Workforce Planning Analyst

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.

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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.

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. (***/watch?v=ywxedjBGSfA)