Workforce Planning Analyst
Posted On 05/25/2023
Taking care of people is at the heart of everything we do, and we start by taking care of you, our valued colleague. A career at Sedgwick means experiencing our culture of caring. It means having flexibility and time for all the things that are important to you. It’s an opportunity to do something meaningful, each and every day. It’s having support for your mental, physical, financial and professional needs. It means sharpening your skills and growing your career. And it means working in an environment that celebrates diversity and is fair and inclusive.
A career at Sedgwick is where passion meets purpose to make a positive impact on the world through the people and organizations we serve. If you are someone who is driven to make a difference, who enjoys a challenge and above all, if you’re someone who cares, there’s a place for you here. Join us and contribute to Sedgwick being a great place to work.
Great Place to Work®
Most Loved Workplace®
Forbes Best-in-State Employer
Workforce Planning Analyst
PRIMARY PURPOSE: To provide workforce development strategies and solutions; to create workflow scenarios, processes, and documentation to ensure resource optimization; and to provide strategic recommendations to all partners associated with the development, implementation and use of workforce optimization systems.
ESSENTIAL FUNCTIONS and RESPONSIBILITIES
- Creates, maintains and provides accurate forecasts and optimized schedules to effectively meet service level targets.
- Coordinates scheduling and adherence activities to ensure performance goals are met and maintains and modifies schedules.
- Consults with all levels of the organization to assess business performance needs.
- Identifies, recommends, and implements workforce continuous improvement initiatives.
- Provides analysis across varying levels of management and improves resource utilization and assigned support site performance.
- Provides cost-benefit analysis in support of company process improvement initiatives.
- Coordinates resources to resolve system/supplier issues and enhancement/upgrades to ensure optimal software performance
- Standardizes and documents workforce policies and usage of workforce optimization tools to provide partners with a centralized knowledge source.
- Provides partner and new hire training.
- Supports the department through expertise in workforce optimization tools and processes.
ADDITIONAL FUNCTIONS and RESPONSIBILITIES
- Performs other duties as assigned.
- Supports the organization's quality program(s).
Education & Licensing
Bachelor's degree from an accredited college or university preferred.
Four (4) years of experience or equivalent combination of education and experience required to include two (2) years of experience utilizing workforce optimization tools and processes. 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
- Excellent oral and written communication skills, including presentation skills.
- PC literate, including Microsoft Office products.
- Excellent customer service skills
- Good judgment, reasoning and problem solving skills.
- Good organizational skills
- Strong communication and interpersonal skills
- Analytical and interpretive skills
- Ability to work in a team environment.
- Ability to meet or exceed Performance Competencies
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.
As required by law, Sedgwick provides a reasonable range of compensation for roles that may be hired in jurisdictions requiring pay transparency in job postings. Actual compensation is influenced by a wide range of factors including but not limited to skill set, level of experience, and cost of specific location. For the jurisdiction noted in this job posting only, the range of starting pay for this role is $46,933.00 - $64,000.00. A comprehensive benefits package is offered including but not limited to, medical, dental, vision, 401k and matching, PTO, disability and life insurance, employee assistance, flexible spending or health savings account, and other additional voluntary benefits.
Sedgwick is an Equal Opportunity Employer and a Drug-Free Workplace.