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Workforce Planning Analyst

Sedgwick

1 Positions

ID: R37614

Posted On 05/25/2023

Job Overview

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).

QUALIFICATIONS

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

Experience
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

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.

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.

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.

Primary Contact

1645458383738

Amanda Strothman

,

Phone

Phone

Phone

Fax

amanda.strothman@sedgwick.com

Email

True

False

True

Job Details

Categories

Insurance
Technical

Location

Dubuque, IA

Job Type

Employee

Full/Part

Full Time

Company ID

8326

Job REQ #

R37614

# Positions

1

Start Date

20230525

End Date

20230531

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Sedgwick

About the Company

Career Development

Our goal is to make Sedgwick CMS a place where great people can do great things for our clients. This commitment is evidenced by our colleague development program and supported by our multi-dimensional learning resources.

We invest in the education of our colleagues by providing training and learning resources that focus on our culture, procedures, systems and performance expectations. We evaluate the educational needs of our colleagues through performance discussions and evaluations. These needs are filled either through Sedgwick CMS University and through industry certification programs and other external educational resources . Sedgwick CMS University curriculum offerings take colleagues from orientation to technical training to supervisory and managerial development. Through Sedgwick CMS University, we provide our colleagues continuous development of professional skills and the ability to deliver quality service to our clients.

Colleague Orientation

We offer a required colleague orientation program that allows us to verify and document the training provided to new colleagues. This program is called Personal Responsibility in Developing Excellence (PRIDE) and is the first component of our comprehensive career development process. This program introduces and orients new and transitioning colleagues to our company and to their new position. PRIDE will take colleagues through the first 90 days of their new position. Objectives of this program focus on providing colleagues an increased awareness of who we are, where we are going, and how they can help us get there.

Career Paths

Career path options are identified through an ongoing process of discussion and collaboration between colleagues and their managers. On an ongoing basis, our managers counsel colleagues regarding their career path, new opportunities, and additional training and development requirements to help them reach their individual goals.