 AM to 5 PM EST.

🏝️ Benefits

• Medical, dental, and vision benefits.

• 401(k) retirement savings plan.

• Time off (including paid time off, company and personal holidays, paid parental and caregiver leave).

• Short-term and long-term disability.

• Life insurance.

• Numerous other opportunities.