Workforce Management & Capacity Planning, Associate (100% Remote)

Why Consider This Job Opportunity

• Salary up to $117,500.00 USD
• Opportunity for career advancement and growth within the organization
• 100% remote work flexibility
• Collaborative work environment with multiple business partners
• Chance to optimize efficiency in a critical operational role
• Commitment to diversity and equal opportunity employment

What To Expect (Job Responsibilities)

• Identify critical trends in data and assess the associated business impact to optimize efficiency of operations
• Collaborate with various business partners on ongoing projects
• Provide oversight for simultaneous workforce-related initiatives
• Allocate appropriate resources and ensure timely delivery of projects
• Ensure accuracy of all reporting and analysis within the department

What Is Required (Qualifications)

• Bachelor’s degree in a business discipline (Finance, Management, etc.) or Math
• 5+ years of Workforce Management or Capacity Planning experience
• Experience in a global multi-site center
• Expert-level knowledge of workforce management software (IEX, Aspect eWFM, Verint/Blue Pumpkin, or Genesys)
• Advanced knowledge of call routing processes and technology on Avaya or Cisco platforms

How To Stand Out (Preferred Qualifications)

• Experience in developing and delivering capacity plans for third-party partners
• Experience in managing third-party partner relationships
• Intermediate-level SQL and data mining skills, including writing and editing queries
• Six Sigma certification (green, yellow, or black belt)
• Project management certification (PMP)

#FinancialServices #WorkforceManagement #RemoteWork #CareerGrowth #DiversityAndInclusion

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