Workforce Planning Administrator - Sedgwick : Job Details

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Workforce Planning Administrator

PRIMARY PURPOSE : To analyze historical data and available business intelligence to produce a forecast of future daily workload that aligns with the financial budget; to provide long term and midterm forecasts for various work types, including calls, email, and chat interactions across the Contact Centers. To provide in-depth analysis, scenario planning, modeling, and ad-hoc reporting aimed at increasing transparency and understanding of the Workforce Management planning processes while leading initiatives to improve forecasting and resource planning

ESSENTIAL FUNCTIONS and RESPONSIBILITIES

• Provides application administration of WFO (Workforce Operations) solutions and serves as the overall product expert for the organization.

• Monitors performance, daily data integration, and validity of output and also assists with ongoing data integration as new clients or work types are identified.

• Addresses and resolves WFO system issues

• Develops a long-term forecast across contact centers for multiple contact types based on client requirements, business intelligence, and historical trends including analysis of time out of the contact channel (shrink), as well as, identifying underlying trends and drivers.

• Identifies and recommends staffing strategies to meet performance guarantees. i.e. hiring and part-time and fulltime ratios

• Works closely with Planning Analysts to ensure consistency between long and short term forecasts, and identifies trends and solutions to rectify forecast variances and effectiveness.

• Assists with upgrades, hot fixes, and patches while executing software and user acceptance testing for all changes in the environment.

• Coordinate resources to resolve system/supplier issues and enhancement/upgrade to ensure optimal software performance.

• Facilitates and maintains proper staffing and set up for new clients in optimization software and ACD technology.

• Serves as software expert for problem resolution, process consulting, and training.

• Facilitates knowledge transfer with vendor and Sedgwick IT services while resolving system/software issues.

ADDITIONAL FUNCTIONS and RESPONSIBILITIES

• Performs other duties as assigned.

• Supports the organization's quality program(s).

QUALIFICATIONS

Education & Licensing

Bachelor's degree from an accredited college or university preferred.

Experience

Seven (8) years of experience or equivalent combination of education and experience required to include two (2) years of experience utilizing workforce optimization tools and processes. Two (2) years of experience in trend analysis and providing recommended solutions. Experience within a contact center environment is preferred. Experience with workforce optimization software (i.e. Aspect, Verint/Blue Pumpkin, IEX), and ACD technology (i.e. Avaya, Cisco) is preferred.

Skills & Knowledge

• Analytical and interpretive skills

• Highly developed problem-solving skills including; conducting needs assessment, research, documenting results.

• Ability to prioritize workload, meet deadlines and multiple tasks with attention to detail.

• Proficiency in Microsoft Office applications

• Strong technology literacy skills to assist in the understanding of systemic architectural routing and network systems.

• Must be able to provide clear and concise recommendations in a rapidly changing environment.

• Ability to train partners and WFM resources on software processes, techniques and tools

• Must possess strong communication and interpersonal skills across multiple levels within the organization, including the

• ability to influence, negotiate, and escalate unresolved problems or questions.

• Good organizational skills

• Strong communication and interpersonal skills

• Ability to work in a team environment

• Ability to meet or exceed Performance Competencies

WORK ENVIRONMENT

When applicable and appropriate, consideration will be given to reasonable accommodations.

Mental : Clear and conceptual thinking ability; excellent judgment and discretion; ability to handle work-related stress; ability to handle multiple priorities simultaneously; and ability to meet deadlines

Physical : Computer keyboarding, travel as required

Auditory/Visual : Hearing, vision and talking

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 counts

Sedgwick 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. (