Workforce Planning Representative

By joining Sedgwick, you'll be part of something truly meaningful. It’s what our 33,000 colleagues do every day for people around the world who are facing the unexpected. We invite you to grow your career with us, experience our caring culture, and enjoy work-life balance. Here, there’s no limit to what you can achieve.

Newsweek Recognizes Sedgwick as America’s Greatest Workplaces National Top Companies

Certified as a Great Place to Work®

Fortune Best Workplaces in Financial Services & Insurance

Workforce Planning Representative

Our teams connect! We collaborate onsite and have a hybrid work arrangement. All candidates must live near one of our centers of excellence:

Dubuque, IA : 4141 Westmark Drive, Dubuque, IA 52002

Cedar Rapids, IA : 333 1st Street SE Ste. 200 Cedar Rapids IA 52401

Coralville, IA: 3273 Ridgeway Drive Coralville IA 52241

Dublin, OH : 5500 Glendon Court Dublin OH 43016

New Albany, OH : 7795 Walton Parkway New Albany, OH 43054

Chicago, IL : 175 W. Jackson Blvd. 12th Fl. Chicago IL 60604

Indianapolis, IN: 8909 Purdue Road Suite 501 Indianapolis, IN 46268

Irving, TX : 2201 W. Royal Lane Suite 125 Irving, TX 75063

Memphis, TN : 8125 Sedgwick Way, Memphis TN 38125

Southfield, MI : 300 Galleria Officentre Southfield MI 48034

Orlando, FL : 12650 Ingenuity Dr Orlando FL 32826

Eden Prairie, MN : 11000 Prairie Lakes Drive Eden Prairie, MN 55344

West Hills, CA : 8521 Fallbrook Ave West Hills, CA 91304

PRIMARY PURPOSE : To provide a great customer and colleague experience by effectively delivering short-term forecasts/schedules and real-time (intra-day) monitoring with the purpose of optimizing resources to achieve business objectives.

ESSENTIAL FUNCTIONS and RESPONSIBILITIES

Monitors real time service delivery system and makes intra-day skilling decisions, i.e., routes calls to appropriate colleagues, etc. based upon system output to maximize resource efficiency and achieve service objectives.

Utilizes the workforce optimization tool to create, maintain and provide accurate forecasts and optimized schedules to effectively meet service level targets.

Generates schedule and attendance updates and PTO/VTO approvals and denials based from system reporting/output on staffing policy. Inputs skilling updates and terminations/additions to ensure forecast accuracy and adequate resource coverage.

Maintains constant communication with operations teams to coordinate needed staffing adjustments based on current and forecasted results.

Compares results to forecast and identifies opportunities for improvement. Performs audits, updates scripts/templates, and conducts shrink calibrations to restore into acceptable variance.

Standardizes and documents workforce policies and usage of workforce optimization tools to provide partners with a centralized knowledge source.

Performs other duties as assigned.

ADDITIONAL FUNCTIONS and RESPONSIBILITIES

Performs other duties as assigned.

Supports the organization's quality program(s).

QUALIFICATIONS

Education & Licensing

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

Experience

Four (4) years of experience utilizing workforce optimization tools and processes or equivalent combination of education and experience required. Experience with workforce optimization software (i.e., Aspect, Verint/Blue Pumpkin, IEX, Genesys Cloud), ACD technology (i.e., Avaya, Cisco) and within a contact center preferred.

Skills & Knowledge

Ability to function in a fast changing environment with competing priorities. Requires expert skills in organization and time management

Highly developed problem-solving skills including; conducting needs assessment, research, documenting results, and providing recommendations

Strong dedication in fostering an environment of excellence in customer service

Strong communication and interpersonal skills across multiple levels within the organization, including the ability to influence, negotiate, and escalate unresolved problems or questions

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

Ability to provide clear and concise recommendations in a rapidly changing environment

Ability to flex schedule as required based on work load

Excellent oral and written communication skills, including presentation skills

PC literate, including Microsoft Office products

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, troubleshooting, problem solving, analysis, 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

NOTE : Credit security clearance, confirmed via a background credit check, is required for this position.

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 $22.53 - 26.50 USD Hourly . 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.

Sedgwick is the world’s leading risk and claims administration partner, which helps clients thrive by navigating the unexpected. The company’s expertise, combined with the most advanced AI-enabled technology available, sets the standard for solutions in claims administration, loss adjusting, benefits administration, and product recall. With over 33,000 colleagues and 10,000 clients across 80 countries, Sedgwick provides unmatched perspective, caring that counts, and solutions for the rapidly changing and complex risk landscape. For more, see sedgwick.com